UNITED STATES
SECURITIES AND EXCHANGE COMMISSION
Washington, D.C. 20549
FORM 6-K
Report of Foreign Private Issuer
Pursuant to Rule 13a-16 or 15d-16
under the Securities Exchange Act of 1934
For the month of April 2022
Commission File Number: 001-14550
China Eastern Airlines Corporation Limited
(Translation of Registrant’s name into English)
Board Secretariat’s Office
5/F, Block A2, Northern District, CEA Building
36 Hongxiang 3rd Road, Minhang District
Shanghai, China 200335
(Address of principal executive offices)
Indicate by check mark whether the registrant files or will file annual reports under cover of Form 20-F or Form 40-F: ☒ Form 20-F ☐ Form 40-F
Indicate by check mark if the registrant is submitting the Form 6-K in paper as permitted by Regulation S-T Rule 101(b)(1): ☐
Indicate by check mark if the registrant is submitting the Form 6-K in paper as permitted by Regulation S-T Rule 101(b)(7): ☐
Indicate by check mark whether the registrant by furnishing the information contained in this Form is also thereby furnishing the information to the Commission pursuant to Rule 12g3-2(b) under the Securities Exchange Act of 1934: ☐ Yes ☒ No
If “Yes” is marked, indicate below the file number assigned to the registrant in connection with Rule 12g3-2(b): n/a
SIGNATURES
Pursuant to the requirements of the Securities Exchange Act of 1934, the registrant has duly caused this report to be signed on its behalf by the undersigned, thereunto duly authorized.
China Eastern Airlines Corporation Limited | ||||||
(Registrant) | ||||||
Date April 28, 2022 | By | /s/ Wang Jian | ||||
Name: | Wang Jian | |||||
Title: | Company Secretary |
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Certain statements contained in this announcement may be regarded as “forward-looking statements” within the meaning of the U.S. Securities Exchange Act of 1934, as amended. Such forward-looking statements involve known and unknown risks, uncertainties and other factors, which may cause the actual performance, financial condition or results of operations of the Company to be materially different from any future performance, financial condition or results of operations implied by such forward-looking statements. Further information regarding these risks, uncertainties and other factors is included in the Company’s filings with the U.S. Securities and Exchange Commission. The forward-looking statements included in this announcement represent the Company’s views as of the date of this announcement. While the Company anticipates that subsequent events and developments may cause the Company’s views to change, the Company specifically disclaims any obligation to update these forward-looking statements, unless required by applicable laws. These forward-looking statements should not be relied upon as representing the Company’s views as of any date subsequent to the date of this announcement.
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CHINA EASTERN Win-win Cooperation for A Better Future CHINA EASTERN AIRLINES CHINA EASTERN 2021CORPORATE SOCIAL RESPONSIBILITY REPORT
What does sustainable development mean for China Eastern? The aviation transport industry bears an important mission of advancing humanistic exchange, economic and trade exchange, and cultural communication. It also reconstructs individual lifestyle and corporate ecology. The sustainable development of the aviation transport industry needs to balance aviation resources, social needs, environmental factors and economic benefits. How to reduce negative impacts on society and the environment and maximize its positive impacts on sustainability are important challenges that we have been thinking about. We believe that responsible and sustainable operations make more positive contributions to sustainable development and also brings us more innovation opportunities, stronger partnerships and more sustainable growth.
CONTENTS 04- Message from Chairman 08- China Eastern’s 2021: An Incredible Year in Review Appendix 06- About China Eastern 76-Performance lndrcators 81 -GRI Index 86—HK-ESG Index 90 -About the Report 92-Assu ranee Statement 94-Reader Feedback Strategy and Governance Providing Smart Services 16-Corporate Governance 20- Compltance Management 44-Guaranteerng Flight Punctuality 18-Party Burldtng 18- Technologrcallnnovation 19—Anti-corruption 20—Investor Relations 21 -Corp crate Strategy 22- Rrsk Management 22—lnformatization 45-Providing Heartwarming Servtce 47- lmprovrng TravelExperrence 5 2 -Protectrng Customer Prrvacy 53 -Contributing to lndustrral Development Our Journey Towards Sustainability Advancing Green and Low-carbon Development 26—Flrghts fcr Sustarnabtlrty 56—Addressing Clrmate Change 27—Materraltty Management 60 -Safeguarding Luctd Waters and Blue Sky 3D—Stakeholder Engagement 62 -Sustainable Utrlization of Resources 63 -Sustainable Value Chain Pursuing Safety Development Creating a Better Life 34- Upholdrng Avratton Safety 38- Safeguardrng Passenger Health 40- Carrng for Employee Health and Safety 66 -Supporting Employee Development 70- Facr lrtatrng Rural Vrtalrzatron 73- Engagrng 1n Local Communrttes 74- lmplementrng R egular COVID-19 Control 75-Specral Flrght Guarantee 2 CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 3
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Message from Chairman Time moves swiftly onward. 2021 was an unusual year for China and the world as well. China was on the journey towards realizing the Chinese Dream of national rejuvenation, and the world underwent the changes unseen in a century in the context of COVID-19 and worsening climate change, etc. Facing complex economic situation and global concerns, “eco-friendly” and “inclusive” recovery has become our common aspiration. Under such circumstances, the Chinese solutions in this regard have played a greater role in the international community. Sustainable development is still the golden key to the aforementioned problems. We firmly believe that no matter how pandemic impacts and market trends change, we shall ground our efforts in the new development stage, apply the new development philosophy, and pursue sustainable development; we will keep expanding open cooperation, and contribute to the recovery of the industry; we shall strive for new breakthroughs in the high-quality development and better support the building of a new development pattern. Safety and development are the cornerstone for stable and sustainable development. In 2021, we remained committed to the underlying principle of pursuing progress while ensuring stability, fulfilled our responsibilities to ensure work safety, and successfully completed scheduled flights. Amid the pandemic, Eastern Airlines Logistics (EAL) got listed, becoming the first stock of Chinese aviation logistics in the mixed ownership reform. Since then, China Eastern Group has become the first state-owned aviation transport group with two core businesses to go public, i.e., air passenger transport and aviation logistics. In the past year, we aligned our efforts on COVID-19 prevention and control, aviation transport, reform and development, etc. Specifically, we managed to launch transit service at Chengdu Tianfu International Airport and Qingdao Jiaodong International Airport; Xiamen Branch completed operation review; Hainan Branch was officially established; and we became the first to sign the agreement on operating five homemade C919 aircraft. In addition, we promoted Chinese to be listed as one of the official languages of the International Air Transport Association (IATA). We look forward to making exchange and cooperation with other IATA members and gathering global wisdom for a win-win future. Innovation is a key factor in the development of domestic circulation and international circulation. Focusing on the supply-side innovation of aviation products and services, we strive to build a new engine for boosting air travel consumption in domestic circulation. We have developed a host of innovation products for civil aviation, including the “10,000km mileage product”, the “one-step service package”, the “OK to Travel” service, and the “new-generation high-speed onboard Wi- Fi”, etc. With brand-new standards, we have launched 33 Air Express lines to better serve our air passengers, which are supported by exclusive check-in counters, priority security checkpoints and other facilities. We have also upgraded the “rail-air transport” service and released a brand-new membership system globally, joining hands with our passengers to create more values. To care for special groups of flyers, we have set up “courtesy counters”, developed “Sign Language Application”, and provided other services, enabling flyers with special needs and the elderly flyers to have better air travel experience. Continuing the strategic cooperation with Shanghai Volunteer Physicians League, we have organized nearly one thousand physicians to improve onboard medical first-aid and protect flyers’ health during a flight. Besides, we endeavor to build a long-term, highly efficient closed loop mechanism of “Doing Practical Things for the Masses”, accelerating the pace to improve employee care and build a happy China Eastern. China’s 30·60 Decarbonization Goal is a solemn undertaking to address climate change. As a member in civil aviation industry that accounts for a large percentage of global carbon emissions, China Eastern has taken systematic measures for carbon reduction and operated the country’s first full-life-cycle carbon-neutral flight, embarking on a new journey towards eco-friendly flights. In 2021, we co-organized the 2021 North Bund Forum—Parallel Forum 2: International Aviation Forum and released the Initiative for the Global Air Transport Industry to Reduce Carbon Emissions; at Zhuhai Airshow, we set up an independent booth themed “green flights”, showing our staged efforts to build an eco- friendly and sustainable aviation ecological chain; the first research report on carbon emission reduction in the Chinese and Italian civil aviation sectors, which took China Eastern as a research subject, was published with the witness of Italian Ambassador to China and Chinese Ambassador to Italy. In addition, our continuous efforts have also been recognized by the capital market. For the second consecutive year, we received A on MSCI ESG Ratings, ranking top in global civil aviation industry. We have strong belief that “our efforts will pay off in the future”. China’s accomplishment is a miracle in the human history of fighting against poverty. In 2021, China achieved the first centenary goal of building a moderately prosperous society in all respects on schedule, and declared victory in the critical battle against poverty as envisaged. As a central state-owned enterprise (SOE), China Eastern Group has made continuous efforts to promote poverty alleviation in Cangyuan County and Shuangjiang County in Yunnan Province, winning itself the honor of Outstanding Team for National Poverty Alleviation. We have aligned our efforts on poverty alleviation and rural vitalization. Specifically, we took the lead in signing strategic cooperation agreements on rural vitalization in fixed-point poverty alleviation areas, in promoting industrial development projects to boost rural economy, in introducing higher education resources and cultivating local faculty, and in strengthening organization building through joint building of Party branches. On the occasion of celebrating the 100th anniversary of the founding of the Communist Party of China (CPC), the Party Committee of China Eastern was awarded Outstanding Primary-level Party Organization by the CPC Central Committee. This is an era full of challenges and hopes. “Despite a long and tough journey, if you keep moving forward, you will always reach your destination”. Looking ahead, we will align our efforts with the global progress, national development and national rejuvenation, make continuous contribution to achieving the UN 2030 SDGs, and promote prosperity for all in the process of high-quality development. On the journey towards the second centenary goal, we will join hands with stakeholders to promote the building of a human community with a shared future. Liu Shaoyong Chairman of China Eastern Air Holding Company Chairman of China Eastern Airlines Co., Ltd. March 9, 2022 4 CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 5
About China Eastern Headquartered in Shanghai, China Eastern Airlines Co. Ltd. is one of the three state-owned backbone airlines of China. It originated from the first civil aviation squadron established in Shanghai in January 1957. China Eastern is the first Chinese airline to be listed on New York, Hong Kong and Shanghai stock markets. Currently, it operates a fleet of over 750 aircraft. which is one of the youngest fleets in the world. Moreover, it boasts the largest-scale wide body fleet with leading commercial and technical models in China. and it is the first Chinese civil airline to support the use of portable electronic devices (PEDs) such as asmartphone onboard. As a member of the SkyTeam Airline Alliance (SkyTeam), China Eastern boasts an aviation transport network covering 1,036 destinations in 170 countries and regions. providing services for more than 130 million (in 2019). Its passenger turnover ranks top 10 among global airlines. The ‘Eastern Miles’ frequent flyers enjoy the membership rights and interests of SkyTeam’s 19 airlines and have access to over 790 VIP airport lounges. At present. China Eastern has four hub airports in two municipalities- Beijing and Shanghai, and a few regional air hubs in Xi’an. Kunming and other cities. With 111 domestic and overseas branches, it operates businesses covering all provincial capital cities and airports with a passenger turnover of above 10 million. In recent years. China Eastern has launched several new international routes along the Belt and Road, actively building the Air Silk Road to connect the whole world by air. China Eastern is committed to providing high-quality aviation transport service and developing ‘smart • cloud aviation’. It has been rated for ten consecutive years as Top 100 Most Valuable Chinese Brands by the world’s famous brand rating agency- WPP, rated ‘A’ on MSCI ESG ratings for two consecutive years. and inscribed on CCTV’s list of 2021 China Top 500 ESG Leading Enterprises. In addition. the Company has received awards and honors at home and abroad for operating quality, service experience. and social responsibility fulfillment. etc. Fleet structure in 2019-2021 Aircraft Model 2021 2020 2019 B777 series 20 20 20 B787 series 10 10 10 A350 series 11 8 7 A330 series 56 56 56 A320 series 358 336 328 B737 series 290 292 302 ARJ21 7 Note: The data of freight aircraft of China Eastern Group’s subsidiaries are excluded3 0 Business aircraft 6 9 11 Total 758 734 734 Note The data of fre1ght a rcraft of Ch1na Eastern Grou ·s subs1dlar1es are excluded 6 CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 7
China Eastern’s 2021: An Incredible Year in Review Our Common Memories National Advanced Collective for Poverty Alleviation Officially signing the first C919 aircraft purchase contract Carrying out activities to study the history of the CPC The first stock of Chinese aviation logistics in the mixed ownership reform On February 25, 2021, China Eastern was awarded National Advanced Collective for Poverty Alleviation by the CPC Central Committee and the State Council, becoming the first central SOE of civil aviation to win this honor in China. As the world’s first launch customer of China’s homemade trunk liner C919, China Eastern officially signed a purchase contract of five C919 aircraft in Shanghai on March 1, 2021, becoming the world’s first airline to operate C919 aircraft. In 2021, the Company carried out a series of activities to study the history of the CPC, including “music and songs related to the CPC”, “Party members’ talks of the CPC history”, “CPC themed flights”, “memories related to the CPC”, and “exhibitions on CPC history”, etc. Moreover, the campaign of “Doing Practical Things for the Masses” was launched, completing a total of 349 tasks for the sake of our people. On June 9, 2021, Eastern Airlines Logistics (EAL), a subsidiary of China Eastern Group, was listed on the main board of the Shanghai Stock Exchange (SSE), becoming the first stock of Chinese aviation logistics in the mixed ownership reform. Since then, China Eastern has become the first state-owned aviation transport group with two core businesses to go public, i.e., air passenger transport and aviation logistics. Our debut at TFU The highest honor ever awarded Celebrating the 100th anniversary of the founding of the CPC Making cash donation to Henan flood relief On June 27, 2021, China Eastern operated its first two flights departing from Chengdu Tianfu International Airport (IATA code: TFU) to Beijing and Shanghai respectively, the debut at TFU and a solid step towards supporting the economy of the Chengdu-Chongqing economic circle. In July 2021, on the occasion of celebrating the 100th anniversary of the founding of the CPC, the Decision of the CPC Central Committee on Commending Outstanding Party Members, Outstanding Party Building Officials, and Outstanding Primary-level Party Organizations was released. According to the decision, the Party Committee of China Eastern Airlines Co., Ltd. was awarded Outstanding Primary-level Party Organization by the CPC Central Committee. In 2021, China Eastern Group organized a series of activities to celebrate the 100th anniversary of the founding of the CPC. We organized 27,200 employees into watching the live broadcast of Xi Jinping’s speech delivered on July 1, and conducted other activities to study the guidelines of the speech. Moreover, we held the national flag raising ceremony, reviewed the Party admission oath, and provided service guarantee for the celebration activities. On July 22, 2021, immediately after Henan’s flood disaster, China Eastern Group donated RMB 20 million to Henan Charity Federation for flood relief and post-disaster reconstruction in Henan. 8 CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 9
Rated “A” on MSCI ESG ratings for two consecutive years, ranking 1st in aviation industry “CIIE shopping cart” The 2021 North Bund Forum—Parallel Forum 2: International Aviation Forum The first full-life-cycle carbon-neutral flight According to the latest environmental, social and governance (ESG) ratings released by the renowned global index provider MSCI on November 30, 2021, China Eastern was rated “A” for the second consecutive year, ranking top in global aviation industry. Among the seven Chinese A-share listed airlines, China Eastern was the only airline to receive “A” on MSCI ESG ratings. On December 3, 2021, China Eastern and nine other central SOEs were included in the first batch of “China ESG Demonstration Enterprises”. On November 5, 2021, China Eastern Group, as a major exhibitor, designated air carrier, purchaser and service provider at the 4th China International Import Expo (CIIE), signed 14 orders offline or online, with the total contract volume of over 1.1 billion US dollars. The volume of contracts with CIIE exhibitors accounted for nearly 70% of the total. On November 4, 2021, China Eastern co-organized the Parallel Forum 2: International Aviation Forum of the 2021 North Bund Forum, to which President Xi Jinping (also General Secretary of the CPC Central Committee) sent a congratulatory letter. On International Aviation Forum, the paths of sustainable development and new models of international cooperation for the industry were discussed and several industry-leading achievements and initiatives were released. On October 12, 2021, China Eastern operated the country’s first full-life-cycle carbon-neutral flight, removing carbon footprints in the entire life cycle of aviation fuel from the oil field to the air. Airport transit in Jiaodong Promoting rural vitalization Establishing Hainan Branch Releasing a brand-new membership system globally Supporting Chinese to become an official language of IATA On August 12, 2021, China Eastern operated the first flight to Qingdao Jiaodong International Airport and successfully completed the one- night seamless transit from Qingdao Liuting International Airport to Qingdao Jiaodong International Airport, officially kicking off the transit operation. Amid the pandemic, the Company increased investment in promoting rural vitalization. In August 2021, we organized employees into studying the guidelines of “General Secretary Xi Jinping’s important replies”* and promoted the economic development of Lincang; in December 2021, we invited the Party secretaries of border villages in Cangyuan to visit CPC’s historical landmarks, winning praise from all walks of life. On September 16, 2021, China Eastern established Hainan Branch, striving to become the main base airline in Hainan and build the Air Silk Road connecting Hainan Free Trade Port (HFTP) to the world. On September 26, China Eastern released a brand- new membership system of “Eastern Miles” globally. Its newly launched products and services have been widely praised, including the “five highlights”, flight credit accumulation, and the newly developed “10,000km mileage product”, etc. On October 4, 2021, with the convincing application of China Eastern, a member of IATA Council, the 77th IATA annual meeting approved an important resolution, i.e., Chinese becomes the only new official language of IATA within the past 76 years. * On August 19, 2021, President Xi Jinping replied in a letter of encouragement to the Party secretaries of border villages in Cangyuan County, China. 10 CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 11
CSR Performance Award Issuer Award Issuer Outstanding Primary-level Party Organization The CPC Central Committee Outstanding Enterprise Award for Shanghai Corporate Social Responsibility Report Shanghai Federation of Industrial Economics (SFIE)/Shanghai Federation of Economics Organizations (SFEO) National Advanced Collective for Poverty Alleviation The CPC Central Committee, the State Council Evergreen Award of GoldenBee CSR Report Honor Roll 2021 GoldenBee Think Tank for China Sustainability Tribune Rated “A” in the Party building performance evaluation for central SOEs (for three consecutive years) The State-owned Assets Supervision and Administration Commission of the State Council (SASAC) The 100 Micro-movies Celebrating the 100th Anniversary of the Founding of the CPC won the Excellence Award for Social Responsibility Performance. Bureau of Publicity, the SASAC Rated “A” on MSCI ESG ratings (for two consecutive years) MSCI The First Prize (video), Second Prize (graph & text), Third Prize (video) of the 4th Central SOE Amazing Stories Competition Bureau of Publicity, the SASAC; People.cn 2021 Top 50 Most Valuable Global Airline Brands (8th) Brand Finance The international communication case of China Eastern was selected into the Case Collection of International Image Building of Chinese Enterprises (for four consecutive years). News Center, the SASAC 2021 BrandZTM Top 50 Globalized Chinese Brands (20th) Google, WPP, Kantar 2021 Top Ten Outstanding Cases of International Image Building for Chinese Enterprises (No. 1) News Center, the SASAC 2021 BrandZTM Top 100 Most Valuable Chinese Brands (66th) WPP, Kantar “Lingyan” Young Lecturer Group was awarded Outstanding Group for CPC Basic Theory Lecturing. Publicity Department of the CPC 2017-2020 Outstanding Mass Sports Organization, the 14th Games of the People’s Republic of China General Administration of Sport of China SASAC’s research group for the 2021 ESG The Voice of Generation Z Award and Overseas Most Popularity Award of the Belt and Road 100-Country Micro-video Competition Gold Award for Corporate Brand Communication, Gold Award for Tourism Service and Urban Brand Promotion, Gold Award for Overseas Communication of the 17th China Public Relations Industry Best Practices Competition Best Activity Prize and Best Video Prize of Shanghai Silver Pigeon Award News Center, the SASAC, Huanqiu.com, and China Public Diplomacy Association China International Public Relations Association (CIPRA) Information Office of the Shanghai Municipal Party Committee Central SOEs ESG · Pioneer 50 Index (11th) Blue Book of Central-controlled Listed Companies in China First Prize (microfilm) and Second Prize (micro video, brand essay) of the 9th National Brand Story Competition China Association for Quality China’s first batch of ESG Demonstration Enterprises ESG Expert Committee of China Social Responsibility 100 Forum Outstanding Organization Award of the 9th National Brand Story Competition China Association for Quality Top 500 Outstanding Chinese ESG Enterprises (23rd), 1st in transportation sector Sina Finance ESG Rating Center, CCTV-1 Program—The Growing of the Great Brand First Prize (brand essay, microfilm, micro video) of the 9th National Brand Story Competition (Shanghai) Shanghai Association for Quality 2020 Top 500 Chinese Enterprises 2020 Top 500 Chinese Enterprises in Tertiary Sector 2021 Top 100 Chinese Transnational Enterprises and Transnational Index (64th) China Enterprise Confederation (CEC), China Enterprise Directors Association (CEDA) China Enterprise Confederation (CEC), China Enterprise Directors Association (CEDA) China Enterprise Confederation (CEC), China Enterprise Directors Association (CEDA) Top 10 Central SOEs with Best Overseas Communication The project “Financial Contracts Smart Management System” won Best Innovation Practice Award on the ISIG China Industrial Intelligence Conference. The 2020 Central SOEs Overseas Communication Capacity Building Report is jointly released by New Media Communication Research Center of Beijing Normal University (BNU), China Daily, GMW.cn, and BNU Journalism and Communication Research Center. ISIG China Industrial Intelligence Conference Best Airline Cultural and Creative Five-Star Award on Global Airline Meal List Global NEWS Panorama Investor Relations Gold Awards—Award for 2020 Outstanding IR Enterprises, Award for Institutions with Best Communication Performance Shenzhen Panorama Network Co., Ltd. 12 CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 13
Strategy and Governance Corporate Governance 16 Party Building 18 Technological Innovation 18 Anti-corruption 19 Investor Relations 20 Compliance Management 20 Corporate Strategy 21 Risk Management 22 Informatization 22
