Flow of events when using an airplane

We will guide you through the flow of events from the reservation to the arrival to remove uncertainties and concerns.

We will assist you so that you can enjoy a safe and comfortable trip.

Domestic Flights

For customers using domestic flights, we will introduce the flow of events from making reservations to procedures at the airport, boarding and arrival.

STEP1Reserving and purchasing air tickets

Reservations

You can register support information through the JAL website.
If your disability type, condition, or desired support are not listed among the options provided, please contact us by phone to register your information.
Our call center can arrange wheelchairs, or requests for seat reservations, child seats, etc.

Necessary advance procedures

An advance notification is necessary if such things as stretchers, cots, oxygen bottles for medical use, medical device or auxiliary belts for fastening the upper body are required.
Please consult with Special Assistance Desk as soon as possible.
Assistance that requires advance notice

Related Information

Customers who find it difficult to do things by themselves need to fly with someone accompanying them in the same class.
About Traveling Companions (People Accompanying)

Inquiries

With regards to requests for the use of things such as stretchers, oxygen bottles for medical use, medical device or auxiliary belts for fastening the upper body, after the reservation is made please consult with the Special Assistance Desk.

For customers with hearing disabilities, please make your inquiries via FAX or email.

Special Assistance Desk

  • Toll free
    0120-747-707
  • Not toll free
    03-5460-3783

  • *Open throughout the year 9:00-17:00

  • *When using flights departing from overseas, please contact the nearest JAL branch or business office.

The nearest JAL branch or business office The nearest JAL branch or business office

STEP2Departure airport

At the airport

Wheelchairs are available to borrow at all airports(Free).
Please cooperate by completing the check-in procedures early.

Estimated arrival at a domestic airport
One hour before the departure of the flight

Necessary advance procedures

For customers who need wheelchairs at the airport, and customers who require assistance, please consult with us at the time of the reservation.
Available Assistance
The location of Special Assistance Counter

Check-in and receive your boarding pass

When doing the check-in procedures, check your baggage.
In the case of using or bringing medical device, when doing check-in, we will confirm the product name and battery, etc.

Necessary advance procedures

In the case of using or bringing medical device or oxygen bottles for medical use, please consult with the Special Assistance Desk as soon as possible.
Assistance that requires advance notice

Check baggage at the check-in counter

At the time of check-in, we will check the wheelchairs of customers.
If an electric wheelchair, we will need to confirm the battery.
If customers request to, they can use their wheelchairs up to the boarding gate. Please consult with us at the time of the reservation.

Necessary advance procedures

If checking a wheelchair, please let us know at the time of the reservation.
Available Assistance

Related Information

For rules and precautions with regards to baggage, please refer to the following.
About BaggageAbout Baggage（PC）

Going through the security check at the airport

For customers with pacemakers, please let the staff know. Pat-down screening may be necessary.
If you use JAL’s wooden wheelchairs, you can go through the metal detector smoothly.

Necessary advance procedures

For customers with pacemakers, please consult with us at the time of the reservation.
Available Assistance

Boarding

We offer pre-boarding.
The restrooms in the aircraft cabin may be small, So we recommend that you go to the restroom before boarding.

Necessary advance procedures

If you would like to request.
Available Assistance

STEP3In-flight

Please relax and make yourself comfortable in the cabin

JAL staff will guide you to your seat on the airplane if requested.
We will assist you store and remove your hand luggage. Please do not hesitate to ask.
Wheelchairs for use on-board are available.

Necessary advance procedures

For customers who need assistance, such as guidance to their seat, please consult with us at the time of the reservation.
Available Assistance

STEP4Arrival airport

Arrival

Customers who need special assistance when deplaning will be met by staff. Please wait in your seat.
For customers who request to use their own wheelchairs from the arrival gate, please consult with us at the time of the reservation.

Necessary advance procedures

For customers who need assistance when deplaning, and customers who would like to use their own wheelchairs from the arrival gate, please consult with us at the time of the reservation.
Available Assistance

Picking up baggage and finishing

If you have checked baggage, pick it up at the carousel for your flight. Staff will help you if requested.
Customer wheelchairs will not be on the carousel, but will be carried to you by staff.
Staff will guide you to the nearest public transportation facilities if requested. Please let our staff know.

Necessary advance procedures

For customers who need support, such as assistance with their baggage, please consult with us at the time of the reservation.
Available Assistance

International Flights

For customers using international flights, we will introduce the flow of events from making reservations to procedures at the airport, boarding and arrival.

