For customers traveling with service dogs such as the dogs can accompany them in the passenger cabin.
At the time of the reservation
The service dog assist with impaired mobility, vision, hearing can accompany them in the aircraft cabin free of charge. Please be sure to state this at the time of the reservation.
*On flights departing from and arriving in the U.S. (Guam included), emotional support dog and alert dogs(besides service dogs) can also accompany in the cabin if the conditions are met. For customers who request, please consult with us by 48 hours before the departure. Feck "About the basic policy of this support"
Customers living in Japan
"Information and consultations about boarding", the JAL Priority Guest Center
- Toll free
- Not toll free
*Open throughout the year 9:00-17:00
*Calls made to this number are recorded to improve the quality of our telephone support and to confirm the details of the inquiry.
For customers traveling with pets, please check here.
About Traveling Companions
Customers who find it difficulties to take care of your personal things by themselves are requested to fly with someone accompanying in the same class.
Those people accompanying should please provide care and assistance at the airport, and in cabin, and should please give guidance and assistance at the time of an emergency.
About seat reservations
We will do our best to secure a seat according to your requests, such as a seat with a movable armrest, or a seat close to the restroom. Please consult with us at the time of the reservation.
With regards to the position of your seat in the cabin, please check the page with the cabin seat layouts for domestic and international flights.
- Domestic flights: Domestic aircraft and seat configurationsDomestic flights: Domestic aircraft and seat configurations
- International flights: International aircrafts and seat configurationsInternational flights: International aircrafts and seat configurations
*some seats might not be available.
About the animal quarantine international flight
Animal quarantines are applicable in the case of using international flights. For the entry conditions of each country, please contact the consulate of the country you will be visiting, and the nearest animal quarantine station in Japan.
When accompanied by an service dog from overseas, we recommend that you check "Information for those using service dog who have traveled from overseas" by the Ministry of Health, Labor and Welfare.Information for those using assistance dog who have traveled from overseas
Flow of Events at the Departure Airport
Staff can guide you from the check-in counter to the cabin of the airplane if requested. Please consult with us at the time of the reservation.
About the approximate time for procedures
Please come to the check-in counter as early as possible.
We ask you to present a copy of the certificate issued by the Ministry of Health, Labor and Welfare (authorization certificate and training completion certificate, etc.)
About airport facilities and device
For facilities at the airport, such as barrier-free restrooms, please check domestic airport information and international airport information
- Domestic airport informationDomestic airport information (PC)
- International airport information International airport information
*For information about device and facilities at each airport, please check the device and facilities at the airport.
It is done with the same details and in the same manner as other customers. (Simplification of the security check due to disabilities, or preferential treatment, are not possible.)
Be sure to go through the portal gate one by one. In some cases a pat-down screening may be necessary, but please be assured that the security check staff will tell you what to do.
For customers who require special assistance, as soon as the cabin is ready, we board them to the flight first.
For customers who request to use this service, please tell the boarding gate staff as soon as possible.
After boarding, cabin crew will provide information about the emergency exits, lavatory, device and facilities around your seat. For moving within the cabin as well, the cabin crew will provide you support.
While on the airplane, besides water, please refrain from giving anything to the assistance dogs for the physically disabled.
We provide support so that you can safely board and go to your seat.
On-board wheelchairs are available.
*These are not available on some small aircraft (SAAB - 340, Bombardier DCH8 & ATR42-600).
Programs are available with subtitling guidance, or audio guidance.In-flight Entertainment In-flight Entertainment (PC)
Information in braille
The "Aircraft safety card" is available in braille.Information in braille
Please store white canes or auxiliary device at your feet or in the storage compartments.
Filling in immigration documents
We will support you fill in immigration documents on international flights.
At the airport where you arrive, staff will guide you to the arrival lobby and those who are meeting you if requested.
Please do not hesitate to ask.
Customers who request to be assisted, may have to wait a moment.
If you have any questions or concerns please do not hesitate to contact us.Frequently asked questions