Corporate Governance We believe that good corporate governance is of vital importance to protection and improvement of the Company’s value and investor confidence. In strict accordance with the Company Law of the People’s Republic of China, Securities Law of the People’s Republic of China, Code of Corporate Governance of Listed Companies (Announcement No. 29 [2018] of China Securities Regulatory Commission), as well as Hong Kong regulatory rules for securities and other related laws, regulations and provisions, China Eastern has enhanced internal control, information disclosure and insider information, improved its modern legal-person corporate governance structure (Shareholders’ Meeting, Board of Directors, Board of Supervisors and General Managers), and formed a coordinated corporate governance mechanism where the system of checks and balances is applied between the governing authority, decision-making authority, supervision authority, and general managers. In line with Articles of Incorporation, the Shareholders’ Meeting, Board of Directors, Board of Supervisors and General Managers operate independently within the scope of their respective rights and duties. In 2021, the Board of Directors played a critical role in “developing strategies, making decisions and preventing risks”. It reviewed 60 proposals on annual financial budget, investment plans and other matters, and conducted research on eight special issues throughout the year. Meanwhile, the Company held the seminar on the training and development of the Board of Directors, clarified requirements and plans for improving the Board, and continuously standardized the operating procedures of the Board. Organizational Framework General Office Board Office China Eastern Pudong Base Construction and Operation Headquarters Construction and Operation Headquarters in Beijing Daxing International Airport Shanghai Airlines Co., Ltd. China Eastern Airlines Yunnan Co., Ltd. China Eastern Airlines Jiangsu Co., Ltd. Eastern Airlines Technology Co., Ltd. China United Airlines Co., Ltd. 2021 Human Resources Department China Eastern Airlines Wuhan Co., Ltd. In 2021, the Company held 3 Shareholders’ Meetings, 14 meetings of the Board of Directors, 24 meetings of the special committees, and organized directors, supervisors and senior executives into participating in 12 training sessions on responsibility fulfillment at listed companies. Accounting Department Planning and Development Department Legal Compliance Department The Leading Group Office of Comprehensively Deepening Reform Safety Supervision Department China Eastern Airlines Technology R&D Center Co., Ltd OTT Airlines Co., Ltd. Northwest Branch Beijing Branch Shandong Branch Anhui Branch Operation Management Department Jiangxi Branch Shanxi Branch Board Members Name Post Liu Shaoyong Chairman, Party Secretary Li Yangmin Vice Chairman, General Manager, Vice Party Secretary Tang Bing Director, Vice Party Secretary Lin Wanli Director Cai Hongping Independent Director Dong Xuebo Independent Director Sun Zheng Independent Director Lu Xiongwen Independent Director Jiang Jiang Employee Director, Chairman of Labor Union Flight Technology Management Department Maintenance Engineering Department Audit Department/Supervision and Accountability Office Security Department Party Work Department/United Front Work Department Party Publicity Department /Corporate Culture and Brand Management Department Commission of Discipline Inspection Office Zhejiang Branch Gansu Branch Sichuan Branch Guangdong Branch Japan Branch Xiamen Branch Hainan Branch Shanghai Flight Division Ground Services Department Governance Framework Shareholders’ Meeting (Governing Authority) Party Committee Inspection Office Labor Union Office Operation and Control Center Business Committee Sales Committee Customer Committee Shareholders’ Meeting (Decision-making Authority) Board of Supervisors (Supervision Authority) Chief-on-duty Manager Office Cabin Service Department Board of Directors Nomination and Remuneration Committee Board of Directors Audit and Risk Management Committee Board of Directors Planning and Development Committee Board of Directors Aviation Safety and Environment Committee Air Security Management Department Information Department Integrated Management Department General Manager Note: We have newly established Hainan Branch. 16 CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 17
Party Building In 2021, confronted with the COVID-19 pandemic and the complex international situation, the Party organizations of China Eastern Group followed the guidance of Xi Jinping Thought on Socialism with Chinese Characteristics for a New Era and implemented the guiding principles of the Party’s 19th National Congress and all plenary sessions of the 19th Party Central Committee. Adhering to the overarching requirements for Party building and the Party’s organizational line in the new era, we continued to improve Party building and converted the political, organizational and mass work advantages of the Party into our strengths in reform and development, ensuring a smooth start of the 14th Five-Year Plan period. On June 30, 2021, Li Yangmin, General Manager of China Eastern, delivered a speech on the first ICAO Industry Consultative Forum, sharing China Eastern’s innovation cases of new technologies and new applications in service, operation, onboard internet, energy saving and environmental protection, etc. Giving top priority to the political work of the Party, we have strictly implemented the “first issue” system of the Party committee meeting, formulated three important documents such as the Opinions of the Party Organizations of China Eastern Air Holding Company on Investment Companies’ Strengthening Party Leadership while Improving Corporate Governance, and conducted research on transportation service, COVID-19 prevention and control, Party conduct improvement and anti-corruption, and other important topics. Moreover, we have continuously strengthened primary-level Party building. Through the campaign of “reflecting on” the implementation of the guidelines of the SOE Party building meeting, we have promoted the application of Party branch target management methods, and leveraged Party building brands such as “Blue Sky Party Group” to build a set of scientific, highly efficient SOE primary-level Party building management systems. Besides, we have consolidated the achievements in the development of Party members and backbone officials. In 2021, the Party Committee of China Eastern was awarded Outstanding Primary-level Party Organization; China Eastern Group was rated “A” in the Party building performance evaluation for central SOEs for three consecutive years; and “Lingyan” Young Lecturer Group was awarded Outstanding Group for CPC Basic Theory Lecturing by the Publicity Department of the CPC, becoming the first group to win the honor in China’s civil aviation industry. On the occasion of the 100th anniversary of the founding of the CPC, we have carried out a series of activities to study the history of the CPC and the Party’s new thoughts, new philosophies and new judgments, including 93 reading sessions for Party organizations at all levels, over 360 theme-specific Party lectures, and over 1,500 patriotic education activities, etc. At the same time, we have launched the campaign of “Doing Practical Things for the Masses” to test the achievements of studying the history of the CPC, completing a total of 349 tasks for the sake of our people. With these efforts, we strive to build a “heartfelt airline” and convert the achievements of studying the Party’s history into effective practices to promote the Company’s high-quality development. Technological Innovation 2021 In 2021, we held 7 warning education meetings and disclosed 28 violations or illegal conducts detected and punished by discipline inspection organizations at all levels, covering 2,722 people. China Eastern Group, along with its branches and subsidiaries, carried out anti-corruption education and reminded the staff of keeping integrity. Throughout the year, 1,407 notifications were issued, 49,176 reminder messages and 5,812 reminder emails sent, 23,010 warning education activities held, 3,552 inspections and 138 special rectification actions organized. Anti-corruption China Eastern highlights strict tone to enhance the ability of leading officials against the corruption by establishing the system that ensures its officials do not dare to be, cannot be, and do not want to be corrupt according to the requirements of the Guiding Opinions of China Eastern Group on Improving the Anti-corruption Risk Control Mechanism for Aircraft Procurement, Guiding Opinions of China Eastern Group on Promoting the Integrated Air Service System in Which Officials ‘Do Not Dare to Be, Can Not Be, and Do Not Want to Be Corrupt’ , Guiding Opinions of China Eastern Group on Regulating Conducts Involved the Airplane, Ticket, Transport, Flight, IT and other aspects to Prevent Conflicts of Interests of the Management, and Guiding Opinions on Rectification and Supervision over Four Issues Concerning Corruption Overseas, Transfer of Interests, Rent Setting and Rent Seeking, and Corporate Property Embezzlement. In 2021, we focused on preventing corruption risks that involve the “airplane, ticket, transport, flight, and IT”, and continued to tackle pointless formalities, bureaucratism, hedonism and extravagance. We organized a variety of activities such as collective learning, theme-specific training, symposiums and research projects in an effort to realize the standardized, law-based and rule-based disciplinary inspection and supervision. On major festivals and holidays, we sent notifications, short messages or WeChat messages to remind staff of anti-corruption and integrity; we also organized warning education and inspection activities, and continued to promote the integrity culture building campaign. In addition, incorporating the requirements of political inspections into our routine work, we conducted inspections for 12 Party committees of China Eastern, and guided those of subordinated institutions to conduct inspections for 88 primary-level Party organizations. Besides, we organized 40 employees into participating in the training organized by China Academy of Discipline Inspection and Supervision (CADIS), and selected employees to support the work of the inspection teams of the CPC Central Committee, local commission for discipline inspection and local commission of supervision, consolidating and expanding achievements through inspection and rectification. We have actively promoted the tech company reform demonstration campaign, accelerated the building of technological innovation platforms, and endeavored to create a “China Eastern Model” of technological innovation with the focus on driving high-quality development through S&T innovation. In 2021, the Company consolidated the top-level design and revised seven systems such as the Regulations of the R&D Center on the Administration of Research Projects. Meanwhile, the Company accelerated the building of a technological innovation laboratory, completed the site renovation of China Eastern 5G Smart Laboratory and the preliminary design of the Laboratory Incubation Platform, and co-built the Smart Operation Laboratory of Homegrown Civil Aircraft with Commercial Aircraft China Eastern attaches great importance to the protection of whistle-blowers. In accordance with the Rules of Discipline Inspection and Supervision Organizations to Handle Reports and Accusations and confidentiality provisions, we regulate discipline inspection and supervision organizations at all levels in reporting violations, guarantee the supervisory power of Party members and the public, and protect the legitimate rights and interests of Party members and officials. Main measures for anti-corruption and integrity building Corporation of China, Ltd. (COMAC) and Tongji University. In addition, we have promoted the application of the Think Cloud applet to accelerate the transformation of technological achievements and improve technological innovation capability. 2021 Fulfill responsibilities for anti-corruption and integrity In line with the Provisions Regarding Implementation of the Accountability System for Improving Party Conduct and Building Integrity, we urge the leadership of Party organizations and governments at all levels to fulfill their responsibilities for anti-corruption, integrity building and operation management. Tackle pointless formalities, bureaucratism, hedonism and extravagance We resolutely tackle pointless formalities and bureaucratism which affect the implementation of the decisions and plans of the Party Central Committee, ignore or infringe on the public’s interests, and increase the burden on grassroots officials. We continue to address the practice of hedonism and extravagance which damage the Party’s image and upset the public. We also take actions to rectify the practice of illegally accepting or giving bribes, disclose typical cases of violations, and seriously punish all violations detected. In 2021, the R&D Center obtained 11 software copyrights and 2 invention patents, Exercise self-discipline Have a preference for prevention over punishment Coordinate the efforts on oversight and registered 16 training & teaching works. We intensify the guidance, management and supervision over Party members in positions of leadership, and endeavor to build a workforce with self-discipline. We enhance integrity building in strict accordance with the Several Provisions on the Integrity of the Leadership of SOEs and the Provisions on Reporting Relevant Personal Matters by Leading Officials. In line with laws and regulations, we detect and punish violations and illegal conducts. At the same time, we disclose typical cases of violations and enhance warning education so as to prevent violations. We coordinate the efforts of all involved to intensify oversight, resolve major problems, and enhance management from the source, covering the departments of personnel management, overall inspection, auditing, disciplinary inspection, legal compliance, etc. 18 CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 19
Corporate Strategy Grounded in the new development stage, we apply the new development philosophy and create a new pattern of development. On the basis of our performance during the 13th Five-Year Plan period, we clarify the development ideas and goals for the 14th Five-Year Plan period. With high-quality development as the theme, we advance reform and technological innovation, promote intelligent, refined and internationalized development, and accelerate the transformation towards a large-sized leading aviation group in the new era, with the goal of building a world-class airline and a happy China Eastern. Investor Relations In 2021, China Eastern Group compiled the Development Plan of China Eastern Air Holding Company during the 14th Five-Year Plan Period (draft to be reviewed) and held 23 seminars to solicit opinions on the Development Plan. Meanwhile, we conducted field research with priority given to reform and development of the industry and formulated the “3+5” industry development plan, which specifies the development positioning, goals, organizational forms and key tasks of three main businesses and five related sectors. According to the regulatory requirements for listed companies, China Eastern discloses information and continuously improves operation compliance. In 2021, we issued 80 announcements in line with the regulatory rules of Shanghai, Hong Kong and New York, covering periodic reports, announcements on major capital projects, announcements on public issuance of corporate bonds, and announcements related to daily related-party transactions, etc. Moreover, we were rated “A” for the eighth year in the information disclose evaluation of the SSE, and won the Gold Prize of the 2021 International ARC Awards for Annual Reports, the Gold Prize of the LACP Vision Award for Annual Reports, and other honors. We have also built platforms for communication with investors, carried out multi-channel and multi- form investor communication, and improved investor relations management to safeguard the legitimate rights and interests of our investors. In 2021, the Company conducted effective communication with investors through roadshows, teleconferences, emails, the SSE E-interactive platform, and other channels. Throughout the year, we organized or participated in over 30 investor relations activities, organized 175 analysts or investors at home and overseas into joining teleconferences, conducted face-to-face communication with nearly 40 VIP investors, and realized communication with 568 institutional investors. Our overall objectives by 2025 (the end of the 14th Five-Year Plan period) Long-range objectives through the year 2035 We will develop intelligent air transport as the main business, build an aviation industry cluster and innovation platform, and create a worldclass aviation industry group that advocates coordinated development, high quality and efficiency, and ecological protection. We will build a world-class airline and a happy China Eastern, and strive to be one of the global aviation leaders. Compliance Management Corporate Strategic Path Since its inception, China Eastern has always adhered to law-based corporate governance and operation compliance. In strict accordance with national laws and regulations such as Company Law of the People’s Republic of China and Guidance on Compliance Management for Central State- owned Enterprises, as well as the industry code of conduct, we have taken the lead in building the compliance management system and formulated the Interim Measures for Advancing the Building of a Law-based China Eastern and Notice on Further Strengthening the Supervision over Contract Performance amid the COVID-19 Pandemic. We have conducted the annual evaluation of law-based corporate governance and promoted the building of a law-based China Eastern to safeguard the Company’s stable and healthy development. To prevent legal compliance risks involving foreign interests, we have actively participated in legal training activities organized by certain international Intelligent Refined Internationalized organizations and the preparation of international civil aviation rules in unremitting efforts to study the international rules of civil aviation. Besides, we try to assign full-time legal personnel to important overseas branches, subsidiaries or institutions. To build a world-class airline and a happy China Eastern, we have carried out online training on the Civil Code of the People’s Republic of China and legal training for employees and management personnel at all levels. In building compliance culture, we endeavor to create a compliance atmosphere where everyone and everything are in compliance. Moreover, we advance the institutionalization, normalization and diversification of legal publicity and education. Besides, we hold training sessions for legal personnel to improve their professional skills, and regularly organize employees into joining SASAC legal compliance lectures in an effort to build a team of talented legal personnel with both integrity and ability. In 2021, the Company’s review rate of major operation decisions, rules and regulations, and economic contracts reached 100%; no legal dispute occurred involving monopoly and unfair competition. Adapting to the trend of digital transformation and intelligent upgrade to build “smart • cloud aviation”, and making data a key production factor; promoting the in- depth application of big data to advance reform in the Company’s management philosophy, production model, and operating efficiency Improving total factor productivity and resource allocation efficiency Internationalization is not only about the region and scope of business operations, but also about work standards 20 CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 21
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Risk Management Upholding the bottom line thinking, we have taken institutional building as the foundation and system building as the focus to improve the risk control system. We improve risk management measures and the governance system so as to advance modernization of governance, improve risk management and realize high-quality development of the Company. In 2021, we organized approximately 220 risk control personnel at different levels into participating in risk control training in an effort to improve the overall capability of the risk control team. Throughout the year, no major risk incident occurred. The project “Cross-Border Risk Management of Aviation Enterprises” was awarded the benchmark project for key SOEs to enhance corporate governance by the SASAC. Key measures for risk management in 2021 Conduct risk management Enhance specific risk Steadily promote internal Continuously enhance in all respects management control evaluation internal control According to the requirements of the SASAC, we took the lead in evaluating major risks for the Company in 2021. We held risk management seminars, tried to build a classified risk monitoring index system, and regularly tracked risk management and index monitoring updates to ensure that major risks for the Company are controllable and under control. Adhering to the problem-oriented and risk-oriented approach, we conducted audit and supervision over major issues that affect the Company’s business development, and organized various risk specific audits on key businesses, key issues, and major operations, to promote high-quality development of the Company. With the working principles of “making evaluation and rectification for improvement of internal control”, we established a leading group and a working group for internal control evaluation, formulated the working plan for the 2021 internal control evaluation, and enhanced inspection and supervision over risk control in unremitting efforts to improve the internal control system of the We intensified the building of risk management culture and tried to incorporate basic requirements of risk management such as risk evaluation and risk prevention into the implementation of major tasks. Meanwhile, we raised the staff’s awareness of risk management, improved the risk internal control system, and nurtured a compliance culture where everyone at China Company. Eastern exercises self-discipline. The “Data inventory, Data standardization, Data evaluation and Data application” Governance Model of China Eastern was awarded the Benchmark Model for Key SOEs to Improve Management by the SASAC. Advancing Digital Transformation with “Data inventory, Data standardization, Data evaluation and Data application” Governance Model of China Eastern was inscribed on the list of outstanding cases of central SOEs in cybersecurity and informatization during the 13th Five-Year Plan period. Exploring the Work Pattern for Data Management Positions won the 2021 DAMA China Data Governance Innovation Award. Informatization With the belief that “digitalization is the highest form of airlines”, China Eastern implements a series of decisions and plans of the country on building up strengths for digital economy, applies information technology in production & operation, corporate governance and customer experience, etc., and deploys digital approaches to support the high-quality development of the Company. In 2021, we focused on the top-level design plan for digital transformation, prepared the sub-plan for informatization during the 14th Five-Year Plan period, and continued to improve the Company’s cybersecurity management system framework. Moreover, we worked on data compliance and value evaluation, and built new business scenarios and processes through digital transformation. Apart from further applying IT in business scenarios, we accelerated the development of intelligent marketing service, intelligent and safe operation, and refined corporate governance, making integrated efforts to promote the Company’s digital transformation. Besides, we released our self-compiled version of the first data value evaluation report and launched the aviation resource database product, which was listed on the first operation day of Shanghai Data Exchange, contributing to the development of smart aviation. In advancing informatization, we adhere to the innovation-driven development and pay attention to the protection of intellectual property (IP) rights and patents. In line with laws and regulations such as Trademark Law of the People’s Republic of China and the Patent Law of the People’s Republic of China, we have formulated and issued the Measures on the Management of Trademarks to standardize the management of the Company’s IP and brand image. Moreover, we have established IP certification channels and regularly conducted IP infringement investigation. By the end of 2021, we had obtained over 100 software copyrights and applied for over 10 patents (including patents granted and patents pending). Key measures to improve informatization • We have built the VR Exhibition Hall of China Eastern Patriotism Education Base, which is part of SOEs’ Party building efforts under the Digital Party leadership of SASAC Party Committee. building • We have established the China Eastern Grand Bazaar for Poverty Alleviation, which realizes the purchase and order query of poverty-alleviation products via China Eastern Application. • China Eastern Applet has been launched in a few channels including xuexi.cn, which creates the WeChat Logo scanning skip function and integrates 11 core functions such as flight information push notification. Intelligent marketing • We support commercial operation of Wi-Fi products, realize combination of points and cash for deductible payment in offline retail scenarios, and build a service new scenario of China Eastern’ s points ecology. • Regarding data as the key factor, we focus on algorithm optimization in marketing, service and other fields, integrate emerging digital technologies, and advance informatization to launch a variety of air travel products, speeding up the implementation of the Company’s digital transformation. • The flight planning module of the new-generation operation control system has been officially launched at China Eastern, realizing the early aviation permit assessment based on domestic and international notices and weather restrictions. • Relying on the tripartite working mechanism with CAAC East China Air Traffic Management Bureau and Shanghai Airport (Group) Co., Intelligent and safe operation Ltd., we promote the construction of digital apron and have basically realized the integration of high-precision airport maps and airline production data. • The Aircraft Ground Collision Avoidance and Warning Project is selected as a civil aviation safety capacity building project and receives special funding support from the CAAC. • We have built up the capability of business operation and financial analysis, and formed an improved closed loop covering data collection, problem analysis and business improvement. • We have built a company-wide regulatory indicator reporting system and realized dynamic monitoring of regulatory indicators, forming a 56-theme optimized regulatory indicator database. corporate Refined • We have issued the first fully digital electronic invoice in China’s civil aviation industry, realizing a direct channel of taxation between the Company and governance the State Taxation Administration. • The project “Financial Contracts Smart Management System” realizes financial information sharing and management & control through the smart review capability platform, receiving Best Innovation Practice Award on the 2nd ISIG China Industrial Intelligence Conference. • We have built a COVID-19 prevention & control information platform for all at China Eastern and developed an online, non-contact visitor management system. 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 23
Our Journey Towards Sustainability Flights for Sustainability 26 Materiality Management 27 Stakeholder Engagement 30
