Passengers with Walking 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 requiring assistance with eating, using the lavatory, etc. must be accompanied by another passenger who is able to assist.
Neither our ground nor cabin crew will be able to provide assistance in doing so.

Information to be provided by passengers in advance

1. Walking conditions

Please let us know about your walking condition so that we can provide you with assistance at the airport and on board.

Able to walk and go up and down stairs alone, but unable to walk long distances (you will use a wheelchair only within the airport).
Able to walk alone but unable to go up and down stairs (you will use a wheelchair to get to the aircraft entrance).
Unable to walk alone (you will use a wheelchair to get close to your seat on the plane and require assistance with transferring).

*Passengers who have difficulty maintaining a sitting position can use auxiliary devices for fastening the upper body.
Please let us know at the time of the reservation because advance arrangements are necessary.

2. Wheelchairs and powered mobility devices to be checked

We will ask you for information about your wheelchair to ensure that we can assist you smoothly.
Please fill out the "Usage Status Checklist" to report your walking conditions and wheelchair information and contact the Disability Desk.
It is free of charge to check your wheelchair, accepted as checked baggage at check-in.
We will assist you in moving to the aircraft using our wheelchair.
Upon your request, you can also use your own wheelchair or powered mobility device to get to near the aircraft entrance at departure, and then have it checked in by our staff member who will then return it to you near the aircraft exit when you arrive.

*Please note that this service may not be available depending on the characteristics of the airport facilities and the weather condition.

Manual wheelchairs

Information about your wheelchair

1. Whether the wheelchair is foldable;
2. Wheelchair size (height, width, and depth)
*For foldable wheelchairs, the size of the folded chair;
and 3. Wheelchair weight

Electric wheelchairs

Information about your wheelchair

1. Battery type;
2. Whether the wheelchair is foldable;
3. Wheelchair size (height, width, and depth)
*For foldable wheelchairs, the size of the folded chair;
and 4. Wheelchair weight

*Please check with your wheelchair manufacturer in advance if you are not sure what type of battery is used for your own wheelchair.
If your wheelchair is of the type that makes it difficult to visually check the battery due to its structure, please bring along its instruction manual or other document that identifies the battery type.

*If you have a spare battery, please let us know. There are restrictions on the number of batteries, etc. depending on the battery type.
For details, please refer to spare batteries for electric wheelchairs.

Checking in unfoldable wheelchair (manual or electric)

If your wheelchair is reclinable, please measure the depth ①, height ①, depth ②, and height ② of the wheelchair as shown below to make sure it will fit in the cargo compartment.
Since the size of the cargo compartment for checking in wheelchairs varies depending on the aircraft, it may be difficult to load a wheelchair depending on its size.
If the headrest, footrest, etc. can be removed or the chair can be reclined, we may be able to accept your wheelchair by adjusting its height or size.

General wheelchair

Reclinable wheelchair

Loading your checked wheelchair onto the aircraft

Depending on the size of the wheelchair, it may be difficult to load it on board.
If the headrest or footrest can be removed or the chair can be reclined, we may be able to accept your wheelchair by adjusting its height or size.
Please refer to the following for the size of the cargo compartment.

【the size of the cargo compartment】
BOEING737-800
height	Approx. 85cm
width	Approx. 121cm

Boarding with service dogs

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

Seat reservation

We can accommodate your requests, such as a seat with adjustable armrests or a seat close to the lavatory.
Please consult with us when making a reservation.

Check InOPEN

Estimated time for procedures at the airport

On the day of departure, please arrive at the airport early.
If you are checking in an electric or unfoldable wheelchair, we may visually inspect it at the counter.
Estimated time for procedures: 60 minutes prior to the departure time

Use of wheelchairs at airport

Wheelchairs are available to borrow at all airports (free).
They are available at the check-in counter.

Passengers traveling with personal wheelchairs

We keep your wheelchair in the cargo compartment with care.
Since the batteries used for electric wheelchairs fall under items restricted for air transportation, we will check the battery type, etc., at the time of the check-in procedure. Upon your request, you may also use your own wheelchair to get to near the aircraft entrance.

*Please note that this service may not be available depending on the characteristics of the airport facilities and the weather condition.

Security CheckOPEN

It is performed with the same details and in the same manner as other passengers.
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.
When boarding the aircraft using stairs (passenger steps), we will provide a passenger boarding lift for passengers who have difficulty climbing the stairs.
If a passenger boarding lift is not available for unavoidable reasons, we will provide a passenger boarding stairs equipped with wheelchair stair lift or have our staff assist you.

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.

In-flight services

1. Carrying canes and crutches on board

Canes and crutches can be carried on board (except those with sharp tips). Please store them close at hand, such as under the seat.

2. Sitting position at takeoff and landing

During takeoff and landing, all passengers must take their seats, with their seat backs in an upright position and their seat belts fastened.
We will provide auxiliary devices for fastening the upper body to passengers who have difficulty in keeping a seated position.

3. On-board wheelchairs

On-board wheelchairs are available for use on board.
Please inform the cabin crew if you require one.

Upon ArrivalOPEN

We will also meet you at the arrival airport with a wheelchair for the airport.
We will return your own wheelchair or powered mobility device at the arrival lobby baggage claim area, or if we have checked the wheelchair near the boarding gate at the time of departure, we will return it close to the aircraft doorway. If you would like to be assisted, 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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