Passengers with Visual 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.

Guide dogs (seeing eye dogs)

Please let us know when making a reservation that you will board with a guide dog.
Passengers who are visually impaired and wish to travel with guide dogs may bring them on board at no cost.
Extra legroom seats are also available.

Please arrive at the airport as early as possible in order to allow enough time for necessary procedures. Please let us know at the check-in counter that you will board with an assistance dog. We will check the guide dog's harness (white or yellow harness for a guide dog) and the documents such as the assistance dog certificate.

For further information, please refer to "Passengers with Assistance Dogs"

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.
Upon your request, our staff will escort you around the airport and inside the aircraft. Please feel free to let us know.
*Estimated time for procedures: 60 minutes prior to the departure time

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.

White canes and walking aids

You can carry them on board free of charge. Please store them at your feet or in the storage racks in the cabin.

In-flight services

Cabin crew will explain about the facilities and devices around the seats and in the lavatory, and emergency facilities (oxygen masks, life vests and emergency exits).
We provide the passenger safety briefing card in braille (Japanese and English versions). Please inform the cabin crew if you would like to receive it.

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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