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Flights for Sustainability Sustainability Journey Philosophy CSR Caring for employees, putting customers first, satisfying shareholders, and earning the public’s trust Corporate Strategy Build a world-class airline and a happy China Eastern Management Approach Sustainability management, background stakeholder analysis, engagement material topic Organizational System Senior management Formulating and reviewing CSR policies Intermediate management Formulating and managing CSR policies Primary-level units Implementing CSR measures Advantages of China Eastern • As one of the three largest state-owned airlines in China, China Eastern boasts one of the world’s youngest fleets and ranks top ten in terms of transportation scale among global airlines. The Company ranks top in terms of several operating indicators in global aviation industry. • To build a world-class airline and a happy China Eastern, China Eastern advances reform and technological innovation, promotes intelligent, refined and internationalized development to accelerate the transformation towards a large-sized leading aviation group in the new era. • We align our efforts on energy saving and ecological protection, carbon peak and carbon neutrality. To this end, we join hands with all walks of life to publicize China’s plan, standards of civil aviation industry and China Eastern’s assertion on energy conservation and carbon reduction, helping win the battle against pollution with high-quality development and sustainability. • We actively fulfill our responsibilities as a central SOE to effectively support rural vitalization. • We implement the strategy of strengthening the Company by training competent personnel, unveil a new stage for talent development, and convert talent advantages into development strengths. Sustainability Background The United Nations has officially launched the Decade of Action towards achieving the SDGs by mobilizing more governments, civil society, businesses and calling on all people to make joint effort for the Global Goals. China pursues innovative, coordinated, green, inclusive and sharing development, promotes high-quality economic development, and fully implements the 2030 Agenda for Sustainable Development. The SASAC attaches great importance to CSR fulfillment of central SOEs. Through collecting outstanding CSR cases from enterprises and providing CSR trainings, the SASAC actively mobilizes central SOEs to fulfill social responsibility. Sustainable transportation is directly related to several goals of the 2030 Agenda for Sustainable Development. It promotes China to build up its strength in transportation. Responsible investment has attracted increasingly more attention from the capital market. The SASAC encourages SOEs and central SOEs to play exemplar role in ESG system building to build or improve the environmental, social and governance(ESG) system. Focus Areas of Sustainable Development of China Eastern Promoting Interconnectivity Addressing Climate Implementing Rural Vitalization Change through Aviation Materiality Reflecting on Previous Material Topics and Identifying Material Topics in 2021 Management Based on the material topics analyzed in the 2020 CSR Report of China Eastern, and taking into account internal and external feedback from stakeholders during the reporting period, we add important topics, highlight and refine core topics to provide reference for the analyses of material topics in 2021. In 2021, we analyzed the trend of social responsibility reports released at home and overseas, benchmarked against the sustainability requirements and practices of the aviation industry, identified and analyzed material topics in line with standards and rules such as GRI Standards and the Environmental, Social and Governance Reporting Guide issued by the Stock Exchange of Hong Kong Ltd. Topic Evaluation In line with the principles of materiality and stakeholder engagement, we prioritized the material topics to be analyzed. In 2021, we collected 77 pieces of feedback from the management and primary-level employees through questionnaires, surveys, interviews and other forms, and adjusted the list of material topics to be analyzed. According to the feedback, we summarized the scores of all respondents for the importance of topics. Then, we prioritized the topics in terms of importance to stakeholders and importance to the Company, obtaining the preliminary evaluation results of material topics. Topic Verification Based on the Company’s strategy and business policy, we reviewed the preliminary evaluation results of material topics, sorted out 20 material topics that are more important to the Company and stakeholders, and assigned priority levels to them. Higher Aviation Safety Passenger Health and Safety Passenger Experience Improvement Flight Punctuality Customer Privacy Protection Product and Service Innovation Internationalized Development Occupational Health and Safety Special Passenger Service Compliance Operation Importance Rural Vitalization Addressing Climate Change to Engaging in Local Communities stakeholders Special Passenger Service Sustainable Utilization of Resources Labor Working Protection Conditions and Pollution Prevention and Control Sustainability Value Chain Diversity and Equal Opportunities Training and Development High Importance to company development Higher Materiality Matrix China Eastern 2021 Corporate Social Responsibility Report focuses on collecting and disclosing information about the management methods and indicators for the aforementioned 20 material topics. For topics with no available management or performance information, we regard them as the space of improvement in CSR management. In future reporting period, we plan to establish a CSR management and information collection mechanism in order to improve CSR information disclosure quality. 26 CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 27
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Material Topic GRI Topics Progress in 2021 Plan for 2022 Compliance • Conducted the annual evaluation of law-based corporate • Improve the system of rules and regulations and build a Operation governance hierarchical, classified institutional system framework for • Carried out online training on the Civil Code of the People’s China Eastern Republic of China and legal training for employees and • Continuously improve the compliance management working management personnel at all levels mechanism and system • Held training sessions for legal personnel to improve their • Carry out legal training for employees and management professional skills personnel at all levels in line with the requirements of the eighth five-year plan for increasing public knowledge of the law Aviation Safety • Issued manuals such as the Measures for the Administration • Promote system construction and improve security of Work Safety and the Regulations on Safety Management governance capabilities of High-Altitude Airport Operation • Continue to strictly organize production and strengthen the • Conducted hidden danger investigation and management management and control of operation process with the focus on “five aspects” • Carried out cultural training to foster safety culture Passenger Health GRI 416 Customer • Strictly implemented the “SAFE520” Safety Work Method • Pay attention to COVID-19 situation updates and continuously and Safety Health and Safety • Enhanced in-flight catering quality management optimize relevant prevention & control procedures for • Formulated and released the Passenger Injury, Illness and passengers Death Emergency Response Plan of China Eastern Air • Enhance in-flight catering quality inspection and control Holding Company Occupational Health GRI 403 • Cared for employees’ psychological health • Continuously improve the Company’s public health system and Safety Occupational Health • Implemented the four-pronged overseas medical care and build the disease prevention and control system and Safety guarantee system Flight Punctuality • Continue to improve the Office of Customer Service (OCC) • Conduct flight delay rating and flight punctuality evaluation manual system to reduce flight delay rate • Developed the flight delay pre-decision system • Improved the flight ground support management system (MU Communication, MUC) Special Passenger GRI 416 Customer • Issued the Service Standards for Courtesy Service Zone and • Launch “China Eastern Care” products and measures to Service Health and Safety the Guide on Air Travel Senior Assistance improve special passenger service • Issued the Service Manual for Passengers with Disabilities Passenger • Innovated a variety of air travel products to improve travel • Further improve individual services and establish a product Experience experience management & service innovation management mechanism Improvement • Optimized cabin service and innovated catering products • Launch a special action of service improvement for cockpit • Provided customized service and developed travel scenarios and cabin Product and Service GRI 417 Marketing • The first in the industry to create the “10,000km mileage • Explore a new model of marketing service and draw on Innovation and Labeling product” digitization to guarantee service during the flight • Launched the “OK to Travel” service, the “Easy Boarding” • Improve new technology application and optimize passenger service, the “one-stop service package” and other services experience of smart transportation • Released a brand new membership system globally • Launched 33 Air Express lines with brand new standards • Set up courtesy service zones such as courtesy counters and developed “Sign Language Application” • Launched the “Easy Ticket Refund” product • Launched the Referral Program to incentivize the membership of China Eastern Customer Privacy GRI 418 Customer • Issued the Personal Information Protection Manual of • Step up efforts on protecting passengers’ personal Protection Privacy China Eastern Airlines Co., Ltd. and the Regulations of information and raise employees’ awareness of passenger China Eastern Airlines Co., Ltd. on Customer Data Use information protection Management • Established the Passenger Information Protection Committee • Conducted research on personal information protection and completed the personal information protection rectification project Internationalized • Improved the code-sharing route network and actively • Gradually resume bilateral cooperation in the international Development participated in the work of IATA and SkyTeam market and at the right time, resume, promote, and further • Deepened cooperation with SkyTeam and other cooperation cooperation on code-sharing flights with other airlines partners • Resume the joint operation cooperation mechanism with Air France-KLM and Qantas; resume bilateral cooperation with Japan Airlines Addressing Climate GRI 305 Emissions • Issued the Appraisal and Management Measures of China • Keep track of global climate governance, green development Change Eastern Airlines Co., Ltd. for Energy and Environmental updates, and industry initiatives Protection Responsibility Performance (2021 Edition) and the • Continue to improve the energy environmental protection Ecological Protection Checklist of China Eastern Air Holding system Company • Conduct policy research on sustainable fuels and explore • Participated in the market-based emission reduction the industrial feasibility of sustainable fuels mechanism and international efforts on climate governance • Plan to formulate and release the Research Report on the • Launched the full-life-cycle carbon-neutral petroleum project Path of China Eastern to Achieve Carbon Peak and Carbon and operated the country’s first full-life-cycle carbon-neutral Neutrality and the Green and Low-Carbon Development flight Action Plan • Initiated the flight refined management for weight reduction and fuel saving Material Topic GRI Topics Progress in 2021 Plan for 2022 Pollution Prevention GRI 306 Effluents • Replaced outdated, high energy-consuming • Continue to implement the requirements of pollution and Control and Waste electromechanical equipment prevention & control policies and conduct inspections at all • Implemented the effluent discharge permit system levels • Promoted the work on limiting plastic use • Promote the construction of energy environmental protection system and related functional institutions Sustainable GRI 302 Energy • Conducted research on plastic restriction policy and related • Promote resource utilization efficiency Utilization of industry standards, and promote the implementation of • Embark on domestic plastic-restricted flights and follow the Resources plastic restriction work latest policies on plastic restriction • Carried out company-wide ecological protection inspections • Continue to promote the application of new energy vehicles • Promoted the “paperless” smart travel project and the (NEVs) application of Electronic Log Book (ELB) Sustainability Value • New suppliers are required to sign the Suppliers’ Letter of • Sort out the supplier system and implement the compliance Chain Commitment to Social Responsibility and the Suppliers’ commitment clause Letter of Commitment to Integrity. • Implement green supply chain management • Improved the Company’s regulations on internal distribution channels and the Domestic Air Passenger Transport Sales Agency Agreement Rural Revitalization GRI 413 Local • Assigned 12 outstanding Party branches of China Eastern’s • Help local government to tackle the “two worries and three Communities primary-level units to be paired with 12 local village-level guarantees” and forestall a large-scale reemergence of Party branches in Cangyuan and in Shuangjiang to promote poverty Party building and poverty alleviation • Promote rural revitalization through organizational • Invited scholars from renowned universities across the construction: Further improve pairing work on joint Party country to carry out training for local primary-level officials, building and poverty alleviation in impoverished areas industry leaders and technical personnel • Promote rural revitalization through talent development: Invite • Coordinated the Bee Research Institute(BRI), Chinese scholars from renowned universities across the country to Academy of Agricultural Sciences (CAAS) to establish a test carry out training for local primary-level officials, industry station in Cangyuan, which is supported by BRI experts leaders and technical personnel • Coordinated Shanghai Xuhui District Hospital to help • Promote rural revitalization through industrial development: Cangyuan Va Autonomous County People’s Hospital work on Continuously support the bee industry in Cangyuan the “Cloud Hospital” remote diagnosis and treatment project • Take into account “the requirements of the CPC Central Committee, local needs, and the capability of the enterprise” to continuously carry out cultural and ecological revitalization Diversity and Equal GRI 405 Diversity • Female employee care: Revised the Collective Contracts of • Improve the employee assistance system and specific Opportunities and Equal China Eastern for Female Employees’ Rights and Interests assistance measures for female employees and other group Opportunity Protection • Continued recruitment of foreign and minority employees Working Conditions GRI 408 Child Labor • Made arrangements for employee vacation leave • Promote the building of a happy China Eastern by refining and Labor Protection • Set up the employee recuperation system the management of the “Happy China Eastern” Employee • Improved the plan for “Doing Practical Things for the Masses” Wellbeing Credit System • Keep addressing the issues that concern employees • Improve the contract management system to protect employees’ legitimate rights and interests Training and GRI 404 Training • Completed the 5th recruitment of Swallow Program backup • Enhance employee training and engagement Development and Education talents • Improve the talent echelon system • Established post-specific gradual promotion channels according to the post system Special Flight GRI 413 Local • Strengthened internal and external collaboration, and • Enhance internal and external coordination to improve Guarantee Communities improved flight guarantee and service innovation operation coordination, diversion guarantee and emergency • Guaranteed major air transport tasks response Engaging in Local GRI 413 Local • Continued to carry out “Love in China Eastern” volunteer • Implement the “Love in China Eastern” social care promotion Communities Communities projects plan • Launched the “Physician Alliance” project • Develop volunteer service projects to support rural • Provided volunteer service for large-scale competitions such revitalization and green development as China International Import Expo(CIIE), North Bund Forum, • Organize the renewable textile recycling activity in the “Love and National Games of the People’s Republic of China in China Eastern·Low-Carbon Action” CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 29
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Stakeholder Engagement To keep stakeholder engagement, we identify and respond to the concerns of stakeholders based on the regular communication and supervision mechanism, and further build a closer relationship with them. At the same time, we focus on key issues concerned by stakeholders and constantly improve management in order to better respond to their expectations. Stakeholder SASAC CAAC Local governments Stock exchanges/ Customers investors · International · Aviation safety · Compliance operation · Operating · Flight punctuality development performance · · Flight punctuality · Addressing climate · · Product and service Addressing climate change Risk management innovation change · Improvement of · · · · passenger experience Pollution control Compliance Improvement of Rural revitalization management passenger experience Topics · Addressing climate · Sustainable utilization · Community change of resources · Customer privacy Main engagement protection · Supporting industrial · Community · development engagement Passenger health and safety · Rural revitalization · Special passenger service · Working conference · Working conference · Routine · Company · Membership activities communications announcements · Regular report · Issuance of notices · · · Customer hotline Working conference Shareholders’ · meetings · Weibo and WeChat Government- · online platforms enterprise partnership Performance Communication roadshows Engagement · Business assessment · Supervision and check · Submission of · Regular information · Customer satisfaction statistical reports disclosure survey · Inspection tour · Operational guidance · · Independent directors Customer complaints management Supervision · Auditing system · P53 · P34 · P20 · P76 · P44 · P56 · P44 · P56 · P22 · P47 · P70 · P47 · P60 · P20 · P47 Response · P73 · P56 · P62 · P52 · P53 · P73 · P38 · P70 · P46 Employees Peers/industry Dealer /suppliers/other Communities/ nonprofit Media associations/airports partners organizations · Occupational health and · Compliance management · Compliance management · Pollution control · Compliance management safety · · Flight punctuality · Risk management and · Community engagement · Product and service Employee training and control innovation development · Supporting industrial · · Rural revitalization · · development Sustainability value chain Improvement of passenger Diversity and equal experience opportunities · Working conditions and social security · Staff congress · Communication · Project cooperation · Voluntary services · Media interview conferences · Online exchanges, · · Routine business · Community project · Interactive new media seminars Exchanges among the communications cooperation peers · Training, competing for · Business meetings and positions negotiations · Internal supervisors · Social supervision · Reporting mechanism · Social supervision · Media supervision · Service satisfaction survey · Supervision / review · Auditing/assurance · Trade unions · P40 · P20 · P20 · P60 · P20 · P67 · P44 · P22 · P73 · P47 · P68 · P53 · P63 · P70 · P47 · P67 30 CHINA EASTERN 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 31
Upholding Aviation Safety 34 Safeguarding Passenger Health 38 Caring for Employee Health and Safety 40 CHINA Pursuing Safety EAS Development As one of the key factors in people’s livelihood, safety is an important prerequisite for meeting people’s aspirations for a better life. We regard safety as the cornerstone of high- quality development and spare no effort to safeguard every flight. TERN
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Holding to the bottom line of civil aviation safety, we have zero tolerance for potential safety Upholding hazards. We strengthen responsibility fulfillment and step up efforts to improve work safety. Aviation Safety Improving the Safety Management System China Eastern aligns itself with the Civil Aviation Law, Civil Aviation Safety Management Regulations and other laws and regulations on safety, as well as the work safety guidelines of “safety first, prevention as a priority, overall governance, and continuous improvement”. We have issued the Measures for the Administration of Work Safety and the Regulations on Safety 2021 Management of High-Altitude Airport Operation to further clarify division of duties and functions for safety management in six areas such as flight safety, air defense safety and ground safety. Furthermore, we have revised the Safety Management Manual, Ground Safety Management We operated safe flights for Manual, Security Emergency Response Plan and other regulations to improve the safety management system in all respects. 1.75 million hours Meanwhile, the Company adopt a problem-oriented approach to build a long-term and highly efficient work safety mechanism. The Company have developed the “4+1” work safety checklist a year-on-year increase of and conducted safety inspections to timely detect and rectify potential safety risks and unstable factors, intensifying the work safety governance system. In 2021, we completed 186 safety audits, 13.18 % 1,263 on-site inspections and 22 special inspections. Number 755,700 of safe flights a year-on-year increase of 12.44 % Incident Rate per Ten Thousand Hours 0.041 0.044 0 2019 2020 2021 Enhancing Risk Control China Eastern continues to work on the management of “ten major risks”. While upgrading the safety performance management system, China Eastern has set up correlation between performance indicators and risk early warning. Adhering to the principles of eliminating hidden dangers and handling risks and root causes, China Eastern has conducted hidden danger investigation and management with the focus on “five aspects” to promote the three-year risk inspection and work safety improvement campaign, striving to prevent or resolve safety risks from the source. Taking safety inspection as an indispensable approach of routine inspection, China Eastern try to detect and correct safety deficiencies in an effort to help operating units to improve safety management. 2021 235 Number of problems detected and corrected Number 325 of potential safety risks removed 34 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Improving Safety Guarantee Capability As a safety gatekeeper, China Eastern enhance safety responsibility fulfillment (for life, regulations and responsibilities). Relying on science and technology, China Eastern conduct education and training activities to develop safety work teams and enhance safety culture publicity, intensifying safety guarantee in all respects. 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 35
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Safeguarding Flight with Digitization China Eastern deploy the self-developed MU Safety Analysis Platform (MSAP) to provide reliable big data tools and interfaces for safety guarantee. Moreover, China Eastern has further extended the scope of big data application and developed a series of technologies to provide targeted, precision and differentiated data analysis and decision-making support for flight safety guarantee. The newly developed technologies of China Eastern include the pilot fatigue management system, the new-generation electronic flight bag (EFB) system, digital management of flight instructor qualification, and mixed reality (MR), etc. Improve pilot cockpit experience to make flight safer and more efficient Case In 2021, China Eastern launched the new-generation electronic flight bag (EFB) system and integrated it into an application that takes pilot flight schedule as the main task, forming a system platform empowering easy flight and trackable management. Furthermore, China Eastern realized precision push and convenient use of related flight schedule reminder by digital means, effectively improving flight safety management. All these efforts aim to make progress in digital transformation of cockpit operation. 36 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Enhancing Pilot Safety Training At China Eastern, the pilot life-cycle management (PLM) project is launched in full swing. We 2021 have developed aircraft maintenance basic skills training programs, built operation control basic Number of aircraft maintenance basic question banks, and held the flight theory lecture and captain training session under the theme skills training programs of “human factors and aviation safety”. With these efforts, China Eastern aim to improve pilots’ 20 capability and flight safety awareness for continuous flight safety. Cementing Air Defense Number of operation control basic China Eastern has issued the Work Plan of China Eastern Air Holding Company for Safe Civil question banks Aviation during the 14th Five-Year Plan Period, Collection of Safety and Security Emergency Response Plans and other documents in an effort to advance the construction of Safe Civil 4,000+ Aviation. In line with these regulations, China Eastern improve management, governance system and governance modernization for safety and security emergency response. Creating a Safety Culture Atmosphere Focusing on the construction of “three fundamentals” (grassroots, foundation, basic skills), China Eastern actively organize training on Work Safety Law and natural disaster (e.g., typhoon, flood) response drills and participate in safety publicity video collection and competition, “Work Safety Law knowledge contests” and other activities. In doing so, China Eastern aim to improve employees’ safety governance capability and guide them to establish the bottom line thinking and safeguard the red line of safety. In addition, China Eastern continue to carry out safety education at China Eastern with “safety responsibility fulfillment for life, regulations and responsibilities” as the core, organize safety training for the “Three-Leader” team (Captain, Chief Steward and Group Leader), and incorporate the safety philosophy into daily work of employees, striving to improve employees’ awareness to follow safety rules and regulations. China Eastern crew’s professional operation of aircraft maintenance Case 2021 On April 23, 2021, a photo of China Eastern crew’s aircraft maintenance operation began to Number of participants in safety spread on the Internet, along with a sample diagram of standard manual operating procedures education and training activities for the same maintenance project. According to the manual, the maintenance personnel of China Eastern conducted structural examination of the reverse flow baffle plate of the 787 Aircraft in an effort to ensure better deceleration and shorten taxiing distance to prevent the airplane from approx 2,200 rolling off the runway due to high speed. Number of voluntary reports on 36,814 safety information a 25.87 year-on-year increase of % 562 Number of emergency drills 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 37
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability With awe to life, China Eastern ask all employees to sign the letter of safety responsibility fulfillment Safeguarding and prioritize passenger safety, food safety, first-aid service and other aspects to safeguard passengers’ life and health, so that every passenger of China Eastern flight can feel assured and Passenger enjoy good health. Health Main measures of China Eastern to safeguard passengers’ safety and health Passenger Safety Food Safety Emergency Medical Service • We implemented the “SAFE520” Safety Work • We formulated and issued the In-flight Catering System • We formulated and released the Passenger Injury, Method. Standard and Quality Control Response Mechanism Illness and Death Emergency Response Plan of • We improved the cabin turbulence risk and the In-flight Catering Standard and Routine Quality China Eastern Airlines Co., Ltd., clarifying the prevention system and incorporated route Control Mechanism, realizing systematic and process- emergency response standards for passengers turbulence forecast and real-time turbulence based closed loop management. with China Eastern flights. warning into the flight attendant electronic • We conducted on-site quality inspections of in-flight • Our medical staff participated in the first-aid system. catering. orientation and training, which was organized by • We refined turbulence handling instructions to • We improved the system automation function to spot- Shanghai Medical Emergency Center. reduce turbulence impacts on passengers and check daily in-flight catering, realizing full coverage of in- • We launched the “Physician Alliance” project to flight attendants. flight catering supply and guarantee institutions. provide timely and effective medical assistance to • We conducted investigation into problem clues, provided passengers. feedback and handled them properly, implementing effective control over in-flight catering quality. 38 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix safeguard The Company passengers’ with Shanghai health Volunteer Physicians League to Case 2021 On June 15, 2021, the Company signed a strategic cooperation agreement with Shanghai Volunteer Physicians League to improve volunteer service for cabin medical rescue, build a strong Number of injuries caused by turbulence volunteer team for in-flight medical service, and conduct other volunteering activities, seeing that passengers enjoy safe flight and higher first-aid service during flight. This practice also 0 contributes to the improvement of medical emergency capability for society. Number of on-duty medical experts with China Eastern flights 14,000+ Number of medical rescue activities held by medical experts at the departure hall, cabin and other sites nearly 30 China Eastern signed a strategic cooperation agreement with Shanghai Volunteer Physicians League. 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 39
