Japan Airlines Co.,Ltd. Accessibility Progress Report （2026）
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.
Contact: Japan Airlines CX Promotion Dept., General Manager
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| 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"
- Shoe polish service and coffee service by employees with disabilities (Haneda and Narita Airport First-class lounge)
- Expansion of cafe business and other activities by employees with disabilities in a new area (Osaka International Airport)
Built environment
Although not introduced on Canadian routes, the cabin environment of the aircraft purchased in Fiscal Year 2025 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 2025, 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 2025, trial operations of speech-to-text devices for people with hearing impairments were conducted at Haneda Airport and Narita Airport during an international sports event for the hearing impaired.
However, after careful consideration, it was decided not to proceed with the introduction of these devices.
Procurement of goods, services and facilities
In Fiscal Year 2025, JAL made efforts to appropriately reflect accessibility through discussions with employees with disabilities when procuring JAL's products and services and facilities.
Regarding in-flight entertainment content, the number of video programs with either audio guides or subtitle guides increased by approximately nine titles over the three-year period from 2023 to 2025.
Design and delivery of programs and services
In Fiscal Year 2025, we continued to implement the initiatives described below.
- Provide educational materials and videos on accessibility for employees assigned overseas.
- Conduct in-person training on the basics of accessibility to expand educational opportunities.
Transportation
In Fiscal Year 2025, 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 2025, 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 14, 2026, we held an exchange of opinions with employees with disabilities. During the meeting, we received recognition for the expansion of opportunities for the employees concerned as a result of various initiatives promoted in Fiscal Year 2025. They also expressed a desire to deepen collaboration by maintaining close communication going forward.
From Fiscal Year 2026 onwards, we plan to continue exchanging opinions as needed with persons with disabilities and related organizations through JAL SUNLIGHT and other channels, in order to gather their views on accessibility.
