Japan Airlines Co.,Ltd. Accessibility Plan 2026-2028
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 Customers Support Office, 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
Based on our basic policy of promotion of Diversity, Equity & Inclusion (DEI) that we value the diverse traits of our employees and will create new values, we promote the employment of persons with disabilities and creating an environment where each individual's personality and abilities can be utilized (ex. proactive participation by employees with disabilities to improve accessibility standards.) (by FY2028)
Built environment
The cabin environment of the aircraft that Japan Airlines is introducing on its Canadian routes meets the requirements set forth in the ATPDR for large foreign airlines.
When introducing new aircraft on the same routes in the future, we will continue to pursue a comfortable environment that meets the above requirements and takes universal design into consideration to ensure accessibility for all passengers.(by FY2028)
Information and Communication Technology (ICT)
- Continuously and progressively align the JAL website with WCAG 2.2 Level AA to enhance convenience for all customers, including those with disabilities.(by FY2028)
- Appropriately renew the content and structure of the JAL website's "Page for customers who request special assistance" to improve clarity and visibility.(by FY2028)
Communications, other than ICT
Onboard the aircraft, to provide appropriate operational and service information to passengers with hearing impairments, sign language courses will be held for cabin crew, aiming to increase the number of crew members proficient in sign language.(by FY2028)
Procurement of goods, services and facilities
Provide all employees with opportunities for education through e-learning and other methods, ensuring that accessibility is appropriately reflected when planning and procuring products and services.(by FY2028)
Design and delivery of programs and services
- Introduce child seats designed for children who are unable to maintain a seated position.(by FY2026)
- Consider designing a unified internal accessibility certification system to ensure that customers receive the same level and quality of human service at all touchpoints.(by FY2028)
Transportation
We will continue to comply with transportation related requirements, legislation and regulations for Canadian routes that are relevant to large foreign carriers, including as set forth in the Accessible Transportation for Persons with Disabilities Regulations (ATPDR).
From the check-in counter to after arrival, support services are provided according to the type of disability. (wheelchair services, attendant service, etc.)(by FY2028)
No secondary transportation is mentioned in this section as there are none contracted.
Provisions of CTA accessibility-related regulations
Japan Airlines complies with the applicable sections of the following related laws and regulations.
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. We received feedback that efforts should be focused not only on actively involving them from the planning stage when introducing new products, services, and facilities, but also on strengthening collaboration through initiatives such as providing opportunities for casual exchanges of opinions, like lunch meetings. From Fiscal Year 2026 to 2028, we will continue to consult and exchange views with persons with disabilities and related organizations through JAL SUNLIGHT or other means, gather their opinions on accessibility, and accelerate our initiatives.