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability At China Eastern, we care for the health and safety of every employee. Centering on medical Caring for services, public health services and occupational health services, we provide medical support, health & safety training and EAP services for employees to help them prevent occupational health Employee and safety risks in different positions. In doing so, China Eastern protect the (physical and mental) health and safety of employees and prevent or ease negative occupational impacts on employee Health and health and safety. Safety Major measures of China Eastern to safeguard employee health Medical and Health Services • We provided employees with diagnosis and treatment services for common diseases, frequently-occurring diseases, chronic diseases and acute diseases. • We formulated emergency response plans and set up 24-hour pre-flight emergency response medical teams at Pudong and Hongqiao airports. • We cooperated with Shanghai Dongfang Hospital and Xuhui District Central Hospital to carry out Internet hospital service projects and promoting the construction of “Cloud Clinic” service station at the Home of China Eastern. Public Health Service • We disseminated healthcare knowledge to ground staff, pilots, flight attendants and new recruits, etc. • We provided the targeted program of medical examination for ground staff. • We arranged medical examination for flight attendants in line with the Regulations on Civil Aviation Personnel Medical Certificate Management (CCAR-67FS-R2). • We implemented the Rules of Operations Certifications for Large Air Carriers Engaged in Public Air Transportation (CCAR-121-R5) to reduce crew fatigue caused by flight schedule adjustments. Occupational Health Service • Taking into account the results of the annual medical examination, pilots’ health status and clinical manifestations, we formulated the illness risk assessment and health stratified management system, and adopted measures to improve pilot health. • To provide psychological counseling for our staff, we improved EAP services, established the COVID-19 Response Psychological Counseling and Intervention Team, formulated the Guidelines on Psychological Intervention for Employees; Moreover, we developed a series of micro-courses on “Improving Employees’ Psychological Immunity” and launched the EAP care program for flight attendants in quarantine after flight. • We purchased commercial medical insurance for employees to reduce their medical expense burden, covering medical insurance for our employees, medical insurance for employees’ children, critical illness medical insurance, hospital allowance, etc. • We intensified COVID-19 prevention and control in overseas institutions. • We promoted the construction of the four-pronged overseas medical security system and developed the Kangqiao Interconnection (One Earth One Health) APP to connect all our overseas institutions in the system. On Party January Committee 29, along Tang with Bing other (first members from the right) of the attended management, the unveiling Vice Party ceremony Secretary of China of China Eastern Eastern Employee Gymnasium, which is located at the Home of China Eastern. Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix China quarantine Eastern after launches flight the EAP care program for flight attendants in Case Since January 1, 2021, China Eastern has launched the EAP care program for flight attendants in 2021 quarantine period after flight. China Eastern build psychological care groups and invite experts Hours of our employees participating in to hold micro-lectures and interactions to mentally support flight attendants in quarantine. By the EAP consultation end of 2021, the EAP care program had reached a 100% coverage to alleviate flight attendants’ 360 psychological stress. “I’m very fortunate to participate in the Psychological Empowerment Camp, which provides psychological counseling for flight attendants who need to be in quarantine for 14 days. The Camp courses teach us how to relieve anxiety and stress. In the fortnight, we also use some tips that we have learned from the courses to adjust our mindset, so that we enjoy ourselves in quarantine days. I’d like to express gratitude to the lecturers and the Company for their insightful lectures and heartfelt care. Ju Bowen, an employee from China Eastern management Promoting scientific, in China standardized and normalized crew fatigue Case In December 2021, the results of the project “Theories, Domestic and Foreign Policies, Software Development and Application Exploration of Pilot Fatigue Risk Management System (FRMS) based on Biomathematic Model Theory” which is a cooperation project between the R&D Center and Tsinghua University, were officially released. The research project has filled the gap in reliable theoretical guidance and mature implementation methods for detecting real-time flight fatigue in China. The research results of the project have not only helped the Company know pilot status, better prevent flight fatigue and safeguard crew safety while ensuring flight safety, but also provided theoretical support for building a standard of China’s civil aviation for international crew fatigue management. A China Eastern pilot wearing the “multi-modal wrist strap tester” 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 41 40 CHINA EASTERN
Guaranteeing Flight Punctuality 44 Providing Heartwarming Service 45 Improving Travel Experience 47 Protecting Customer privacy 52 Contributing to Industrial Development 53 Providing Smart Services Adhering to the mission of “People’s Airlines for the People”, China Eastern always pay attention to the needs and expectations of passengers, develop air transport scenarios, and improve airline services. While focusing on the R&D and innovation of products and services, we strive to provide high-quality smart services for customers to meet their aspirations for better air travel experience.
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Flight punctuality rate not only affects the travel experience of passengers, but also matters to Guaranteeing the improvement of aviation operation efficiency and service quality. To this end, China Eastern continuously optimize flight punctuality management process to improve flight punctuality in strict Flight accordance with relevant regulations such as CAAC’s Several Measures for Optimizing Flight Schedule and Improving Flight Punctuality Rate. Punctuality Relying on flight punctuality assessment and the national traffic system, China Eastern mobilize Production Command Center and local command centers to play their roles in decision-making support and resource coordination, forming a grid production command system. On the one hand, we unify standards for handling different abnormal situations, form scientific and rational indicators for flight punctuality assessment, and prioritize the monitoring of highly delayed flights and important flights. After making multi-dimensional analysis of weak links of each terminal, we rectify the deficiencies in real time. On the other hand, we sort out and improve the flight deployment process, promote the implementation of the deployment mode that prioritizes “aircraft type and flight execution & management”, and enhance the capabilities of dynamic flight management, air traffic control coordination and production command, so as to better ensure flight punctuality. In 2021, the Company continued to improve the Office of Customer Service (OCC) manual system, conducted the full-process operation of the OCC team project, and integrated different communication channels including the flight ground support management system (MU Communication, MUC), online preparation, pre-flight preparation meeting, and pre-flight training session, etc., striving to improve flight operation efficiency with intelligent systems. 2019-2021 Flight Punctuality Rate Measures for guaranteeing flight punctuality 89.60% 88.71% We have developed the flight delay pre-decision system. With the flight delay pre-decision system, we can quickly identify affected flights and form decision-making plans, 81.84% 88.62% 88.00% shortening the period of the decision-making process and decision release from 6-8 hours to 2-3 hours. The system solves the pain point of slow decision-making for large-scale flight delays. 81.65% We have promoted the application of MUC management tools. 2019 2020 2021 Since September 1, 2021, MUC has been officially launched in the airports in Hong Kong, Macao, Taiwan and overseas regions. Currently, it has covered 86% of the Company’s outbound flights. The Infinite Evaluation function of MUC helps us analyze feedback and explore improvement to solve problems. MUC has been awarded the management benchmarking China Eastern Civil aviation industry project for key state-owned enterprises. We have developed the automatic dispatch and scheduling system. Taking into account flight volume, regional division and difficulty grade, the automatic dispatch and scheduling system realizes scientific scheduling and dispatch in real time, which maximizes the utilization of human resources and minimizes the risk of fatigue. We have developed the restricted flight area decision-making software. The software realizes quick analysis, decision-making and adjustment of the impacts of restricted flight areas on flight operation. The working hours for dispatch are shortened by quickly screening rescheduled flights. 44 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix With heartwarming services, China Eastern continuously strengthen service quality management, Providing carry out the service improvement campaign, and pay much attention to special passengers’ needs. In doing so, we promote high-quality development with high-quality services and provide Heartwarming passengers with good travel experience. Services Service Management System China Eastern continuously improve service quality standards. In accordance with Provisions on the Administration of Passenger Services in Public Air Transport issued by the Ministry of Transport, we have revised 424 standards for international and domestic transport conditions and 350 standards of the Service Manual, and completed the English translation of these transport conditions. In 2021, based on the Company’s business characteristics, we formulated and released a few regulations and instructional videos such as the Regulations of China Eastern Air Holding Company on Service Rewards and Punishments (2021), the journal In-flight Meal Standards and Cabin Service Procedures, and “Questions and Answers on Flight”, all of which provide institutional reference for task implementation at China Eastern. Improving Service Quality In line with the requirements of the service improvement campaign, China Eastern has taken multiple measures to improve service quality. Specifically, we have established the service management committee and the working group for service improvement, actively conducted service inspections, and enhanced complaint control. In 2021, we regularly monitored and analyzed the data and typical incidents of service operations. Moreover, we carried out the “woodpecker action” for the cabin system, encouraged On Li Yangmin February chatted 1, 2021, with Chairman passengers of China at Terminal Eastern 2 Airlines of Shanghai Co., Ltd. Hongqiao Liu Shaoyong International and General Airport to Manager solicit front-line workers to detect potential risks, and service opinions on the Spring Festival travel. formulated targeted management measures. Key measures for improving service quality To respond to key issues affecting customer experience, we have carried out the “Three Hearts*”, “Three Purities*”, “Three Good*” in-flight service service We have improvement carried out the improvement campaign. Moreover, we have established the working group for cabin system service improvement to promote the rectification of campaign. problems in the full-service process chain. In the industry service satisfaction assessment of the 2021 Civil Aviation Passenger Service Evaluation (CAPSE), China Eastern ranked above the industry average in terms of flight attendant service and in-flight broadcasting. We have embarked on the building of “three teams”—“Lingyan” Team, Model Mentor-Apprentice Team, and Flight Instructor Team. Moreover, we have implemented the “Elite A” plan and conducted “cabin manager excellent+” training and the instructor training camp program to cultivate a group We construction have promoted of service the of professional cabin attendants. Besides, we have incorporated the service philosophies of “people first” and “Moment of Truth (MoT)” into flight teams. attendant training courses to promote multi-dimensional capability building. In 2021, the cabin team successfully provided air transport services for important events such as North Bund Forum, CIIE, National Games, as well as China’s National Paralympic Games and National Special Olympics. In particular, we have organized seminars on promoting service brand building. Based on service contacts in the full-service process, we have We have strengthened service brand building. unified the visual standards of service brands, developed the service brand of “China Eastern on Cloud”, and applied for the Shanghai brand with “Lingyan”. By implementing the brand integration project, we renew cabin system supplies and visual design. We have conducted To enhance complaint management, we have carried out special inspections on service quality and implemented the 7 X 24-hour duty system for service management. complaint complaint handling. Moreover, we have intensified the capability building of the customer center, promoted the upgrade of smart customer system applications, and effectively improved customer service response and handling efficiency. * “Three Hearts”: love, ingenuity warmth, * “Three Purities”: light quiet and (clean) clean cabin, service clean cabin toilet, * “ Three Good”: good good atmosphere conduct for safety, for learning good habit of service, 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 45
The athlete team of Shanghai Airlines, China Eastern participated in National Games. Special Passenger Services In line with national laws and regulations such as Law of the People’s Republic of China on 2021 the Protection of Disabled Persons and Measures for the Administration of Air Transport for the Disabled, China Eastern has continuously improved special passenger services and The passenger satisfaction for overall provided green service channels for special passengers and special incidents. In 2021, the services reached Company issued the Service Standards for Courtesy Service Zone and the Guide on Air Travel 94.04 Senior Assistance so as to continue to refine service standards. Moreover, we provided UM (unaccompanied minors) passenger identification stickers, air life record sheets and other service The passenger satisfaction for ground guidance during the summer travel period. Besides, we formulated and issued the Service Manual services reached for Passengers with Disabilities, meeting the needs of special passengers for convenient air travel. 94.42 Heartwarming Service Zone upgraded services for special passengers—Courtesy The passenger satisfaction for air Case services reached On June 22, 2021, China Eastern unveiled the upgraded service project “Courtesy Service Zone” 93.66 at five large hub airports, including Shanghai Hongqiao International Airport, Shanghai Pudong International Airport, Beijing Daxing International Airport, Kunming Changshui International Airport, The complaint handling rate reached and Xi’an Xianyang International Airport. This is one of the Company’s specific actions for creating a barrier-free, humanized air travel environment and building a “heartfelt airline” with heartwarming 100 % service in line with the requirements of studying the Party’s history, the “people-centered” development philosophy, and the mission of “People’s Airlines for the People”. Key measures of special passenger services Online booking service In-flight medical service Special transport service The special passenger service module is China Eastern has signed a strategic China Eastern has taken the lead in developing green channels launched on the Company’s official website cooperation agreement with Shanghai and application channels for transportation of donated human and mobile application. When passengers take Volunteer Physicians League to improve organs and is also the first to develop the 95530 express function flights, they can apply online for nine special volunteer service for cabin medical rescue, for donated human organ transportation. Moreover, we have set passenger travel services including stretcher, build a strong volunteer team for in-flight up a strong team for special services to handle special transport oxygen supply, service dog, and wheelchair, medical service, and conduct in-flight medical applications, and organized the members of the donated human etc. service communication and volunteering organ transport support team into participating in field research activities. Joining hands with nearly a thousand in renowned hospitals. Besides, we have developed more special physicians, we try to improve in-flight medical transport services which cover hematopoietic stem cells, portable first-aid service. In 2021, the medical team of oxygen compressors, and service dogs, to support health services. China Eastern increased to 844 members. Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix To meet personalized and diversified passenger needs, we focus on the supply-side innovation of Improving aviation products and services, continuously improve customer experience, and strive to create a Travel new engine for air travel consumption in domestic circulation. Experience Innovation of Aviation Products Confronted with the continuous impacts of the COVID-19 pandemic and harsh market challenges, the Company has set up the marketing command office, built a “one-stop” online integrated service system that takes customer service as the core, and made best use of marketing service brands such as the Infinite series and the Easy series. At the same time, the Company has developed a series of smart measures and products to meet people’s new needs for air travel. New aviation products and measures launched in 2021 “One-step service The “One-step service package realizes the function of “ticketing after seat selection”, replacing the staged service model—“ticketing before package” seat selection and check-in”, and helps passengers with convenient travel experience. A brand-new membership The brand-new membership system realizes the full transformation of the credit system from mileage-based framework to income-based system framework, which overturns the traditional mileage-based credit system in terms of credit duration and flight credit accumulation. The “10,000km mileage We have launched the “10,000km mileage product”, the first air travel product that is charged by distance. For the first time, we have product” incorporated the concept of “stored value mileage card” into civil aviation industry. The Referral Program We have developed user systems for self-channel referrers, ticket purchasers and flyers in an effort to improve flight volume and income. We have successively developed and launched a variety of supplementary products such as seat preference, mileage preference, luggage Preference series products preference, VIP lounge preference, urban rail service, Wi-Fi service, and shuttle service, meeting the diversified needs of different customer groups. We have completed the technology development for the travel manager platform, realizing the basic functions of travel registration, information Travel manager platform maintenance and enterprise invoice reconciliation. The “Easy Ticket Refund” We have developed a brand-new ticket refund model-lossless online ticket refund. This new model waives refunding fee, simplifies ticket product refund procedures, and shortens the refund period, optimizing ticket refund experience in a targeted manner. A brand-new membership system released globally, with five innovations to support better air travel experience Case In September 2021, China Eastern released a brand-new membership system of “Eastern Miles” globally, realizing the transformation from mileage-based to income-based flight credit system. The new membership system aims to build a brand-new service platform and system that puts customers as the core. The innovation of the membership system is an important measure of the Company to promote the supply-side reform of civil aviation, with the goal of driving innovation of aviation products and creating more value for passengers. Five highlights of China Eastern’s brand-new membership system—“Eastern Miles” 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 47 46 CHINA EASTERN
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Launching between ticketing, the “one-step advance service seat package” selection and to realize check-in seamless linkage Case On December 30, 2021, we officially launched the Company’s newly developed “one-step” service package. For passengers who purchase tickets from direct sales channels of China Eastern and “domestic pilot flights” operated by Shanghai Airlines, they can buy air tickets just like movie tickets—select seats and check in according to their preferences. The “one-step” service package has not only shortened the period of the whole service process, but also created new “value points” while handling data and interactions of sales system, airlines system, check-in system and other systems. Besides, the new service has contributed to convenient passenger transport and highly efficient operation of relevant civil aviation scenarios, creating integrated values, and promoting the high-quality development of civil aviation industry. The selection “one-step and check-in service package” in one step. product helps passengers complete air ticket purchase, advance seat Diversified Travel Services With the customer-centered service philosophy, we rely on big data mining and analysis to 2021 optimize cabin service and ground service guarantee. To meet passengers’ personalized and diversified travel needs, we make efforts to develop travel scenarios and provide more targeted The “rail-air transport” service was services. 27 launched in Cities Upgrading the “Rail-air Transport” Service Airports Based on passenger needs, we rely on the trunk route network of China Eastern and the country-29 wide high-speed rail network to develop “rail-air transport” products that connect international and domestic destinations. While developing hubs, we have launched multi-modal rail-air transport products, built the “rail-air” ecosystem, and expanded the use scope of rail-air transport products, Train stations which realizes “one payment in one order for rail-air multi-modal transport”. In 2021, we signed cooperation agreements with a few airports on offering passengers a variety of privileges such as 471 “rail-air” shuttle bus service, exclusive check-in counters and security check paths. Meanwhile, we make joint efforts to innovate “rail-air transport” products that facilitate interline travel. 783 Covering “rail-air” transport junctions 48 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Optimizing Air Express Lines We have launched 33 Air Express lines with brand-new standards based on the overall analysis of passengers’ travel needs, daily average flight volume, navigation network, local service layout and other factors. Furthermore, we have launched check-in counters, security check paths and relatively fixed luggage carousel positions for Air Express lines, which substantially shortens the period of check-in, waiting for departure, security check and walking. At the same time, the Air Express lines drive the innovation of a set of working models where data can be integrated, performance assessed, changes tracked, and application replicated. Efforts are also made to launch the service in more quality and premium air routes. Exclusive check-in counters labeled “shuttle service” Improving Cabin Service China Eastern has built “five-star on-board kitchens” which offer themed meals with “celebrity flavor” and “hometown flavor”. The on-board meals include pre-dinner snacks, appetizers, Chinese and Western hot food, etc. In June 2021, we launched new breakfast options for ultra-short-haul and short-haul routes such as “snack + beverage” and “sandwich + beverage”. In addition, we developed a special catering service chain and realized reservation service for gluten-free meals, baby weaning meals, low-salt meals and other special meals. New breakfast options of China Eastern China Eastern Catering on Cloud 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 49
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability China Eastern has also optimized cabin service facilities, including the upgrade of on-board Wi- Fi services. In 2021, China Eastern became the first airline in the country to complete the trial operation of the commercial flight with Asia-Pacific 6D satellite high-speed network. In addition, the Company also provides on-board on-demand services such as movies, TV programs and music, striving to provide passengers with high-quality, diversified and distinctive on-board services. Improving Fi service on cabin full-width service fleet facilities: (the Internet China speed Eastern reaches is the first the airline level of in 4G, China with to an launch increase high-speed of nearly Wi- 10 times). Measures for heartwarming service innovation In short-haul Beijing-Shanghai routes that carry lots of passengers in economy and business classes, the Rosenthal porcelain plate is used instead of the traditional plate, which not only meets the requirement of serving passengers Change in the plate in economy and business classes, but also improves work efficiency and dish decoration. When our flight attendants try to offer meals to passengers in sleep without interrupting them, they can package food into bags in advance and post a reminder sticker for meal delivered passengers. When passengers wake up and ask for meal, they can press the call button to ask for the packaged meal. Pre-meal packaging food While ensuring the effects of conveying COVID-19 prevention and control information, our flight broadcaster moderately shortens the period and frequency of cabin broadcast. Apart from informing passengers of anti-virus policies and precautions, our flight crew also try to meet the needs of Broadcast sound passengers for a quiet and cozy on-board environment. reduction We send birthday wishes to passengers who spend their birthdays on our flight. Moreover, we offer specially designed birthday cakes and hand-painted birthday cards on every flight, so that our passengers receive in-flight birthday Birthday surprise surprise and enjoy heartwarming cabin service. 50 CHINA EASTERN Offering Smart Ground Services We step up efforts to offer standardized ground services. To this end, we have improved job specifications, business standards and operation regulations, and vigorously launched the new model of autonomous smart travel featuring “contactless, paperless, and dispersed operation”. Moreover, we have promoted smart services such as “terminal building in mobile application”, “airport apron in office” and “vehicle in system”. At China Eastern, the best practices of luggage transport which contains seven procedures, are promoted. With smart ground services and precision service, we provide strong guarantee for ground services. 2021 The error rate of passenger baggage handling in China Eastern air transport reached 0.19007percent a decrease compared with 2020 0.03629percent a decrease compared with 2019 0.15024 percent 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 51
