Please notify us of your need for special assistance when you book your ticket.
If you have already made the reservation you can call our local information & reservation number or use request form below.
Please do not hesitate to contact us if you have any questions or concerns.
To prevent the spread of the Coronavirus (COVID-19) infection, our business hours will be changed from April 11, 2020.
Please refer to the following page for the affected office and its latest business hours.
We apologize for the inconvenience and appreciate your understanding.
Change of business hours or temporary closing
8:00 a.m.-7:00 p.m. daily
7:00 a.m.-8:00 p.m. daily
- toll (Tokyo)
Calls made to this number are recorded to improve the quality of our telephone support and to confirm the details of the inquiry.
Special Assistance Desk
Special assistance for physically challenged customers
Special Assistance Desk for customers who request wheelchairs or medical equipments and those who are sick or injured
- Toll free
- Not toll free
*Open throughout the year 9:00-17:00
*Customers who are Special Assistance Registration Service members can smoothly use our support services.
Other special assistance
Special Assistance Desk for babies or small children, elderly, expectant mothers
Inside Japan only
*Available hours：7:00 a.m. to 8:00 p.m. (open 365 days a year)
*If you need these special assistance for international flights, please contact to our reservation center.
If you need hearing or speech assistance
FAX, email the service are available.
jal_priority/at/ask.jal.co.jp (Please replace /at/ with @.)
- Open throughout
- Open throughout
*Please send FAX inquiry form, or you can send your own paper as well.
Customers in Japan and Guam are (exclusively) qualified to access the "JAL Telephone Relay Service" through chat(function).JAL Telephone Relay Service
Information & Reservation
Daily 05:00-18:00 (Pacific Time)
- Outside the US/Canada(charges apply)
*Customers in the U.S. who are deaf or who have a hearing or speech impairment and who use a text telephone (TTY) can call via the National Relay Service by dialing 711.
The relay operator at the National Relay Service will assist customers by contacting Japan Airlines. For more information about the National Relay Service, please click below.
Special assistance request form
Please click on the button that applies to your situation.
- Assistance for mobility and wheelchairsAssistance for mobility and wheelchairs(PC)
- Vision AssistanceVision Assistance(PC)
- Hearing or Speech AssistanceHearing or Speech Assistance(PC)
- Cognitive and Developmental AssistanceCognitive and Developmental Assistance(PC)
For customers traveling with Service Dogs
Centers for Disease Control and Prevention (CDC) of the United States of America released the “Notice of Temporary Suspension of Dogs Entering the United States from High-Risk Rabies Countries.”
Japan Airlines will not accept dogs from countries listed as high-risk Rabies countries from July 14th, 2021.
Customers traveling with assistance / service dogs (e.g. psychiatric service dogs, alert dogs) on flights to and from the United States must get CDC’s advance written approval if their dogs are from high-risk countries or have been in high-risk countries during the previous 6 months.
CDC's approval must be submitted by email at least 30 business days (about 6weeks) before travel to the United States.
Even with CDC's approval, entry into the United States is limited to some airports.
Please refer to the "Assistance dog"page for details.Assistance dog