A Guide for Customers with Disabilities JAL PRIORITY GUEST SUPPORT

Customers with Seeing Disabilities

Upon Reservation

About an Escort

For safety reasons, a customer is required to travel with an escort or attendant who can help and assist when boarding, during take-off/ landing, and in an emergency.

DOM Please contact us as soon as your travel plan is decided as for some smaller aircrafts*, there may be restriction for acceptance.

  • *SAAB-340/Bombardier DHC8/Bombardier CRJ200


The escort cannot be accompanied by an infant under 3 years old. In this case, another escort is required to care of the infant.
Also, if your vison is impaired, and traveling with an infant and/or a child is required, Please contact [Information & Reservation] or JAL Priority Guest Center.

About Travelling with a guide dog

A guide dog is accepted without charge.
For details, please see "Customers requiring an assistance from a seeing eye dog, hearing dog, and companion dog".

About advance seat selection service

Please advise us if you have any seating preference, such as seat with movable armrests or a seat near lavatory.

  • *We are unable to arrange exit seats due to safety requirements.
  • *Please be advised that seat assignments are subject to change, due to the reasons such as aircraft change.
  • *Please contact us to check if you are eligible for the services you request. Some service is not provided for certain fare types.

About Supportive device with you

You can bring a cane or any other supportive device with you into cabin without charge.

Guidance of Boarding

About guidelines of check in time


DOM 1 hour prior to departure

INT 2 hours prior to departure

Please refer to below for details on wheelchair-accessible lavatory and airport facilities.

DOM airport guide

INT airport guide

  • *We offer special check in counter "Smile support counter" for some airports.
  • Priority boarding service

Priority Guests can benefit from our pre-boarding service. Please contact our staff near the gate for this service.
If you request, our airport staff can escort you to the aircraft.

In the Cabin

  • Flight attendants will inform you about the in-flight facilities, such as how to control your seat, how to use the lavatory, emergency exit location, oxygen mask and life jacket details. They can answer your questions after you have read the Instructions provided in braille.
  • We have English Safety Instruction cards printed in Braille.
  • Canes and other supportive device must be stowed underneath your seat or in the overhead compartment.
    They should lie flat and should not block the emergency exit or protrude into the aisle.
  • INT Flight attendants can help you write your embarkation form.

Upon Airport Arrival

We require you to deplane last.
We will help you with your CIQ (international flight) procedure and assist you at the baggage area.
If you request, we can escort you to the arrival lobby and assist you to meet up with your pick up.
Please feel free to inquire.

Contact Us

Information & Reservation

  • *The content of the conversation will be recorded or monitored to ensure the service quality.


INT8:00 a.m.-7:00 p.m. daily

DOM7:00 a.m.-8:00 p.m. daily

  • *Contact numbers when calling international or from IP-phone.


Information about services for disabled customers

JAL Priority Guest Center

0120-747-707(toll free dial)

For customers with hearing/speech impairments


(Please replace /at/ with @.)


0120-747-606(toll free dial)
365 days a year

  • *Fax us your relevant information(no official application form required).

Customers in Japan and Guam are (exclusively) qualified to access the opens in new windowJAL Telephone Relay Service through chat(function).

Information for JAL Smile Support Service

DOM JAL Smile Support

Scroll to Top