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability We attach great importance to establishing and maintaining good relationships with customers. Protecting To improve customer satisfaction, we protect the rights and interests of customers, safeguard customer privacy, and prioritize feedback on customer opinions and handling of customer Customer complaints. Privacy One of our priorities is strengthening data and information security management. With reference to personal information protection requirements of key countries and regions in our flight route, we have formulated the Guidelines of China Eastern Airlines Co., Ltd. on Personal Information Protection Compliance, the Regulations of China Eastern Airlines Co., Ltd. on Customer Data Use and other documents. Based on these regulations, we guide our subsidiaries and branches to conduct business operations in line with local laws and regulations. Moreover, we have set up the committee on passenger personal information protection to identify personal information based on the information system, protect personal information with classified approaches, and evaluate data governance impacts. Besides, we step up efforts to develop the defense technology system and other systems, enhance encrypted storage of sensitive passenger information, and conduct inspections of IT terminals, user data safety and data sharing to ensure data confidentiality and no leakage risks. In 2021, we carried out research on personal information protection and conducted the personal information protection rectification project in line with Personal Information Protection Law of the People’s Republic of China. Moreover, we updated privacy policies and displayed privacy Cookies on the official website of China Eastern, China Eastern App, Mobile End Station, WeChat applet and other channels. Throughout the year, no customer privacy leakage occurred at China Eastern. Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix The development of an enterprise is closely related to the prosperity of the industry. Regarding Contributing industry partners as important stakeholders, we work with them to participate in industrial development, sharing development advantages and customer resources. With complementary to Industrial advantages and concerted efforts, we help boost the high-quality development of civil aviation industry. Development As a SkyTeam member, China Eastern promotes international communication and exchange on production factors such as capital, technology, talents and management through strategic cooperation with SkyTeam partners. Meanwhile, the Company actively participates in international competition and cooperation, in an effort to better support a higher level of opening up and tackle unprecedented situations. Despite the COVID-19 impacts, the Company has effectively implemented the five-pronged policy of CAAC—“one civil aviation airline can only operate one flight per week in one route to one destination in a country” to ensure international flight capacity. In total, we have operated 985 flights to 11 overseas countries and regions. At the same time, we have timely adjusted the flight capacity structure and transferred part of international passenger flight capacity to the freight market and domestic passenger flight market, so as to better cope with challenges amid the pandemic. In 2021, Chairman Liu Shaoyong attended 11 online meetings such as the IATA Council meetings, the Chairman’s Committee meetings and the President’s teleconferences. On behalf of China’s civil aviation, Liu delivered speeches on interpreting the net zero emission target, incorporating Chinese into the languages of IATA according to IATA Articles of Association, and other topics, further improving the say of China’s civil aviation in global aviation industry. Engagement in developing international rules for global aviation industry is also part of our efforts. In doing so, we try to improve our say and influence in the industry. Taking advantage of our core position in SkyTeam, we take the lead in supporting Corporate Distribution Settlement (CDS) and New Distribution Capability (NDC). Meanwhile, we have initiated the IATA Travel Pass project, which realizes contactless travel with digital services. In addition, we have established cooperative relationships with Civil Aviation University of China, Northwest University, Northwestern Polytechnical University and other universities. The “MIT” digital talent training paths have been built to develop strong teams for industrial development, covering management personnel, IT personnel, and inter-disciplinary business operation personnel. 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 53
Addressing Climate Change 56 Safeguarding Lucid Waters and Blue Sky 60 Sustainable Utilization of Resources 62 Sustainable Value Chain 63 Advancing Green and Low-carbon Development As the world pays greater attention to environmental protection, green revolution becomes an irreversible trend. With the guidance of green flight and technology-based environmental protection, we give priority to our work on ecological protection, ranging from in-flight operation to ground service, and from the air to the apron. While enhancing ecological protection in the air-ground scope, we enhance resource recycling and strive to build an eco-friendly and sustainable ecological chain of aviation.
Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Promoting Emission Reduction in Aviation While supporting the country to achieve carbon peak and neutrality goals and global civil aviation industry to protect the earth, we have kept exploring eco-friendly paths for low-carbon and high-quality development. In 2021, China Eastern Group established a leading group for promoting energy conservation and environmental protection and the office for promoting carbon peak and carbon neutrality. To respond to the requirements of relevant organizations, we prepared the 2020 carbon emission monitoring plan and carbon emission report, and accepted the third-party audit. With unremitting efforts, China Eastern was rated “excellent” by CAAC according to the Notice on Quality Evaluation of Carbon Dioxide Emission Reports and Audit Reports of Civil Aviation Flights in 2020. Meanwhile, we have actively participated in the market-oriented emission reduction mechanism and international governance of global climate affairs, conducted research on the international carbon market mechanism, and kept track of global carbon market updates. In doing so, we contribute the “wisdom of China Eastern” and work with global stakeholders to build a wide circle of friends to promote the realization of carbon peak and carbon neutrality goals. In 2021, we actively conducted research on carbon peak and neutrality policies. We participated in meetings to discuss feasible decarbonization paths, which were organized by CAAC, Shanghai Municipal Transportation Commission, Shanghai Energy Conservation and Emission Reduction Promotion Center, and other institutions. Moreover, we participated in the meeting of IATA Sustainability and Environment Advisory Council (SEAC), the meeting of SEAC Single-Use Plastics (SUP) Restriction Task force, the Asia-Pacific virtual meeting of ICAO Long-Term Aspirational Goal and Global Aviation Dialogue (LTAG-GLADs), the IATA Aviation Fuel Forum, the Online Seminar on Sustainable Aviation Fuel and other events to keep track of environmental protection policies and standards across the world, as well as innovation achievements and exemplar cases in the industry. Chinese and Italian think tanks jointly released the Report on Carbon Peak and Carbon Neutrality in Civil Aviation Industry Case On November 15, 2021, the Italian Politics, Economy and Social Research Institute Eurispes, Institute of European Studies, Chinese Academy of Social Sciences (CASS), huanqiu.com and other Chinese and Italian think tanks virtually held the release conference on carbon peak and carbon neutrality research results of Chinese and Italian civil aviation sectors, and released the Research Report on Carbon Reduction Paths and Cooperation Outlook of Chinese and Italian Civil Aviation Industries. This is the world’s first research report on the theme of carbon emissions in Chinese and Italian civil aviation industries, which is released in Chinese, Italian and English simultaneously. As a “green flight” advocate and participant, China Eastern serves as one of the Chinese Ambassador to Italy Li Junhua and Italian Ambassador to China Fang research objects, providing certain support for the research. Lanyi speeches attended . the online conference to witness the report release and delivered 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 57 56 CHINA EASTERN
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Building up new drivers of growth for global aviation market Case On November 4, 2021, the company co-organized the 2021 North Bund Forum—Parallel Forum 2: International Aviation Forum. With the theme of Sustainable Development of Global Aviation Industry, the International Aviation Forum provided a platform for sharing innovation ideas and achievements concerning carbon emission reduction in civil aviation industry, the construction of world-class aviation hubs and other aspects. Moreover, new models of sustainable development and international cooperation in the industry were discussed. On the forum, the representatives of top management from 20 airlines jointly released the Global Aviation Industry Carbon Reduction Cooperation Initiative, injecting green power into global aviation market. On June 5, 2021—World Environment Day, the representative of China Eastern, together with representatives of four other companies, released Shanghai Enterprises Joint Action Statement on Carbon Peak and Carbon Neutrality, calling on enterprises to become benchmarks for low-carbon development of the industry and build a beautiful Shanghai. In the action statement, China Eastern promises that the Company will uphold green development and operate green flights, making contribution to the realization of carbon peak and carbon neutrality goals. This event responded to the country’s effort to promote low-carbon development and environmental protection. According to the calculation of Shanghai Energy Conservation and Emission Reduction Center and Shanghai Environment and Energy Exchange, the carbon emission of this event was 0.9 ton. By purchasing emission reductions from eco-friendly projects, China Eastern realized the goal of carbon neutrality in the event. 58 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Operating China’s first full-life-cycle carbon-neutral flight Case On October 12, 2021, China Eastern operated the country’s first full-life-cycle carbon-neutral flight—MU5103 Shanghai Hongqiao—Beijing. Relying on the full-life-cycle carbon-neutral petroleum project, which was jointly completed by China Eastern, Sinopec and COSCO Shipping, the Flight MU5103 realized carbon neutrality in the full life cycle, covering crude oil extraction, transportation, aviation fuel refining, storage and refined oil combustion. China Eastern became the only certified civil aviation company that participated in the first ship full-life-cycle carbon-neutral petroleum project. During the period from October 12 to December 31, 2021, 516 flights in 13 premium routes had realized full-life-cycle carbon neutrality of aviation fuel, covering Jiangxi Fenglin Carbon Sink Afforestation Project, the Gonghe 50MW Grid-connected PV Generation Project of Hanergy Hainan Prefecture Photovoltaic Power Generation Co., Ltd., Nanjing Jinling Natural Gas Circulation and Grid-connected PV Generation Project. China Eastern operated the country’s first full-life-cycle carbon-neutral flight—MU5103. Improving Energy Efficiency Management We uphold the principles of reducing aircraft weight from the source, reducing aviation fuel consumption, advocating green flight, and optimizing aircraft performance, and the philosophy of refined management for aircraft weight reduction and aviation fuel saving. Based on actual operational data, we continue to improve energy efficiency of the Company’s in-flight operations and ground services. Measures for improving aircraft energy efficiency management Optimizing Flight Distance Reducing Aircraft Weight Introducing Energy-saving Aircraft Applying Energy-saving Technology We formulated the plan of assigning We revised flight water control and We introduced 33 new airplanes We adopted new navigation different aircraft types to different weight reduction standard. such as A350-900 and A320neo, technologies such as PBN, HUD routes. We disclosed the actual weight which perform well in terms of and EFB to reduce aviation fuel We optimized the ratio of short-haul updates of in-flight meals. environmental protection and aviation consumption and emissions during the flights. fuel conservation. flight descent phase. We dynamically controlled the number We implemented precision flight plans, of raft-free aircraft. We eliminated 6 old airplanes. We conducted verification and controlled residual fuel volume when promotion of flight procedures to save landing, and adopted single-engine aviation fuel consumption and flight taxiing and other measures. time. aviation Embarking fuel on saving refined management for aircraft weight reduction and 2021 Case Fuel consumed in available tonne-kilometre decreased for 4 consecutive In 2021, China Eastern launched the innovation project of “refined management for aircraft years, with a cumulative decrease of weight reduction and aviation fuel saving”. Specifically, we regularly conducted evaluation and adjustment of the number of raft-free aircraft, revised flight water control and weight reduction standard, optimized in-flight catering weight standard, and disclosed the actual weight updates of 6.5% in-flight meals. Among them, the two energy saving measures—dynamic updates of actual weight of in-flight meals and dynamic management of raft-free aircraft reduced aircraft weight by 28,000 tons and reduced aviation fuel consumption by 1,188 tons. 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 59
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability In implementing the philosophy “Lucid waters and lush mountains are invaluable assets”, we Safeguarding prioritize ecological protection and development. To promote green transformation in full swing, we control discharge and emission of waste water, exhaust gas, noise, solid waste and other Lucid Waters pollutants, striving to win the battle against pollution. and Blue Sky We strictly abide by Water Pollution Prevention and Control Law, Law on the Prevention and Control of Environment Pollution Caused by Solid Wastes, Atmospheric Pollution Prevention and Control Law, as well as local regulations. In line with these laws and regulations, we have adopted a series of measure to promote the high-quality development that prioritizes ecological protection and low-carbon development, including the increase of new energy vehicle ratio, replacement of outdated, high energy-consuming electromechanical equipment, implementation of sewage discharge permit system, and the promotion of plastic restriction, etc. Main measures for promoting pollution prevention and control Exhaust Gas Waste Water Solid Waste We applied for the pollutant discharge permit for We strictly implemented local sewage discharge We submitted relevant data via the the Solid Waste boiler exhaust gas emissions and hired a third-party standards. Statistical Information System. organization to participate in daily monitoring. We improved the treatment and disposal procedures All airbridge aircraft use the airbridge gas and power for hazardous waste generated during the repair & supply and reduce the use of APUs to reduce exhaust maintenance process. gas emissions. We optimized the procedures for non-hazardous waste We carried out on-site vehicle tail gas treatment classification and treatment. renovation and organized a large-scale procurement of We built the plastic restriction working group NEVs for daily flight guarantee. mechanism to coordinate relevant tasks. Apart from promoting the work on “oil-to-electricity” and We promoted green packaging and improved garbage “APU alternatives” for vehicles in the site, we improved recycling. the monitoring platform for APU alternatives. We formulated and released the notice on limited repacking of in-flight garbage and offered three-color garbage bags at some flights to Shanghai in an effort to facilitate limited repacking of in-flight garbage. Auxiliary Power Utility (APU) APU is a small power engine in the rear of the plane. It consumes more fuel than that of municipal electricity and diesel engines. It can be replaced by ground-powered vehicles and bridge-mounted power sources to save fuel consumption and reduce exhaust gas emissions. Overall utilization rate of our APU alternatives Total amount of hazardous waste reduced 99.9% 15.1tons Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix On with August a “Watergate 1, 2021, Ceremony”. Qingdao Jiaodong International Airport welcomed the first inbound flight “China Eastern Flight MU5671” (Hangzhou-Qingdao) Solid waste classification and treatment & disposal methods Sorting & Disposal of Hazardous Wastes Category Method of Disposal Performance in 2021 Carrying out category-based management and storage of medical waste according to the Catalogue of Classifications of Medical Wastes, and regularly sending medical Waste medicine 1.375 tons waste to qualified organizations that have signed related agreements with China Eastern for proper treatment Waste organic solvents and waste 29.230 tons containing organic solvents Oil-water and hydrocarbon-water 20.732 tons mixtures or emulsions Entrusting qualified third-party organizations for harmless treatment of wastes, including Waste dyes and paints 24.999 tons incineration and physicochemical treatment Organic resin waste 0.273 tons Waste containing Hg 2.031 tons Collecting the waste and sending to suppliers with ISO 14001 Environmental Number of China Eastern’s scrapped Dispose of electronic waste Management System Certification and e-waste treatment qualification to process devices: 173 Sorting & disposal of non-hazardous wastes Sending to the qualified third-party agency for sorting and recycling after collection and Cabin waste classification 32,366 tons Sending to a qualified third-party agency for unified recycling and treatment after collection Domestic waste and classification 24,572 tons Kitchen waste Sending to the catering company for landfill or incineration after collection and classification 4,587tons Enhancing airport plastic pollution control Case China Eastern has kept track of domestic and overseas policies, regulations and refined standards for plastic restriction. While supporting the preparation of industry guidelines, we have built the plastic restriction working group mechanism to coordinate relevant tasks. In accordance with the Opinions on Further Strengthening the Control of Plastic Pollution, the Civil Aviation Industry Plastic Pollution Control Work Plan (2021-2025), and other guidelines, we have issued the Notice on Promoting Plastic Restriction and other documents. In June 2021, we held a meeting on plastic restriction and formulated staged plans. Moreover, we developed standards for in-flight supplies and enhanced plastic pollution control in all respects, in an effort to promote the green development of civil aviation industry. 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 61
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability We continue to promote the five-pronged program under the theme of “cherishing every drop of Sustainable aviation fuel, every drop of gasoline (diesel) fuel, every kWh of electricity, every drop of water, and every ray of sunshine”. During operation, we adhere to refined management of resources and Utilization of practice the resource philosophy of “conservation, intensive use and recycling”. With these efforts, we strive to build an energy-saving and eco-friendly enterprise, promote industrial structure Resources adjustment and upgrade, and advance the process of ecological civilization. In compliance with the Environmental Protection Law, Circular Economy Promotion Law, Energy Conservation Law and other relevant laws and regulations, we have implemented the Regulations on Environmental Protection Management and the Regulations on Energy Measuring Management. Moreover, we have promoted the innovation and application of green technologies such as Electronic Log Book (ELB). In advancing the sustainable utilization of resources, we have laid a foundation for the Company’s green development. 2021 Measures for promoting sustainable utilization of resources Dry cleaning rate of aircraft exterior We reduced the volume of water consumed to clean aircraft exterior by surface reached replacing water cleaning with dry cleaning. Saving We collected and recycled rainwater for landscape and waterscape watering. 70% water We set up metering instruments in the office area to monitor water metering and provide data support for enhanced water conservation. We set up cooling towers to realize cooling water circulation. a year-on-year increase of We deployed the Company’s energy consumption statistics and monitoring Reducing energy system to intensify energy consumption monitoring and analysis. 8 % utilization We used cooling towers with energy-saving equipment. We extended the life cycle of equipment through maintenance and upgrade for touch screen equipment and other facilities. Saving resource We implemented the regulations on the standard clothing point system to reduce consumption clothing inventory and waste of consumables. With a variety of information systems, we implemented “paperless” office at China Eastern and promoted “paperless” smart travel projects. China Eastern Anhui Branch develops circular economy through aircraft dismantling projects Case About 90% of the parts or materials of an aircraft can be recycled. After repair and flight adaptability test, the recovered parts can return to the aviation market as aviation materials. In November 2021, China Eastern Anhui Branch carried out Anhui’s first aircraft dismantling operation at the apron of Hefei Xinqiao International Airport. The practice of old aircraft dismantling and recycling has filled the gap in China’s civil aviation and realized a closed-loop in the entire civil aviation industry chain. Aircraft dismantling has also become an important measure to promote the green, low-carbon development and the recycling of renewable resources. China Eastern becomes the first to launch ELB, a new practice of carbon reduction innovation Case The traditional flight log book is paper-made and has low information transmission efficiency. A paper-made flight log book is usually used up within one week and previous log books need to be stored for a long term. The entire process of printing, replacement, and storage is complex and causes an increase of carbon footprints. On June 10, 2021, the Electronic Log Book (ELB) was officially launched on China Eastern B777 fleet. This is the first time that China’s civil aviation industry has replaced paper-made flight log book with ELB. According to estimates, if the entire fleet of China Eastern uses ELB, the annual cost of labor, paper and printing reached over 20 million yuan, making remarkable progress in environmental protection and carbon reduction. 62 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix We have effectively integrated enterprise operation and management experience, empowered Sustainable cooperation partners to create more value, and endeavored to build fair and mutually beneficial cooperation relationships. Joining hands with upstream and downstream enterprises, we Value Chain overcome difficulties and share opportunities to unveil a new chapter in sustainable development. Supplier Management Upholding the social responsibility philosophy, we continue to improve the supplier management system, practice green and sustainable procurement, and prioritize the use of low-carbon and eco-friendly raw materials during production. At the same time, we have implemented the Procurement Management Manual of China Eastern and intensified supplier access control and evaluation mechanism. In addition, newly registered suppliers are asked to sign the Letter of Undertaking of Supplier Social Responsibility and promise the fulfillment of responsibilities for environmental protection, social responsibility, labor protection and other aspects. We attach great importance to supplier compliance management. The Procurement Management Manual of China Eastern stipulates that suppliers must sign the Letter of Undertaking of Supplier Social Responsibility before supplier access. Moreover, the instructions on supplier registration contain provisions on anti-corruption and integrity building. The suppliers who violate the provisions in the Letter of Undertaking of Supplier Social Responsibility shall be blacklisted and banned from dealing within a time limit or permanently. Adhering to the principles of fair, open and just competition, we examine if the bidding company is involved in administrative penalties and litigation disputes through TianYanCha.com, Qixin.com, National Enterprise Credit Information Publicity System and other channels. The movement helps ensure the shortlisted companies meet qualification requirements and enjoy good reputation. At the same time, we substantially optimize the business environment, support the development of small- and medium-sized suppliers, and help local suppliers to realize orderly and healthy development. Distributor Management 2021 Number of domestic distributors We have revised the Company’s regulations on internal distribution channels management and the Domestic Air Passenger Transport Sales Agency Agreement, which regulates the sales behavior 1,775 of domestic distributors and helps improve passenger service experience. At the same time, we have released the list of ten OTAs (Online Travel Agencies) that comply with the Regulations on Domestic Distribution Channels Management (2021 Edition), safeguarding compliant and orderly sales operation of these OTA platforms. Number of overseas distributors (having 1,300 sales) 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 63
Supporting Employee Development 66 Facilitating Rural Vitalization 70 Engaging in Local Communities 73 Implementing Regular COVID-19 Control 74 Special Flight Guarantee 75 Creating a Better Life Being people-centered, China Eastern strives to build a “heartfelt airline” to fulfill its responsibility for employees, passengers and the society, so as to better meet people’s desire for a better life.
