Japan Airlines Co.,Ltd. Accessibility Progress Report （2025）
General
In August 2019, we established the "JAL Group Service Policy on Accessibility Improvement" in order to provide an accessible environment for all customers, aiming to create a society where everyone could enrich their lives through travel. A copy of the JAL Group Service Policy on Accessibility Improvement is attached and forms part of this Accessibility Plan.
JAL Group Service Policy On Accessibility
Based on the JAL Philosophy which constitutes the basic mindset of employees, we will:
- Provide a stress-free travel experience for all our customers.
- Offer various travel options to all our customers.
- Co-create well-being through travel, with our customers and society.
All of the above principles apply with respect to all of our customers, including customers with disabilities.
Feedback Process and Alternative Formats
In case customers wish to provide feedback regarding this Accessibility Plan or require additional explanations or in respect of any accessibility related feedback, the contact information is below. Feedback can be provided in person, by mail, telephone, via email or through any electronic means that JAL uses to communicate with the public. The designated JAL feedback contact will process the feedback internally, even feedback that is provided anonymously and, for feedback not sent anonymously, we will acknowledge receipt in the manner received within a reasonable time period of receipt.
| Phone | 81-3-5460-3715 |
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| Address | Nomura Real Estate Tennozu Building, 4-11,Higashi-Shinagawa 2- chome, Shinagawa-ku, Tokyo |
This Accessibility Plan is being offered in alternative formats: print, large print, Braille, audio format, and electronic format. Requests for any of these alternative formats can be directed to the contact information above.
Employment
Promoted employment of persons with disabilities and creating an environment where each individual's personality and abilities can be utilized.
- Implemented a study session for para-athletes and a sign language café run by employees with hearing disabilities during "JAL Barrier-Free Mindset Week".
- Improvement of the working environment in the cargo area.
- Shoe polish service and coffee service by employees with disabilities (Haneda and Narita Airport First-class lounge)
Built environment
Although not introduced on Canadian routes, the cabin environment of the aircraft purchased in Fiscal Year 2024 meets the requirements of a major foreign airline as defined by the ATPDR.
In introducing the new aircraft, we will pursue a more comfortable environment by taking into consideration universal design to ensure that all passengers can use the aircraft.
Information and Communication Technology (ICT)
In Fiscal Year 2024, we continued to improve our CMS (Content Management System) to comply with the Web Content Accessibility Guidelines (WCAG) 2.1.
Communications, other than ICT
In Fiscal Year 2024, the verification of speech-to-text devices for the hearing impaired and others was started at several airports in Japan.
In Fiscal Year 2025, the verification will be reviewed and deployment to other airports will be considered.
Procurement of goods, services and facilities
In Fiscal Year 2024, JAL made efforts to appropriately reflect accessibility through discussions with employees with disabilities when procuring JAL's products and services and facilities.
In-flight entertainment will be a matter for continued consideration in Fiscal Year 2025.
Design and delivery of programs and services
In Fiscal Year 2024, we continued to implement the initiatives described below.
- Provide training materials and videos on accessibility for expatriate employees.
- Conducted in-person training on accessibility basics to expand educational opportunities.
Transportation
In Fiscal Year 2024, we continued to comply with Canadian transportation-related requirements, laws, and regulations related to foreign carriers' routes, including those set forth in the ATPDR, and continued to provide support services from the check-in counter to post-arrival, based on the type of disability.
Provisions of CTA accessibility-related regulations
Japan Airlines complies with the applicable sections of the following related laws and regulations.
Feedbacks on the Accessibility Plan
In Fiscal Year 2024, we did not receive any feedback using the methods described in “Feedback Process and Alternative Formats”.
Consultations
We have conducted face-to-face discussions with JAL SUNLIGHT which is a special subsidiary with a philosophy of leveraging diversity, and creating new value based on an environment where disability is not a barrier to work, with about half of all employees being people with disabilities. On May 15, 2025, we held an exchange of opinions with employees with physical disabilities, where we were commended for our promotion of various initiatives in Fiscal Year 2024. At the same time, they requested that the company plan and promote measures that reflect the opinions of people with disabilities not only in the aviation domain, but also in non-airline domains.
We plan to continue discussions with persons with disabilities, organizations of persons with disabilities, and associations of persons with disabilities through JAL SUNLIGHT and other means this fiscal year, as needed, to receive their opinions on accessibility.
