Assistance for mobility and wheelchairs

With regards to the reservation method and the details of procedures done in advance, please check "Advance Procedures (Information About the Reservation Process)".

Customers who find it difficult to do things by themselves need to fly with someone accompanying them in the same class.
Those people accompanying should please provide care and assistance at the airport, when boarding, during the flight and when deplaning, and should please give guidance and assistance at the time of an emergency.

If you wish to use a wheelchair, please register your support information through the JAL website or by contacting us by phone.
Also,please feel free to let us know if you need further assistance.

If a customer plans to check their own wheelchair, we will ask for information about the customer’s wheelchair so that things will go smoothly.
It is free of charge for a customer to check their wheelchair.

Handling varies depending on the type of battery. Please check your battery according to the following. Since we will also visually check your battery at the airport on the day of your flight, please check the location where you can check your battery information in advance to ensure a smoother check-in process.

We will do our best to secure a seat according to your requests, such as a seat with a movable armrest, or a seat close to the restroom. Please consult with us at the time of the reservation.

With regards to the position of your seat in the cabin, please check the page with the cabin seat layouts for domestic and international flights.

Staff can guide you from the check-in counter to the cabin of the airplane if requested. Please consult with us at the time of the reservation.

If you need the assistance of staff to move within the airport, please come to the airport as early as possible.
If checking a wheelchair, it can take about 15 minutes for the procedure (transferring and checking the wheelchair, etc.)

Wheelchairs are available to borrow at all airports (free).
You can use them from the check-in counter.

For facilities at the airport, such as barrier-free restrooms, please check domestic airport information and international airport information.

We keep customer wheelchairs in the cargo hold with care.
Since the batteries used for electric wheelchairs fall under items restricted for air transportation, we will check the type of battery, etc., at the time of the check-in procedure.
If you request to use your own wheelchair until you are at the airplane, please consult with us at the time of the reservation.

It is done with the same details and in the same manner as other customers.
Be sure to go through the metal detector one by one. In some cases a pat-down screening may be necessary, but please be assured that the security staff will tell you what to do.
If you use JAL’s wooden wheelchairs, you can go through the metal detector smoothly.
If you have any concerns, please tell us at the time of the reservation, or at the airport counter when you check-in.

「In the video "Flow of events for the security check", for customers who use wheelchairs, we introduce the flow of events for the security check (inspection of hand luggage that you are taking into the aircraft cabin and passing through the security check site).

In the video "How to board and going to your seat in the cabin", for customers who use wheelchairs, we introduce how to board the aircraft, going to your seat and transferring seats.

For customers who need assistance, as soon as the cabin is ready, we board them to the flight first. For customers who request to use this service, please tell the boarding gate staff as soon as possible. We will also help with your hand luggage.
So that you can get in and out of the wheelchair smoothly, at some airports things such as lifts, assist stretchers, step elimination boards and wheelchair stairlifts are available.

You can take these into the cabin free of charge. Please store these at your feet or in the storage racks.

We provide support so that you can safely board and go to your seat.

Cabin crew can provide assistance in transfers between your seat and an on-board wheelchair, and round-trips between your seat and the lavatory door.

For the cabins of mid-sized aircraft and larger, there are restrooms that can be used with wheelchairs.
Please ask the cabin crew so that they can guide you with the on-board wheelchairs.

In the video "Flow of events after arrival", for customers who use wheelchairs, we introduce the flow of events after arrival (moving in the cabin and picking up baggage).