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Employees are valuable assets of an enterprise. Committed to building a diversified and equal Supporting working environment, China Eastern actively deals with the complex business environment under the influence of COVID-19, continues to care for employees, and constantly strengthens capacity Employee building to create a harmonious family and ramp up efforts to build “a world-class airline and a happy China Eastern”. Development Strategy of Strengthening the Company by Training Competent Personnel In November 2021, China Eastern Group held a talent development conference to summarize the Company’s talent development and set talent development tasks in the new era, so as to provide strong talent support for the goal of building a “a world-class airline and a happy China Eastern” and contribute to the construction of talent centers and innovation hubs of global importance. 2021 Measures to strengthen talent development Skilled talents We establish a talent-leading development, vigorously implement the strategy of strengthening the Company by training competent personnel, and formulate the special 14,200 human resources plan for the 14th-Five Year Plan period. Trained national technical experts We continuously optimize the talent team, strengthen the training of management talents, 14 and carry out leadership development training for operation and management talents. We continue to innovate in talent mechanism and promote innovative incentive mechanisms such as equity incentive and project follow-up investment, so as to effectively 2 Traffic technical experts stimulate the vitality of talents. We continue to improve the talent training efficiency by organizing targeted training for different types of talents and cultivating talents in an all-round way. Chief technicians 4 We continue to optimize the environment for talents and serve for the development of talents. Training and Development In full support of the development of talents, China Eastern has formulated talent training plans, and improved the multi-level and multi-form talent training mechanism to meet the needs of employees’ career development and build a stage for each to realize their dreams. In 2021, the company completed the fifth Swallow Program recruitment and established promotion channels for various posts according to the post system to facilitate employees’ career development. 2021 Total training hours Total investment in training Training participants 11.87million hours RMB 151million 638,216 66 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Experience sharing by senior pilots on the pilot theory keynote lecture held by China Eastern on October 20 Training hours per employee China attendants Eastern develops ability-improving training courses for flight by gender Case In 2021, China Eastern incorporated the service philosophy of “people first” and “ Moment of Female Truth (MOT)” into the development of ability-improving training courses for flight attendants. By compiling typical cases, collecting good habits and practices and developing mini lectures and mini English courses, we helped employees optimize their knowledge structure, broaden their 52.9hours cultural vision and improve their comprehensive quality in a timely and accurate manner. Male Rights & Interests Protection and Welfare 58.6hours Taking the high-quality development of employees as the key to promoting the high-quality development of the Company, China Eastern constantly optimizes the welfare system. In strict Training hours per employee accordance with the Labor Law, Labor Contract Law, Social Insurance Law, Employment by category Promotion Law, and other relevant laws and regulations, we protect employees ‘ basic rights and interests, and forbid child labor and forced labor. Moreover, we have continued to improve the enterprise annuity system, adjusted the enterprise annuity plan, and increased the coverage, so Management personnel as to improve employees’ sense of fulfillment and happiness. 45.1hours 2021 Ordinary employees 2019-2021 Enterprise annuity coverage(%) 57.4hours 90.71 91.34 92.76 Labor Social contract 100% security signing coverage 2019 2020 2021 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 67
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Diversity and Equal Opportunity A diverse workforce helps the Company meet the needs of global customers in different ways. 2021 China Eastern supports the equal development of employees from different backgrounds and Total number of employees groups. Committed to cultivating a diverse and inclusive culture, China Eastern hires employees of different ethnic groups and nationalities, eliminates any discrimination, and provides equal 80,321 employment and opportunities for all employees. The Company cares for female employees and attaches great importance to the cultivation of female leaders. In 2021, the Company revised the Special Collective Contract for the Protection of the Rights and Interests of Female Employees to fully protect the basic rights and interests of Percentage of female employees female employees. 37.28% Number of minority employees Proportion “My hometown is in Dali Prefecture. I saw a plane flying over the Cang Mountain and Erhai Lake when I was a child, and I have had the dream of becoming a pilot 2,912 3.6% since then. I was very proud when I firstly flied the route to my hometown, taking passengers on board to Dali and letting them enjoy the beauty of Dali. In the future, I hope to send more people in my hometown to different destinations over the country and passengers all over the country to the beautiful Dali.” Number of foreign employees Proportion ——Zhao Cai, a pilot of Bai minority 971 1.2% China Eastern pilots from 19 minorities, including Bai, Zang, Dai, Hui, Li, Man, Miao, Wa, Yi, Zhuang, Dulong, Buyi, Hani, Jingpo, Lahu, Lisu, Mongol, Naxi and Tujia 68 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Work and Life Balance China Eastern enriches the after-work life of employees by organizing badminton, table tennis and other sports activities, adding leaves for flight attendants during the Spring Festival, May Day and National Day holidays, so as to help balance their work and life and further enhance their sense of fulfillment and happiness. In 2021, the Company continued to pay visits to employees and organize the activity of “Doing Practical Things for the Masses”. The Company also improved the employee rest system and parental care system to better protect the health of employees. In the activity of “Doing Practical Things for the Masses “, China Eastern valued the demands and expectations of employees with an in-depth study of the list. With the research method of “going deep among the masses, doing practical things with sincerity, and paying attention to details”, we went to local branches (subsidiaries) and primary-level departments to ensure the effectiveness of doing practical things for the masses. In order to help employees settle down, we solved the housing of nearly 4,500 new employees, non-local employees, management and technical talents through our self-owned housing and the public rental housing in Shanghai. Affordable rental housing project Case On December 28, 2021, China Eastern Group started its affordable rental housing project and showed the “model rooms” of the first batch. China Eastern Group is the first central SOE in Shanghai to launch the project. The leaders of the company required that the affordable rental housing project be implemented as soon as possible, so as to ensure that employees can live and afford the housing with satisfaction, build a better housing mechanism to attract talents and stabilize the team, and also contribute to the construction of a “Happy China Eastern”. 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 69
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Keeping in mind the important replies of General Secretary Xi Jinping and the instructions on Facilitating enriching knowledge and increasing income, China Eastern Group provides high-quality high-level and sustainable targeted assistance to benefit future generations, contributing to rural Rural vitalization with greater determination, wisdom and efforts. Vitalization 2021 Invested in grant assistance Invested in paid assistance Introduced of free assistance fund Consumed of products from poor areas RMB 41.2089million RMB 144.02million RMB 2.0306million RMB 32.1199million Trained farmers, grass-roots cadres, Assigned 40 persons for investigation Held special working meetings on Transferred people and helped industrial leaders and technicians over and research in pairing counties targeted poverty alleviation them get employed 10,000 40persons 26 1,690 On December 20, 2021, leaders of China Eastern Group met at the Home of China Eastern with relevant leaders of Lincang City, Yunnan Province and representatives of the senior Party branch secretaries of the border villages of Wa Autonomous County in Cangyuan. The two sides had an exchange and discussion on better promoting the vitalization of border villages. The senior Party branch secretaries visited the Home Party branch secretaries went out of Washan and Leaders of China Eastern Group met with of China Eastern and China Eastern R&D Center took China Eastern’s poverty alleviation flight to get to representatives of the senior Party branch secretaries and experienced “flying an airplane” on the full flight know China Eastern in Shanghai for the first time at the Home of China Eastern Group simulator The senior Party branch secretaries shared Party branch secretaries went sightseeing in The senior Party branch secretaries enjoyed China their feeling with people after going back to Wa Shanghai Eastern’s air service Autonomous County in Cangyuan Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Improving the rural vitalization working mechanism We timely adjust the functions, names and personnel of the assistance Strengthening organizational organization, and have set up a leading group of China Eastern Group for targeted assistance headed by the two principal leaders of the Company management we set an office under the leading group we timely formulate the annual assistance plan and implementation plan We revise the Company’s systems and standards such as the Management Improving standards systems and Measures for the Funds of Targeted Assistance Projects, the Management Measures for the Funds of the First Secretary in Pairing Villages, the Management Measures for Poverty Alleviation through Consuming Product from Poor Areas and the Notice on Further Standardizing Matters Related to Targeted Assistance In 2021, the epidemic still posed impacts on the global aviation industry. China Eastern Group worked hard to overcome its own difficulties and also actively carried out targeted assistance to Cangyuan and Shuangjiang counties in Yunnan. Through innovative assistance models, we strengthened assistance measures to facilitate rural vitalization in five aspects, with the same investment and efforts. Measures and results of rural vitalization Developing local industries By leveraging our advantage in air route, we flied 4,997 flights in Lincang and Cangyuan, transporting 330,200 passengers We actively developed the apiculture and established the Cangyuan experimental station of the Institute of Apicultural Research, CAAS We helped the tea factory in Tonghua Village, Shuangjiang County transform the power distribution equipment so that 655 tea farmers could resume tea production We launched the rubber futures insurance project for Banhong Township, Cangyuan County in cooperation with Shanghai Futures Exchange We strengthened the promotion of rural tourism by regularly promoting the tourism and agricultural products of Cangyuan and Shuangjiang in on-board magazines such as China Eastern and on our mobile app every month 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 71 70 CHINA EASTERN
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Cultivating talents We helped Cangyuan County establish a school of rural vitalization in the new era for farmers and grass-roots cadres We invested RMB 4 million to jointly train farmers, industrial leaders and grass-roots cadres in the new era with Tsinghua University, and set up a Tsinghua University &China Eastern—Cangyuan (Shuangjiang) distance teaching station on rural vitalization We have invested RMB 10 million every year for three consecutive years in the three-year action to facilitate teachers’ professional development in Cangyuan and Shuangjiang in cooperation with the Ministry of Education We collaborated with the Shanghai Xuhui Central Hospital to build a cloud Xuhui hospital—Cangyuan service station, and provided teaching assistance for the border areas to train medical talents and improve medical care We assisted the construction of teachers’ dormitory of the primary school in Mankan Village and the infrastructure of the primary school in Xinzhai Village, Cangyuan County Organizing cultural activities Forming pairs Improving ecological environment We invested RMB 360,000 to We formulated the Work Plan on We invested RMB 260,000 to build a cultural square in Palang Carrying out the Pairing of Primary- install 28 solar street lamps and Village, Cangyuan County to enrich level Party Branches to Promote 80 garbage cans in Nanmahe people’s cultural life Targeted Assistance for Rural Village, Shuangjiang County, so as Vitalization, and 12 Party branches to improve rural living environment of primary-level units signed pairing and facilities agreements with 12 Party branches of villages in two counties 72 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix China Eastern actively participates in community development, strives to increase the community Engaging wellbeing, and provides diversified projects based on the “love from China Eastern” public welfare project as well as the aviation industry characteristics and community needs. Meanwhile, the in Local Company carries out standardized management of public welfare volunteer activities and repays the society with voluntary actions in accordance with the “Love from China Eastern” Volunteer Communities Activity Management Regulations, Administrative Measures for Applying for “Love from China Eastern” Volunteer Projects, and Regulations on “Love from China Eastern” Registered Volunteers. In 2021, China Eastern continued to carry out the “doctor alliance” project, and focused on the volunteer activity of cabin medical assistance, the development and maintenance of air medical volunteer team as well as the business exchange and volunteer activity of air medical emergency. we created the “Swallow Love Day” activity, promoted the Service Day at the former site of the Central Committee of the Communist Youth League as well as projects like “Love from China Eastern·the Color of City”, so as to build more harmonious and better communities. “love activity from China Eastern · low carbon action”, a new public welfare Case In 2021, China Eastern launched the “love from China Eastern · low-carbon action”, a new public welfare activity. While encouraging employees to lead a green and low-carbon lifestyle, we sent recyclable textiles donated by employees such as old uniforms and old home textiles to our partner Jinggong Holding Group for recycle and reuse. Then new clothes were made and donated to targeted poverty alleviation areas. The activity not only found new partners for public welfare cooperation for the Company, but also used new green and low-carbon technologies to open up a new path for environmental protection and public welfare and further enriched MU’s Green Initiative. 2021 Number of “Love from China Eastern” public 1,085 welfare activities Number 25,172 of employee volunteers Total hours of volunteer services to China carry United’s out the crew aviation of golden knowledge wing education came to the day Beijing activity Wuyi and primary spent a school different in Daxing Children’s on May Day with 26, 2021 all the about 263,500 kids 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 73
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Putting people’s lives and health first, China Eastern Group believed that “guarding Implementing the cabin door is guarding the gate of the country”. Paying attention to pandemic prevention for people, materials and the environment, we coordinate pandemic Regular COVID-19 prevention and corporate development while completing three major tasks to aid the COVID-19 fight, i.e., “implementing the decisions and deployment of the CPC Central Control Committee, guaranteeing passenger service, and improving employee care”. Pandemic prevention and control measures Taking practical and Overseas remote Improving emergency Targeted and efficient detailed pandemic pandemic prevention and disposal managemen policy prevention measures control We coordinated both the regular We paid close attention to key We fulfilled the responsibility for We carried out vaccination pandemic prevention and control links, earnestly implemented overseas pandemic prevention against COVID-19 and nucleic as well as partial emergency relevant disinfection requirements and control, strictly implemented acid testing. We ensured the disposal, improved the emergency and held several special meetings measures for remote prevention health protection of employees command system and formulated to study and implement policies. and control of passengers on and cared for their physical and the Disposal Procedure of China We continued to control important international inbound flights. We mental health. We strengthened Eastern for Sporadic Cases to places to check the health OR also developed the “four-in-one” the service for isolation and improve the awareness and code and take temperature at overseas medical security system, further implemented the three-sensitivity of emergency disposal, entrances and exits. We also and built the “Globalcare” app. tier supervision and inspection constantly optimize the emergency disinfected elevators, conference system to urge the fulfillment of disposal plan and improve the rooms and and ensure the responsibilities. rapid response ability. management of key personnel. 2021 We operated four medical chartered flights to Hebei and 1 chartered flight to transport COVID-19vaccines We operated 1,192 flights to transport medical materials totaling 4,449 tons We operated 2 chartered flights to Shijiazhuang, with materials and 106 nucleic acid test team members from the Jiangsu provincial inspection and medical team Front-line employees received centralized shift and closed-loop management due to the requirements of pandemic prevention. Over 210,000 times were isolated in total and the longest isolation time for one person reached 293 days Letter of thanks At the beginning of 2020, in the face of the sudden outbreak of COVID-19, the Pudong passenger services center of China Eastern’s ground services department quickly set up a volunteer team for joint prevention and control, to work with us side by side. It has been more than 700 days. You showed your responsibility and original aspiration at the critical moment, with courage, love and perseverance, working with us to overcome the difficulties and fight against the virus. You supported us with practical actions in the two campaigns of both pandemic prevention and control and socio-economic development, which fully demonstrated your patriotism and the deep friendship with us. We would like to express our high respect and sincere gratitude to your Company! Mr. January Superpower, 9, 2021, a which promotional interpreted film, “flying was released for love” together with a warm with and Hu Ge, short the story brand happened spokesman at the on ——Customs of Shanghai Pudong International Airport globally critical time in 2020 74 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Civil aviation is an indispensable part of the public transport system and the contingency relief Special system. Guaranteeing major air transport tasks is one of the key duties of civil aviation. As a large state-owned airline, China Eastern relies on its rich transport experience and strong Flight comprehensive strength to continuously enhance its guarantee and innovation ability with its transport experience as well as internal and external coordination, so as to guarantee major air Guarantee transport tasks. 2021 We operated chartered flights to aid Tibet and 20 Xinjiang Guaranteed 169 and important flights On China May Eastern 21, a magnitude operated the 6.4 first earthquake flight to the occurred disaster in area Yangbi with County, the Yunnan Dali Prefecture, earthquake Yunnan relief working Province. group On 2021 May FIVB 21, Volleyball flight MU7115 Women’s Shanghai-Rome Nations League transported 23 Chinese women’s volleyball team to Italy for the On Kunming December , which 14, had flight closed MU 5962 the cabin Lincang- door to “reopen and was the ready cabin to door” take after off, decided receiving the broken task finger. of transporting The flight a won passenger 6 hours with for the a passenger’s replantation as it was 6 hours to OTT transport Airlines the and donated Jiangxi human Branch organ worked and together arrived faster than land transport. 31 minutes earlier. 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 75
