Passengers Carrying and Using Medical Equipment on Board

When Making a Reservation
Check In
Security Check
Boarding and In Flight
Upon Arrival
Reservations and Inquiries

When Making a ReservationOPEN

Passengers who require medical treatment by using equipment such as a ventilator or portable oxygen concentrator (POC) need to submit a medical certificate.Please contact the "Disability Desk".
Passengers who use nasal continuous positive airway pressure (CPAP) therapy, insulin pumps, or continuous glucose monitors (CGMs) do not need to submit medical certificates. However, since we need to check whether the battery is suitable for transport by aircraft,please contact the "Disability Desk".Click here for the information on completing the medical certificate.

If you are using a wheelchair, please also see "Passengers with Walking Disabilities".
If you are using medical oxygen cylinders, please see "Passengers Using Medical Oxygen Cylinders".

Accompaniment of a companion

Passengers who have difficulty operating medical equipment by themselves must be accompanied by an attendant who can operate it.
Neither our ground nor cabin crew will be able to provide assistance including that in operating medical equipment, taking meals, or using the lavatory.

Medical equipment you wish to use on board

Please tell us about the product name, manufacturer name, model, and battery type of the medical equipment you wish to use on board. We do not provide any power supplies to PCs or other devices on board. Please prepare enough batteries yourself.
Batteries are restricted items for air transportation. Please let us know the type of your battery (or batteries) in advance so that we can check whether or not it can be transported.
Please note that we cannot be held responsible for any breakdowns or malfunctions of medical equipment used by passengers. We recommend passengers who will use medical equipment on board to prepare batteries for a time equivalent to 150% of the expected flight time.
We may check your medical equipment again at the airport on the day of your departure.

Seat reservation

If you use medical equipment, please stow it under the seat in front of you, in principle.

*If it cannot be stowed under the seat, you or your companion may hold it on your lap during take-off and landing. If it is difficult to hold it on your lap during take-off and landing, you will need to purchase an extra seat and fasten it to the seat. Check here for How to stow your baggage in the cabin.
*If you bring oxygen cylinders that exceed the baggage size allowed on-board, you will need to purchase an extra seat and fasten them to the seat. Check here for the baggage size allowed on-board.

Check InOPEN

Estimated time for procedures at the airport

Even for your medical equipment that you have declared in advance, we may check the medical equipment at the counter or security checkpoint on the day of your departure.
*Estimated time for procedures: 60 minutes prior to the departure time

Security CheckOPEN

If you are concerned about the impact of security screening on your medical equipment, please inform the security inspector prior to the security check.

Boarding and In FlightOPEN

We will also assist you safely with boarding and getting to your seat. You may use our service with peace of mind.

Priority gate service

Passengers who require assistance can board the plane first as soon as the plane has been prepared to allow passengers to board.
Please inform the boarding gate staff as soon as possible if you would like to use this service. Upon your request, a staff member will escort you to the aircraft entrance.

In-flight services

During takeoff and landing, please take your seat, with your seat back in an upright position and your seat belt fastened, on board.

Scope of assistance provided by cabin crew

Please note that cabin crew are trained in first aid but are not permitted to operate medical equipment or provide any other medical treatment.

Upon ArrivalOPEN

Upon request, our staff will escort you to the arrival lobby or to the person meeting you. Please feel free to let us know if you have request.
If you require assistance, you may have to wait a short while to be served.

Reservations and InquiriesOPEN

Disability Desk

If you have any concerns about your flight, please feel free to contact our Disability Desk.
For inquiries about boarding, please call us at the following telephone numbers.
*You can reserve this service at the ANA Disability Desk (9:00-17:00 (JST), 365 days a year).

Disability Desk

Go here for inquiries by email.

*You will be redirected to the ANA official website.
Please select "Non-ANA Mileage Club Members" and contact us.
*We do not accept inquiries regarding changes to the fares or reservations.
Please understand that we will not be able to reply to your inquiries.

For passengers with hearing or speech disabilities (toll number)

When calling outside Japan (toll number)

*When calling from outside Japan, dial the Japanese country code 81 and the number (omit the 0 if the number starts with 0).

If you are unable to access our toll-free numbers
(Fixed rate within Japan)

*If you use a mobile phone, please call us at the above number.

Passengers Who Require Assistance

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