Font Size

A Guide for Passengers with Disabilities (JAL PRIORITY GUEST SUPPORT)


Please allow us to provide an explanation of the types of assistance we provide, from boarding at the departure airport to claiming baggage upon arrival.

Assistance at the Airport

Please come to the airport with sufficient time before check-in closing time, that is, 60 minutes prior to departure of domestic flights and 2 hours prior to departure of international flights. Security checks may take time, and you should also take into consideration walking distance at large airports.

At the airport, don't check-in at a self check-in machine. Please come to the check-in counter, as we would like to confirm exactly what kind of assistance you require.


We have a special check-in counter for Priority Guests at Haneda and Narita (International) airports.

We will confirm arrangements at the check-in counter, such as special meals, wheelchairs and necessary assistance that were made at the time of reservation. We will also confirm arrangements at the arrival airport.

  • * For passengers with hearing disabilities, a communication board is available.
  • * For passengers from whom we have not received a seat request in advance, we will accept a request at the time of check-in.

    For details, please see "For Passengers Requesting Advance Seat Selection Service."

Security Check

Priority Guests are subject to the same security requirements as general passengers. The disabled cannot receive simplified screening or priority over other passengers at security checkpoints simply because they have disabilities.

Security screening at airports is outside the control of JAL, therefore Priority Guests must undergo safety inspections in the same manner as other passengers.

Guidance of Boarding

Priority Guests benefit from pre-boarding.

  • If boarding steps are used, we may prepare high lifts as shown for guests with difficulties in walking up stairs. Our airport staff will help you when lifts are not available.

At the Airport of Arrival
  • Where applicable, our staff will assist you through Customs and Immigration and help with retrieval of your baggage with arrival area.
  • If you are making a connection, we will provide assistance between flights.
  • We will take you to passengers you're to meet or to a bus stop, taxi stand, or such, if necessary.
  • We will also assist you with disembarkation.
  • Items and Equipment Available at the Airport