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Appendix Performance Indicators Classification Indicators Unit 2019 2020 2021 Total assets RMB billion 282.94 282.41 286.55 Operating revenue RMB billion 120.86 58.64 67.13 Total profits RMB billion 4.30 -16.48 -17.51 Interest payment RMB billion 5.86 5.77 5.81 Total tax payment RMB billion 7.48 1.94 4.00 Contract compliance rate % 100 100 100 Total: 1,109 Total:1,741 Total:2,987 China United Airlines and China United Airlines and Shanghai(Headquarters overall Economy Hebei:6, Zhejiang:23, Yunnan: Hebei:44, Zhejiang:21, situation): 1,639, OTT: 3, 62, Sichuan: 30, Shanxi 20, Yunnan: 140, Sichuan: 23, Shanghai China Eastern Airline Shandong: 192, Jiangxi 9, Shanxi 76, Shandong: 48, flight training Co.,Ltd. : 32, Jiangsu:17, Gansu: 8, Beijing:32, Jiangxi 59, Jiangsu:23, Gansu: Shanghai Airlines: 65, China Anhui:23, Shanghai:653, 8, Beijing:142, Anhui:36, United Airlines: 174, China United Guangdong:6, Wuhan:19, Shanghai:1,045, Guangdong:26, Airlines and Hebei: 27, Yunnan Northwest China:58 Wuhan:25, Northwest China:25 China Eastern Airlines flight Number of suppliers—training Co., Ltd. : 1, Yunnan: 132, Beijing: 135, Beijing New Airport China Eastern Airlines Base Project Construction Headquarters: 4, Sichuan: 68, Anhui: 78, Shandong: 116, Shanxi: 108, Guangdong: 29, Wuhan: 83, Jiangsu: 102, Jiangxi: 156, Zhejiang: 80, Gansu: 69, Northwest China: 115 Utilization rate of aircraft hour 9.55 6.02 6.66 Average age of aircraft year 6.40 7.24 7.80 Total transport volume billion ton-km 22.52 11.70 13.05 Passenger turnover million 130.30 74.49 79.10 Operation Overview Number of routes—1,668 1,483 1,383 Number countries/regions of destination—175 170 170 Number of destinations—1,150 1,036 1,036 Number routes of code-sharing—1,007 603 856 Safe flight hours million 2.39 1.55 1.75 Incidents—7 5 0 Safety Incident rate per ten thousand hours % 0.041 0.044 0 Safe distance ground driving kilometer million 5.98 3.18 4.43 76 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Classification Indicators Unit 2019 2020 2021 Flight punctuality rate % 81.84 89.60 88.71 Investment technologies in smart RMB million 40.52 34.51 33.58 Number of Fly-Fi fleets—93 99 97 Number of frequent flyers million 42.68 45.22 48.15 Copies satisfaction of passenger questionnaires —261,600 219,500 530,600 Passenger satisfaction point 87.68 91.71 94.04 commendation Number of passenger letters—11,664 11,002 13,084 4,100 11,753 16,820 Handled cases; On March 15, Handled cases; Influenced by Handled cases; The transport 2019, the Consumer Affairs COVID-19, we responded to the volume of airlines showed a Center of CAAC opened 12326 call of the state to cancel a large “roller-coaster” instability due to Complaints from—hotline. Since April 2019, its number of flights, causing more the sporadic COVID-19 cases passengers number of complaints in the complaints in sales and refund. throughout the whole year. whole industry has increased The frequent change of flight sharply. schedule caused a large number of complaints from passengers about flight schedule and ticketing Service Complaints handling rate % 100 100 100 258 274 218 Complaints about 229 cases of text messaging 203 cases of suspected 118 cases of suspected—scams, 29 cases of unauthorized passenger information leakage, passenger information leakage, passenger privacy bonus point losses 30 cases of text messaging 100 cases of unauthorized bonus scams and 41 cases of point losses unauthorized bonus point losses Customer data losses—0 0 0 Ten Baggage mishandling rate* 34.031(restated) 22.636 19.007 thousandths 70.41 69.29 68.73 Self flights check-in for domestic % CAAC unified the statistical caliber in 2019, which is not comparable with previous years Coverage of self check- 100 100 in terminals machines in domestic % 97.41 Domestic destinations under Domestic destinations under navigation navigation Domestic “Through Check-in” destinations flights of—75 75 75 “Through International Check-in” destinations flights of—60 66 60 140,768 51,235 49,734 Special passengers—Hongqiao International Airport Hongqiao International Airport Hongqiao International Airport and Pudong International Airport and Pudong International Airport and Pudong International Airport * Baggage mishandling includes delayed baggage transport, baggage damage (including missing contents) and etc. 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 77
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Classification Indicators Unit 2019 2020 2021 Water consumption million ton 4.46 5.26 4.60 ton/10,000 Water consumption density ton-km 1.98 4.50 3.52 Aviation fuel consumption million ton 7.16 4.38 4.98 Natural gas consumption million m3 7.80 5.98 7.69 Gasoline consumption million liter 2.37 1.63 1.73 Diesel consumption million liter 12.84 8.81 9.94 LPG consumption ton 42.62 35.30 41.00 Consumption of other ton 413.00 306.78 559.09 petroleum Electricity consumption million kWh 176.64 152.38 192.05 Carbon dioxide emissions ton 22,746,500.00(restated) 13,949,700.00 15,870,835.87 Scope 1 emissions ton 22,622,900.00 13,842,500.00 15,735,725.73 Density of Scope 1 ton/10,000 ton-km 19.34 11.83 12.06 emissions Scope 2 emissions ton 123,600.00 107,200.00 135,110.14 Environment Density of Scope 2 ton/10,000 ton-km 0.11 0.09 0.10 emissions Total energy consumption TCE—6,515,497.00 7,404,212.26 Energy consumption per TCE/ RMB RMB 10,000 of operating 10,000 0.88 1.11 1.10 revenue tons (of Energy consumption per aviation fuel)/10,000 3.18 3.74 3.81 transport volume km Fuel consumption available ton/10,000 ton-km 2.15 2.15 2.14 per ton-km Total fuel saved 390,000 tons during the period from 2018 to 10,000 ton Accumulated fuel saving during 2021. (In 2021, fuel saved 21,000 Total fuel saving 19.55 the 13th Five Year Plan Period tons. Flight operation was greatly 600,000 tons affected by COVID-19, and the fuel saving data fluctuated significantly) Carbon dioxide emissions ton/10,000 ton-km 19.44 (restated) 11.92 12.01 per ton-km Sewage discharge million ton 4.01 4.74 4.14 Total non-hazardous waste ton 46,108.23 35,665.90 61,525.00 produced Total hazardous waste ton 249.74 220.82 205.72 produced Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Classification Indicators Unit 2019 2020 2021 Number of employees—81,136 81,157 80,321 Total remuneration for RMB billion employees 13.26 11.97 12.46 Percentage of female % employees 39.12 38.27 37.28 Number of ethnic minority -employees 2,711 2,807 2,912 Number of foreign -employees 1,257 1,100 971 Collective contract signing % rate 100 100 100 Labor contract signing rate % 100 100 100 Female :11.2 Female :12.3 Female :11.7 Male:88.8 Male:87.7 Male:88.3 Proportion executives of by senior gender and % Aged below 30:0 Aged below 30:0 Aged below 30:0 age Aged between 31 and 40:2.2 Aged between 31 and 40:2.2 Aged between 31 and 40:2.6 Aged between 41 and 50:49.8 Aged between 41 and 50:47.2 Aged between 41 and 50:46.8 Aged above 51:48.0 Aged above 51:50.6 Aged above 51:50.6 Male:2,744 Female:1,286 Female:1,156 Number of new employees Aged below 30:5,135 Male:2,995 Male:2,763 by gender and age—Aged between 31 and 50:125 Aged below 30:3,738 Aged below 30:3,375 Aged above 51:0 Aged between 31 and 50:538 Aged between 31 and 50:536 Aged above 51:5 Aged above 51:5 Total number of employees Number of overseas part-time Number of overseas part-time Number of overseas part-time by time type or part-time) of employment (full— workers:9 workers:9 workers:4 The other is for full-time The other is for full-time The other is for full-time Employee Management Management Management personnel:3,650 personnel:3,677 personnel:3,792 Professional technicians:14,837 Professional technicians:15,151 Professional technicians:15,344 Pilots: 8,284 Pilots: 8,837 Pilots: 9,506 Flight crew :17,430 Flight crew :16,623 Flight crew :16,094 Distribution of Major—Flight security guards:4,243 Flight security guards:4,526 Flight security guards:4,424 Salesmen:4,009 Salesmen:4,040 Salesmen:3,716 Financial staff:567 Financial staff:572 Financial staff:589 Ground services and Ground services and others:27,731 Ground services and others:28,116 others:26,856 Aged below 30:42.5 Aged below 30:40.0 Aged below 30:40.0 Aged between 31 and 40:31.9 Aged between 31 and 40:33.7 Aged between 31 and 40:35.54 Distribution of Age % Aged between 41 and 50:17.9 Aged between 41 and 50:18.3 Aged between 41 and 50:18.74 Aged above 51: 7.7 Aged above 51: 8.0 Aged above 51: 8.72 Distribution of Educational Junior College and below:52.2 Junior College and below:52.0 Junior College and below:48.34 structure % Bachelor:44.8 Bachelor:44.9 Bachelor:48.35 Master and above:3.0 Master and above:3.1 Master and above:3.31 Shanghai 5,033 Shanghai 5,811 Shanghai 6,251 Beijing 4,733 Beijing 5,511 Beijing 5,951 employees Starting salary in major for contract RBM Kunming 4,153 Kunming 4,481 Kunming 4,811 operating locations Xi’an 4,063 Xi’an 4,391 Xi’an 4,751 *The amount includes working meal benefits Social security % coverage 100 100 100 Enterprise annuity coverage % 90.71 91.34 92.76 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 79 78 CHINA EASTERN
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Classification Indicators Unit 2019 2020 2021 By gender: Female:6 Male:4. .17 49 By gender: Female:5 Male:3. .27 32 By gender: Female:7 Male:5. .03 46 By nationality: Domestic:4 Foreign:21. .85 38 By nationality: Domestic:3 Foreign:14. .93 08 By nationality: Domestic:5 Foreign:12. .86 38 By age: Aged between Aged 31 below and 30:8 50:2.25 95 By age: Aged between Aged 31 below and 30:7 50:1.41 84 By age: Aged between Aged below 31 and 30:11 50:2. .76 74 Employee turnover By major: Aged above Management 50:1.89 By major: Aged above Management 50:1.50 By major: Aged above Management 50:1.15 rate % personnel:0.51 personnel:0.53 personnel:0.82 Flight crew and security guards:6 Pilots:1.86 94 Flight crew and security guards:5 Pilots:0.37 54 Flight crew and security guards:7 Pilots:0. .65 29 Professional technicians:2 Salesmen:7. .37 61 Professional technicians:2 Salesmen:9. ..44 16 Professional technicians:3 Salesmen:8. .05 91 restated Others:9.73 By region: Chinese mainland:4 Others:4. .03 93 By region: Chinese mainland:5 Others:8.58 87 Overseas:7.30 Overseas:11.50 employees Percentage of who health received % 70.0 75.0 77.2 examinations Work injuries—128 106 69 Work-related Sudden illness during work 1 3 were production accidents, 6 For personnel “under centralized 1 fatalities—commuting, 1 was traffic and accidents 2 were sudden during shift who and has closed sudden -loop diseases management” during Employee diseases when working abroad the rest time Participants in Including employees 786 trained person before -time Change of statistical 230 caliber hours 360 hours consultation EAP Hour the EAP, consultation; by hotline and employees face-toface with psychological crisis intervention Total investment RMB million Including trainings organized 2. 49 by 1.70 1.51 in trainings China Eastern R&D Center Training participants million 0.57 online training 1.40 63.82 Female: Male: 33 42. .8 0 By gender: Female:45 Male:51. .2 7 By gender: Female:52 Male:58 .92 .6 Training employee hours per Hour By category: Management By category: Management Ordinary employees: personnel:42 49. .9 1 personnel:45.1 Ordinary employees: 57.4 employees Proportion of By gender: Female:98 Male:99. .2 0 By gender: Female:98 Male:99. .6 4 By gender: Female:98 Male:99. .5 4 accepting performance % By category: personnel:97 Management .3 By category: personnel(on Management duty):100 By category: personnel:97 Management .3 appraisal Ordinary employees: 98.8 Ordinary employees: 99.4 Ordinary employees: 99.1 Occurrence discrimination of—0 0 0 Financial for support RMB million 3.65 5.18 3.25 fixed Investment -pointed in RMB poverty alleviation million 18.25 41.02 41.21 Special flights—75 123 398 Registered employee —8,100 9,100 9,200 volunteers Public welfare—1,387 1,132 1,085 Community projects participating Employees in volunteering—34,110 26,045 25,172 activities from welfare public activities —78,080 168,200 140,166 Public welfare hours 10,000 14.34 29.53 26.35 service 80 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix GRI Index This Report is prepared in accordance with the GRI Standards: Core option General Introduction Chapter Page Note Disclosures GRI 101: FOUNDATION 2016 GRI 101 does not include any disclosure GRI 102: GENERAL DISCLOSURES 2016 Organizational Profile 102-1 Name of the organization About China Eastern P6 102-2 Activities, brands, products, and services About China Eastern P6 102-3 Location of headquarters About China Eastern P6 102-4 Location of operations About China Eastern P6 102-5 Ownership and legal form About China Eastern P6 102-6 Markets served About China Eastern P6 102-7 Scale of the organization About China Eastern P6 P76 Performance Indicators 102-8 Information on employees and other workers Performance Indicators P79 102-9 Supply chain Performance Indicators P63P78 102-10 Significant changes to the organization and its supply chain About the Report P90 No significant change 102-11 Precautionary principle or approach Risk Management P22 102-12 External initiatives Flights for Sustainability P26 102-13 Membership of associations Contributing Development to Industrial P53 Strategy 102-14 Statement from senior decision-maker Message from the Chairman P4 Ethics and Integrity 102-16 Values, principles, standards, and norms of behavior Corporate Strategy P16 Governance 102-18 Governance structure Corporate Governance P16-17 Stakeholder Engagement 102-40 List of stakeholder groups Stakeholder Engagement P30 102-41 Collective bargaining agreements Performance Indicators P76 102-42 Identifying and selecting stakeholders Stakeholder Engagement P30 102-43 Approach to stakeholder engagement Stakeholder Engagement P30 102-44 Key topics and concerns raised Stakeholder Engagement P30 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 81
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability General Introduction Chapter Page Note Disclosures Reporting Practice 102-45 Entities included in the consolidated financial statements About the Report P90 102-46 Defining report content and topic Boundaries About the Report P90 102-47 List of material topics Materiality Management P27 102-48 Restatements of information Some and historical the latest data data have in “Performance been corrected, P76-80 Indicators” of this report shall prevail. 102-49 Changes in reporting No significant change 102-50 Reporting period About the Report P90 102-51 Date of most recent report About the Report P90 102-52 Reporting cycle About the Report P90 102-53 Contact point for questions regarding the report About the Report P90 102-54 Claims of reporting in accordance with the GRI Standards GRI Index P81 102-55 GRI Content Index GRI Index P81 102-56 External assurance Assurance Statement P92 Environmental Topics GRI 302: ENERGY 2016 / GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Addressing Climate Change P56 P62 Sustainable Utilization of Resources 103-2 The management approach and its components Addressing Climate Change P56 P62 Sustainable Utilization of Resources 103-3 Evaluation of the management approach Addressing Climate Change P56 P62 Sustainable Utilization of Resources 302-1 Energy consumption within the organization Performance Indicators P77 302-3 Energy intensity Performance Indicators P77 302-4 Reduction of energy consumption Addressing Climate Change P56 302-5 Reductions in energy requirements of products and services Addressing Climate Change P56 GRI 303 WATER AND EFFLUENTS 2018/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Safeguarding Lucid Waters and Blue Sky P60 P62 Sustainable Utilization of Resources 103-2 The management approach and its components Safeguarding Lucid Waters and Blue Sky P60 P62 Sustainable Utilization of Resources 103-3 Evaluation of the management approach Safeguarding Lucid Waters and Blue Sky P60 P62 Sustainable Utilization of Resources 303-1 Interactions with water as a shared resource Safeguarding Lucid Waters and Blue Sky P60 P62 Sustainable Utilization of Resources 303-5 Water consumption Performance Indicators P77 82 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix General Introduction Chapter Page Note Disclosures GRI 305: EMISSIONS 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Addressing Climate Change P56 103-2 The management approach and its components Addressing Climate Change P56 103-3 Evaluation of the management approach Addressing Climate Change P56 305-1 Direct (Scope 1) GHG emissions Performance Indicators P77 305-4 GHG emissions intensity Performance Indicators P77 305-5 Reduction of GHG emissions Addressing Climate Change P56 GRI 306: WASTE 2020/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Safeguarding Lucid Waters and Blue Sky P60 103-2 The management approach and its components Safeguarding Lucid Waters and Blue Sky P60 103-3 Evaluation of the management approach Safeguarding Lucid Waters and Blue Sky P60 306-1 Waste generation and significant waste-related impacts Safeguarding Lucid Waters and Blue Sky P60 306-2 Management of significant waste-related impacts Safeguarding Lucid Waters and Blue Sky P60 306-3 Waste generated Performance Indicators P77 Social Topics GRI 401: EMPLOYMENT 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Supporting Employee Development P66 103-2 The management approach and its components Supporting Employee Development P66 103-3 Evaluation of the management approach Supporting Employee Development P66 401-1 New employee hires and employee turnover Performance Indicators P79 401-2 Benefits provided temporary to full-time or part-time employees employees” that are not provided to Supporting Employee Development P66 GRI 403: OCCUPATIONAL HEALTH AND SAFETY 2018 / GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Caring for Employee Health and Safety P40 103-2 The management approach and its components Caring for Employee Health and Safety P40 103-3 Evaluation of the management approach Caring for Employee Health and Safety P40 403-5 Worker training on occupational health and safety Caring for Employee Health and Safety P40 403-7 Prevention impacts and directly mitigation linked of occupational by business relationships health and safety Caring for Employee Health and Safety P40 403-9 Work-related injuries Performance Indicators P79 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 83
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability General Introduction Chapter Page Note Disclosures GRI 404: TRAINING AND EDUCATION 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Supporting Employee Development P66 103-2 The management approach and its components Supporting Employee Development P66 103-3 Evaluation of the management approach Supporting Employee Development P66 404-1 Average hours of training per year per employee Supporting Employee Development P66 P79 Performance Indicators GRI 405: DIVERSITY AND EQUAL OPPORTUNITY 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Supporting Employee Development P66 103-2 The management approach and its components Supporting Employee Development P66 103-3 Evaluation of the management approach Supporting Employee Development P66 405-1 Diversity of governance bodies and employees Supporting Employee Development P66 P79 Performance Indicators GRI 406: NON-DISCRIMINATION 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Supporting Employee Development P66 103-2 The management approach and its components Supporting Employee Development P66 103-3 Evaluation of the management approach Supporting Employee Development P66 406-1 Incidents of discrimination and corrective actions taken Performance Indicators P79 GRI 406: CHILD LABOR 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Supporting Employee Development P66 103-2 The management approach and its components Supporting Employee Development P66 P66 103-3 Evaluation of the management approach Supporting Employee Development Operations and suppliers at significant risk for incidents of child suppliers No operations at significant and 408-1 labor risk for incidents of child labor GRI 409: FORCED OR COMPULSORY LABOR 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Supporting Employee Development P66 103-2 The management approach and its components Supporting Employee Development P66 P66 103-3 Evaluation of the management approach Supporting Employee Development Operations and suppliers at significant risk for incidents of forced suppliers No operations at significant and 409-1 or compulsory labor risk for incidents of forced or compulsory labor 84 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix General Introduction Chapter Page Note Disclosures GRI 413: LOCAL COMMUNITIES 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Facilitating Rural Vitalization P70 P73 Engaging in Local Communities 103-2 The management approach and its components Facilitating Rural Vitalization P70 P73 Engaging in Local Communities Facilitating Rural Vitalization P70 P73 103-3 Evaluation of the management approach Engaging in Local Communities 413-1 Operations with local community engagement, impact Facilitating Rural Vitalization P70 P73 assessments, and development programs Engaging in Local Communities significant No operations actual with and 413-2 Operations with significant on local actual communities and potential negative impacts potential negative impacts communities on local GRI 413: SUPPLIER SOCIAL ASSESSMENT 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Sustainable Value Chain P63 103-2 The management approach and its components Sustainable Value Chain P63 P63 103-3 Evaluation of the management approach Sustainable Value Chain 414-1 New suppliers that were screened using social criteria Sustainable Value Chain P63 GRI 416: CUSTOMER HEALTH AND SAFETY 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Safeguarding Passenger Health P38 103-2 The management approach and its components Safeguarding Passenger Health P38 P38 103-3 Evaluation of the management approach Safeguarding Passenger Health 416-1 Assessment of the health service and categories safety impacts of product and Safeguarding Passenger Health P38 GRI 417: MARKETING AND LABELING 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Providing Guaranteeing Heartwarming Flight Punctuality Service P44-47 Improving Travel Experience 103-2 The management approach and its components Providing Guaranteeing Heartwarming Flight Punctuality Service P44-47 Improving Travel Experience 103-3 Evaluation of the management approach Providing Guaranteeing Heartwarming Flight Punctuality Service P44-47 Improving Travel Experience 417-2 Incidents of non-compliance information concerning and labeling product and service No incidents occurred 417-3 Incidents of non-compliance communications concerning marketing No incidents occurred GRI 418: CUSTOMER PRIVACY 2016/ GRI 103: MANAGEMENT APPROACH 2016 103-1 Explanation of the material topic and its Boundary Protecting Customer Privacy P52 103-2 The management approach and its components Protecting Customer Privacy P52 P52 103-3 Evaluation of the management approach Protecting Customer Privacy 418-1 Substantiated privacy complaints and losses concerning of customer breaches data of customer Performance Indicators P77 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 85
