Passengers with Hearing or Speech Disabilities

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

When Making a ReservationOPEN

Accompaniment of a companion

Passengers who have difficulty taking care of themselves must be accompanied by an attendant.
Neither our ground nor cabin crew will be able to provide assistance including that in taking meals or using the lavatory.

Hearing dogs

They can accompany passengers in the passenger cabin free of charge.
For further information, please refer to "Passengers with Assistance Dogs"

Use of cochlear implant or hearing aid

Some of the above medical devices are equipped with remote controls or remote transmitters. Please turn off those devices on board because they emit radio waves (you can use only the main unit without turning off the power).

Seat reservation

For safety reasons, you are not allowed to sit in an exit row seat.

Check InOPEN

Estimated time for procedures at the airport

On the day of departure, please arrive at the airport early.
Writing boards and/or communication boards are available at airport counters.
*Estimated time for procedures: 60 minutes prior to the departure time

Writing boards

Security CheckOPEN

It is performed with the same details and in the same manner as other passengers.
Simplified inspections or preferential treatment at security checks for reasons of a disability are not acceptable.
Each person must pass through the metal detector. In some cases, an inspection by contacting may be required, but please rest assured that the security staff will tell you what to do.
If you have any concerns, please tell us at the time of the reservation, or at the airport counter on the day of your boarding.

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

Writing boards are available on board. Cabin crew will communicate with hearing and speech impaired passengers by such means as writing.

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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