STEP1Reserving and purchasing air tickets

Reservations

You can register support information through the JAL website.
If your disability type, condition, or desired support are not listed among the options provided, please contact us by phone to register your information.
Our call center can arrange wheelchairs, or requests for seat reservations, child seats, etc.

Necessary advance procedures

An advance notification is necessary if such things as stretchers, cots, oxygen bottles for medical use, medical device or auxiliary belts for fastening the upper body are required.
We recommend you consult with our callcenter to make your special assistance request as soon as possible.
Available Assistance

Related Information

Customers who find it difficult to do things by themselves need to fly with someone accompanying them in the same class.
About Traveling Companions (People Accompanying)

Inquiries

With regards to requests for the use of things such as stretchers, oxygen bottles for medical use, medical device or auxiliary belts for fastening the upper body, after the reservation is made please consult with the Special Assistance Desk.

For customers with hearing disabilities, please make your inquiries via FAX or email.

Special Assistance Desk

  • Toll free
    0120-747-707
  • Not toll free
    03-5460-3783

  • *Open throughout the year 9:00-17:00

  • *When using flights departing from overseas, please contact the nearest JAL branch or business office.

The nearest JAL branch or business office The nearest JAL branch or business office

STEP2Departure airport

At the airport

Wheelchairs are available to borrow at all airports(Free).
Please cooperate by completing the check-in procedures early.

Estimated arrival at a domestic airport
One hour before the departure of the flight

Necessary advance procedures

For customers who need wheelchairs at the airport, and customers who require assistance, please consult with us at the time of the reservation.
Available Assistance
The location of Special Assistance Counter

Check baggage at the check-in counter

At the time of check-in, we will check the wheelchairs of customers.
If an electric wheelchair, we will need to confirm the battery.
If customers request to, they can use their wheelchairs up to the boarding gate. Please consult with us at the time of the reservation.

Necessary advance procedures

If checking a wheelchair, please let us know at the time of the reservation.
Available Assistance

Related Information

For rules and precautions with regards to baggage, please refer to the following.
About BaggageAbout Baggage（PC）

Going through the security check at the airport

For customers with pacemakers, please let the staff know. Pat-down screening may be necessary.
If you use JAL’s wooden wheelchairs, you can go through the metal detector smoothly.

Necessary advance procedures

For customers with pacemakers, please consult with us at the time of the reservation.
Available Assistance

Departure inspection

Staff will guide you if requested. Please consult with us at the time of the reservation.

Boarding

We offer pre-boarding.
The restrooms in the aircraft cabin may be small, So we recommend that you go to the restroom before boarding.

Necessary advance procedures

If you would like to request.
Available Assistance

STEP3In-flight

Please relax and make yourself comfortable in the cabin

JAL staff will guide you to your seat on the airplane if requested.
We will assist you store and remove your hand luggage. Please do not hesitate to ask.
Wheelchairs for use on-board are available.

Necessary advance procedures

For customers who need assistance, such as guidance to their seat, please consult with us at the time of the reservation.
Available Assistance

STEP4Arrival airport

Arrival

Customers who need special assistance when deplaning will be met by staff. Please wait in your seat.
For customers who request to use their own wheelchairs from the arrival gate, please consult with us at the time of the reservation.

Necessary advance procedures

For customers who need assistance when deplaning, and customers who would like to use their own wheelchairs from the arrival gate, please consult with us at the time of the reservation.
Available Assistance

Immigration inspection

Staff will guide you if requested. Please consult with us at the time of the reservation.
For customers who have trouble filling in the immigration documents, the cabin crew can support. Please do not hesitate to ask.

Picking up baggage and finishing

If you have checked baggage, pick it up at the carousel for your flight. Staff will help you if requested.
Customer wheelchairs will not be on the carousel, but will be carried to you by staff.
Staff will guide you to the nearest public transportation facilities if requested. Please let our staff know.

Necessary advance procedures

For customers who need support, such as assistance with their baggage, please consult with us at the time of the reservation.
Available Assistance

Customs inspection

Staff will guide you if requested. Please consult with us at the time of the reservation.

Available Assistance

Related Links

Frequently Asked Questions

FAQ List

Inquiries

If you have any questions or concerns please do not hesitate to contact us.

Frequently asked questions

Before you fly