Design better experience

aim to create a society where everyone can enjoy traveling, sports and culture

At the JAL Group, with the "International Decade of Disabled Persons" proclaimed by the United Nations (1983-1992), we started to actively take steps with the aim of providing amiable travel.

We set up a "service committee", introduced the term "priority guest" for customers with physical disabilities and those who are ill or injured, created a service handbook, and in 1994 we established a "Priority Guest Center" ahead of other companies.

Since then, based on the long-term operation of the Priority Guest Center, and human resource training utilizing in-house personnel qualified to be service assistants, we have utilized the know-how gained through day-to-day operations and transportation cooperation with various disabled sports organizations for the disabled. We provide services that are in line with the various circumstances for each customer.

The JAL Group aims to create and support a society where everyone can enjoy traveling, sports and culture.

To that end, we will make continuous efforts to improve accessibility

The Promotion of Accessible Tourism

We will keep proposing more travel options, together with providing information and promoting the development of support systems. We believe these activities get people those who hesitate to travel motivated to travel with peace of mind.

We held a dual skiing tour that could be enjoyed by those in wheelchairs.

Supporting Disabled Sports for Disabled People

The JAL Group has continued to support disabled athletes and sports tournaments for many years. In order to realize a society where people with disabilities can enjoy sports, we will further strengthen our efforts by utilizing the knowledge we have gained until now.

  • Wheelchair Tennis Player Yui Kamiji

  • Wheelchair Basketball player Hiroaki Kozai

Improvement of the support device

The JAL Group is actively working on improving the support device so that customers can use it safely and securely.

  • JAL Wooden Wheelchair

  • Mirai speaker

  • Japanese Sign Language interpretation Service

The Enrichment of Information

We are enriching information on our website so that customers can fly with us with confidence, such as the support that is available, procedures and the flow of events for boarding. We are also offer the various attractive new trips. on this web page.

Human Resource Training

All airport staff and cabin crew are educated about special assistance services. In 2010, we started human resource training for the education of all airport staff by utilizing in-house personnel qualified, and we have continued it until now. Besides learning about the proper mindset and etiquette when assist customers who request special assistance, they learn how to support customers with disabilities, including practical skills.

*A qualified service assistant is one who is authried by the Japan Care-Fit Education Institute. It is an individual qualification for hospitality and assistance skills for those helping elderly or disabled people.

Such things as sign language education free classes are also actively held.

Collaborating with Members of the Community

Supporting Medical Travel

With our regular flights, we contiuusly supports help for medical-related transportation due to illness or injury, or for treatment or surgery overseas. In particular, we work to help customers survive, including such things as transportation for heart transplants, or transportation for pediatric care.

*Transportation for heart transplants began with a Los Angeles flight in 1994, and we actively support such travel based on the expertise that we have gained until now.

About Follow for the Access Act

About Actions for the U.S. Air Carrier Access Act

Based on the U.S. Air Carrier Access Act, for the U.S. routes where JAL operates flights, we provide various services so that customers with physical disabilities can comfortably use our aircraft. When there are questions or problems with regards to usage, if you ask airport staff, a complaint resolution official (CRO) can be consulted.

A CRO is a staff person who has received special education about the applicable regulations for disabled people in the U.S. Regarding such laws and regulations, you can check them on the website of the Aviation Consumer Protection Division of the U.S. Department of Transportation (English). Also, please use the following when making a direct inquiry.

Aviation Consumer Protection website
When making a telephone call from within the U.S. Toll Free Hotline For Air Travelers With Disabilities
1-800-778-4838(TTY1-800-455-9880)
When making a telephone call from either within or outside of the U.S. By Telephone to the Aviation Consumer Protection Division
202-366-2220(TTY202-366-0511)
Inquiries by mail By Mail to the Air Consumer Protection Division
C-75, U.S Department of Transportation, 1200 New Jersey Ave. SE, West Building,
Room W96-432, Washington, DC 20590

About the Storage of Wheelchairs in the Cabin

For some aircraft of flights arriving in and department from the U.S. (including Guam), only one manual folding wheelchair can be kept in the cabin per flight.

For those customers who wish to request this, please ask at the airport on the day of boarding.

With regards to the conditions of use (applicable aircraft and size of wheelchairs that can be stored, etc.), please ask our staff at the time of making the reservation, or when checking in at the airport.

Please be aware that due to a change in the aircraft, there might be instances when this is not available.

About Assistance Dogs

For routes that arrive in and depart from the U.S. (including Guam), besides assistance dogs for the physically disabled (seeing-eye dogs, service dogs and hearing assistance dogs), emotional support dogs who give emotional support to customers with mental disorders, and alert dogs who give alerts about seizures such as epilepsy, may accompany customers in the passenger cabin if (predetermined) conditions are met.

Please contact us by 48 hours before departure since advance procedures are required.

Customers living in Japan 「Within "Information and consultations about boarding", the JAL Priority Guest Center
Customers living overseas The nearest JAL branch or business office The nearest JAL branch or business office

Inquiries

If you have any questions or concerns please do not hesitate to contact us.

Frequently asked questions