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability HK-ESG Index Disclosure Item Description Chapter Page A. Environmental Information General Disclosure on: (a) the policies; and Addressing Safeguarding Climate Lucid Change Waters and P56-59 (b) relating compliance to air and with greenhouse relevant laws gas and emissions, regulations discharges that have into a significant water and impact land, and on generation the issuer Blue Sky P60-61 of hazardous and non-hazardous waste. The process exhaust of China gas generated Eastern is basically in the daily generated production by A1.1 Types of emissions and respective emissions data aviation oil emissions. The standard of conversion industry coefficient is still for other unclear. exhaust gas types in the Direct A1.2 (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, Performance Indicators P78 where appropriate, intensity (e.g., per unit of production volume, per facility). Aspect A1- Emissions A1.3 Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g., per unit Safeguarding Blue Sky Lucid Waters and P60-61 of production volume, per facility) Performance Indicators P78 A1.4 Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g., per Blue Safeguarding Sky Lucid Waters and P61 unit of production volume, per facility) Performance Indicators P78 and Note: Task China Breakdown Eastern has for formulated Winning Battle the Action Against Plan the A1.5 work Blue Sky, of the and “Oil-to-Electricity” gradually implemented and APU the programs special Description of emission target(s) set and steps taken to achieve them. Carbon in 2018-2021 Neutrality and Implementation formulated the Carbon Path Research Peak, Report Action Plan and Green to guide and long-term Low Carbon double-carbon Development work. A1.6 Description of how hazardous and nonhazardous wastes are handled, and a description of Safeguarding Lucid Waters and P60-61 reduction target(s) set and steps taken to achieve them. Blue Sky General Policies on Disclosure the efficient use of resources, including energy, water and other raw materials Resources Sustainable Utilization of P62 Direct A2.1 and/or indirect energy consumption by type (e.g., electricity, gas or oil) in total (kWh Performance Indicators P78 in’000s) and intensity (e.g., per unit of production volume, per facility) Water A2.2 consumption in total and intensity (e.g., per unit of production volume, per facility) Performance Indicators P78 Aspect A2-Use of Resources A2.3 has Note: not During set up the energy reporting use efficiency period, China initiatives, Eastern and Description of energy use efficiency target(s) set and steps taken to achieve them. will carry out relevant work next. Description A2.4 of whether there is any issue in sourcing water that is fit for purpose, water China Eastern does not have the issue in sourcing efficiency target(s) set and steps taken to achieve them. applicable water. Total A2.5 packaging materials used for finished products (in tonnes) and, if applicable, with Note: Not applicable; the operation of China Eastern reference to per unit produced does not involve manufacturing process. Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Disclosure Item Description Chapter Page A. Environmental Aspect A3-The General Disclosure Addressing Safeguarding Climate Lucid Change Waters and P56 Environment Natural Resources and resources Policies on minimizing the issuer’s significant impact on the environment and natural Sustainable Blue Sky Utilization of P60 P62 Resources A3.1 Protection Note: China Law Eastern of the abides People’s by Republic the Wildlife of China and Description the actions of the taken significant to manage impacts them of activities on the environment and natural resources and prohibits the transportation of all kinds of illegal wildlife and their products. Aspect A4- Climate Policies General Disclosure on identification and mitigation of significant climate-related issues which have Addressing Climate Change P56 Change impacted and may impact the issuer. Description A4.1 of the significant climate-related issues which have impacted and may impact, Addressing Climate Change P56-59 the issuer, and the actions taken to manage them. B.Social Employment and Labor Practices Information General Disclosure on: (a) (b) the compliance policies; with and relevant laws and regulations that have a significant impact on the issuer Supporting Development Employee P66-68 periods, relating to equal compensation opportunity, and diversity, dismissal, anti-discrimination, recruitment and and promotion, other benefits working and welfare. hours, rest Aspect Employment B1- Total B1.1 workforce by gender, employment type, age group and geographical region Performance Indicators P79 Employee B1.2 turnover rate by gender, age group and geographical region Performance Indicators P80 Information General Disclosure on: (b) (a) the compliance policies; with and relevant laws and regulations that have a significant impact on the issuer Caring Safety for Employee Health and P40-41 hazards. relating to providing a safe working environment and protecting employees from occupational Number B2.1 and rate of work-related fatalities occurred in each of the past three years including Performance Indicators P80 Aspect B2-Health and Safety the reporting year. B2.2 Lost days due to work injury 2021. Note: There is no statistics in Description B2.3 of occupational health and safety measures adopted, how they are implemented Caring for Employee Health and P40-41 and monitored Safety 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 87 86 CHINA EASTERN
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Disclosure Item Description Chapter Page B.Social Employment and Labor Practices Policies General on Disclosure improving employees’ knowledge and skills for discharging duties at work. Supporting Upholding Aviation Employee Safety P37 Description of training activities Development P66-67 Aspect Development B3- and B3.1 Training The management, percentage middle of employees management) trained by gender and employee category (e.g., senior Performance Indicators P80 B3 The .2 average training hours completed per employee by gender and employee category Performance Indicators P80 General Information Disclosure on: (a) the policies; and Development Supporting Employee P67 relating (b) compliance to preventing with relevant child and laws forced and regulations labour. that have a significant impact on the issuer Aspect Standards B4-Labour B4.1 Supporting Employee Description of measures to review employment practices to avoid child and forced labour. Development P67 B4.2 Note: laws and China regulations, Eastern strictly and has abides no child by the labor national or Description of steps taken to eliminate such practices when discovered. forced labor. Operating Convention General Policies on Disclosure managing environmental and social risks of the supply chain Sustainable Value Chain P63 B5 Number .1 of suppliers by geographical region Performance Indicators P76 Description B5.2 of practices relating to engaging suppliers, number of suppliers where the Sustainable Value Chain P63 Chain Aspect Management B5-Supply practices are being implemented, how they are implemented and monitored Description B5.3 of practices used to identify environmental and social risks along the supply chain, Sustainable Value Chain P63 and how they are implemented and monitored. B5 Description .4 of practices used to promote environmentally preferable products and services Sustainable Value Chain P63 when selecting suppliers, and how they are implemented and monitored. 88 CHINA EASTERN Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Disclosure Item Description Chapter Page Operating Convention Information General Disclosure on: Informatization P22-23 Safeguarding Passenger Health P38-39 (a) the policies; and P45-46 (b) compliance with relevant laws and regulations that have a significant impact on the issuer Providing Heartwarming Service relating to health and safety, advertising, labelling and privacy matters relating to products Improving Travel Experience P47-51 P52 and services provided and methods of redress. Protecting Customer Privacy Percentage B6.1 of total products sold or shipped subject to recalls for safety and health reasons. does Note: not Not involve applicable; product the production. business of China Eastern B6.2 Providing Heartwarming Service P45-46 Aspect Responsibility B6-Product Number of products and service related complaints received and how they are dealt with Performance Indicators P77 Description B6.3 of practices relating to observing and protecting intellectual property rights. Informatization P22 Description B6.4 of quality assurance process and recall procedures. does Note: not Not involve applicable; product the production. business of China Eastern B6.5 Description of consumer data protection and privacy policies, how they are implemented and Protecting Customer Privacy P52 monitored Information General Disclosure on: (a) (b) the compliance policies; with and relevant laws and regulations that have a significant impact on the issuer Anti-corruption P19 relating to bribery, extortion, fraud and money laundering. Number B7.1 of concluded legal cases regarding corrupt practices brought against the issuer or During the reporting period, there were no Aspect B7-Anti- its employees during the reporting period and the outcomes of the cases. corruption cases. corruption Description B7.2 of preventive measures and whistle-blowing procedures, how they are Anti-corruption P19 implemented and monitored Description B7.3 of anti-corruption training provided to directors and staff. Anti-corruption P19 Community Facilitating Rural Vitalization Policies General on Disclosure community engagement to understand the needs of the communities where the issuer Engaging in Local Communities P70-74 operates and to ensure that its activities take into consideration the communities’ interests Implementing Control Regular COVID-19 Facilitating Rural Vitalization Aspect B8-Community Focus B8.1 areas of contribution (e.g., education, environmental concerns, labour needs, health, Engaging in Local Communities P70-74 Investment culture, sport) Implementing Regular COVID-19 Control Facilitating Rural Vitalization Resources B8.2 contributed (e.g., money or time) to the focus area Engaging in Local Communities P70-74 Implementing Control Regular COVID-19 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 89
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability About the Report ? Reporting Objectives This is the 14th CSR report released by China Eastern Airlines Corporation Limited since 2009. By disclosing the Company’s CSR concepts and practices, it aims to promote better communication and interaction with stakeholders, facilitate a trustful partnership based on the value identification, and foster the sustainable development of the Company and the society. ? Reporting Period The report mainly covers the Company’s management and practice from January 1, 2021 to December 31, 2021. Some data and contents may extend beyond the time scope if necessary. ? Reporting Cycle The Report is published annually. The latest report was released in April, 2021. ? Reporting Scope The report covers the entire company (including its branches and wholly-owned subsidiaries) and some practices may come from China Eastern Group and its holding subsidiaries. ? Preparation Basis This report is prepared in accordance with Guidelines to the State-owned Enterprises Directly under the Central Government on Fulfilling Corporate Social Responsibilities issued by the State-owned Assets Supervision and Administration Commission of the State Council (SASAC), the Environmental, Social and Governance Reporting Guide(HK-ESG) issued by The Stock Exchange of Hong Kong Ltd., Guidelines on Preparation of CSR Reports and Notice on Further Improvement of Poverty Alleviation Work Performance Disclosure of Listed Companies issued by Shanghai Stock Exchange, GB/T 36001 Guidance on Social Responsibility Reporting, GRI Sustainability Reporting Standards (GRI Standards) issued by the Global Sustainability Standards Board (GSSB), Guidance on Social Responsibility (ISO 26000:2010) issued by International Organization for Standardization (ISO), the 2030 Agenda for Sustainable Development issued by the United Nations, Guidelines on Corporate Social Responsibility Reporting for Chinese Enterprises (CASS-CSR 4.0) by Chinese Academy of Social Sciences, as well as supplement guidelines in aviation service industry. With systematic integration of crucial guidelines and standards, the report responds to stakeholders’ expectations and demands and highlights industrial features and corporate characteristics. ? Data Source Relevant material, data and cases were collected from China Eastern Group, China Eastern, its subsidiaries and branches. All the materials have been reviewed by relevant departments. ? Reference To facilitate presentation and reading, “China Eastern Airlines Co., Ltd.” in this report also is referred to as, “China Eastern”, “the Company” and “We”. “China Eastern Air Holding Company” is referred to as “China Eastern Group”. The subsidiary “Shanghai Airlines Co., Ltd.” is referred to as “Shanghai Airlines”. “China United Airlines Co., Ltd.” was referred to as “China United Airlines”. “Eastern Airlines Technology Co., Ltd.” is referred to as “the Technology Company”. “China Eastern Airlines Technology R&D Center Co., Ltd” is referred to as “China Eastern R&D Center”. All branches are referred to as “the name of region + Branch”. Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix ? Report Access The Report is available in Chinese and English versions. For any discrepancies between the two versions, the Chinese version shall prevail. The report was released in printed and electronic formats. You can download the electronic report on the website of Shanghai Stock Exchange and our website (www.ceair.com). If you need a printed report or have any suggestion, please contact us as follows: Contact Department: Department of Corporate Culture and Brand Management of China Eastern Telephone: 021-22331435 Fax: 021-62686883 Address: No.36 Hongxiang 3rd Road, Minhang District, Shanghai, China Zip Code: 201100 ? Reporting Preparation Kick-off Analyzing material topics Setting up a working group Collecting internal and external data to Starting the training session build a topic database Conducting questionnaires, interviews and surveys to identify and prioritize material topics Reviewing and validating material topics Drafting the report Reviewing / Soliciting opinions Drafting report framework Soliciting CSR experts’ opinions Forming the first draft Inter-department verification Improving / Designing the report Report assurance Revising the text Data and information verification Verifying data Revising the report Developing the report design draft Mapping Publishing / Summarizing the report Releasing the report on Stock Exchange websites/our official websites disseminating the report in multiple channels, media and languages Analyzing deficiencies of the report and finalizing the improvement plan 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 91 90 CHINA EASTERN
Message from Chairman About China Eastern China Eastern’s 2021: An Incredible Year in Review Strategy and Governance Our Journey Towards Sustainability Assurance Statement Assurance Statement of Corporate Social Responsibility Report TUV NORD (Hangzhou) Co., Ltd. (TUV NORD for short) has been commissioned by the management of China Eastern Airlines Co. Ltd (China Eastern for short) to carry out an independent assurance of the Corporate Social Responsibility Report 2021 (the report for short). China Eastern is responsible for the collection, analysis, aggregation and presentation of information within the Report. TUV NORD’s responsibility in performing this work (assurance of the report) is in accordance with terms of reference agreed in the scope of engagement with China Eastern. China Eastern is the intended users of this statement. This statement is based on the assumption that the data and information provided in China Eastern’s Corporate Social Responsibility Report 2021 is complete and true. Assurance Scope The report revealed the key performance and relevant information which happened in 2021; Assurance address is in No.36, Hongxiang 3rd road, Minhang district, Shanghai, where China Eastern headquarter is located. We visited some organs and functional departments of China Eastern, and we didn’t visit other branches or the site of projects; We evaluate the collection, analysis, aggregation of the information and data; Because the economic data had been audited by the third party, we won’t do double audit this time. Assurance of the Report was done on March 9-11, 2022. Assurance Methodology Assurance process including following activities: Review the document information which was provided by China Eastern; Interview the person who collected the report information; View the related websites and media reports, verify the data and information through sampling method; Refer to the Hong Kong Stock Exchange’s Environmental, Social and Governance Reporting Guide (HK-ESG) for reporting on the materiality, quantitative, balance and consistency requirements, we evaluate the report; Refer to GRI Sustainability Reporting Standards (GRI Standards) on balance, comparability, accuracy, timeliness, clarity, reliability, and give the evaluation; Refer to AA1000 (V3) Assurance Methodology; Assurance activity is based on TUV NORD CSR report assurance management procedure. Assurance Conclusion China Eastern Airlines Corporate Social Responsibility Report 2021 objectively reflects the China Eastern ‘s social responsibility work and performance achieved in 2021. The data in the report is reliable and objective. We haven’t found systematic or substantial errors. Materiality: China Eastern conducted research on important ESG issues, disclosed the important and objective performance of China Eastern in the economic, social and environmental fields in 2021 in chapters like “Sustainable Journey”, and responded to the expectations of investors and other stakeholders in a timely manner; Quantitative: The report discloses nearly 100 important performance data of China Eastern in economy, operation overview, service, employees, environment and so on in the form of performance table. Pursuing Safety Development Providing Smart Services Advancing Green and Low-carbon Development Creating a Better Life Appendix Balance: the report discloses the employee turnover rate, the number of complaints about passenger privacy and other data. Consistency: the Corporate Culture and Brand Management Department of China Eastern is responsible for collecting, recording, arranging and analyzing the information and processes used in the preparation of the report. The sampled data in the verification is traceable. Suggestions for Improvement Through assurance and evaluation, we had following improvement suggestions on CSR practice and management. We suggest China Eastern pay attention to the greatly changed data in performance indicators (such as solid waste), and formulate corresponding management plans according to the actual situation; We suggest China Eastern disclose more about the performance of the supply chain in fulfilling social responsibility. Special Statement This statement excluding: The activity outside information reveal; The position, idea, faith, object, future developing direction, and promise stated by China Eastern. Statement of Independence and Competence TUV NORD Group is the world’s leader in inspection, testing and verification, operating in more than 70 countries throughout the world and providing services which includes management systems and product certification; quality, environmental, social and ethical auditing and training; environmental; social responsibility and sustainability report assurance. TUV NORD (Hangzhou) Co., Ltd. affirms its independence from China Eastern and confirms that there is no conflict of interests with the organization or any of its subsidiaries and stakeholders when performing the assurance of the Report. TUV NORD (Hangzhou) Co., Ltd. was not involved in any manner with China Eastern, when the latter was preparing the Report. TUV NORD (Hangzhou) Co., Ltd. The Authorized person: SONG Haining The team leader: Huang Li Date: March 18, 2022 Date: March 18, 2022 2021 CORPORATE SOCIAL RESPONSIBILITY REPORT 93 92 CHINA EASTERN
Appendix Reader Feedback Dear Sir/Madam Thank you for reading the Corporate Social Responsibility Report 2021 of China Eastern Airlines Corporation Limited. To provide more valuable information, facilitate your monitoring of our CSR work and improve our CSR management, we sincerely invite you to share your opinions and suggestions. Please scan the QR code below to give your feedback on the report, or mail it to us: Contact Department: Department of Corporate Culture and Brand Management of China Eastern Tel: 021-22331435 Fax: 021-62686883 E-mail: ceanews@163.com Address: No.36 Hongxiang 3rd Road, Minhang District, Shanghai, China (201100) 94 CHINA EASTERN
CONNECT THE WONDERFUL WORLD HEART TO HEART Scan the QR code to read more CSR stories of China Eastern CHINA EASTERN The Report is printed on recycled paper