Customers who are ill or injured

Unlike on the ground, the cabin environment of the aircraft may affect health depending on the condition of customers. We recommend that you consult your attending physician beforehand about the suitability of air travel. For details, please see "About the environment on board the aircraft".

About the Environment On Board the Aircrafts

To begin with

With regards to the reservation method and the details of procedures done in advance, please check "Advance Procedures (Information About the Reservation Process)".

Advance Procedures (Information About the Reservation Process)

About Traveling Companions

Customers who find it difficult to do things by themselves need to fly with someone accompanying them in the same class.
Those people accompanying should please provide care and assistance at the airport, when boarding, during the flight and when deplaning, and should please give guidance and assistance at the time of an emergency.

About Traveling Companions (People Accompanying)

At the time of the reservation

For customers with respiratory system or circulatory system illnesses, or after surgery, or who have other symptoms or a physical condition that is not stable, you may be asked to submit a medical certificate prescribed by JAL. For details, please see "About medical certificates or consent forms"
Please consult with the Priority Guest Center as soon as possible.

About medical certificates or consent forms

About wheelchairs at the airport

Wheelchairs are available to borrow at all airports (free).
You can use them from the check-in counter.
For details, please see "Assistance for mobility and wheelchairs" and "Information about the Various Device and Facilities".

About special in-flight meals

We will show you to the seat that you requested. Please consult with us at the time of the reservation.

Special in-flight meals Special in-flight meals (PC)

About seat reservations

We will show you the seat that you requested. 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.

*some seats might not be available.

Flow of Events at the Departure Airport

Check-In Procedures

Staff will guide you at the airport if requested. Please consult with us at the time of the reservation.
For customers who bring and use medical device, please check "Customers who bring and use medical device".

Customers who bring and use medical device

About the approximate time for procedures

If you need the assistance of staff to move within the airport, please come to the airport as early as possible.
When checking wheelchairs at the counter, the check-in procedures will take about another 15 minutes.

About airport facilities and device

For facilities at the airport, such as barrier-free restrooms, please check domestic airport information and international airport information.

*For information about device and facilities at each airport, please check the device and facilities at the airport.

Device and facilities at the airport

About bringing or checking medicine and self-injections

There are no restrictions on bringing these into the cabin (there is no need to submit a medical certificate to the JAL Group), but by law it must be 0.5kg or 0.5 liter per container or less, and the total amount per passenger is 2kg or 2 liters or less.

INT
In order to facilitate security checks and customs clearance at the time of entering a country, it is safer to have a certificate or prescription (English) to the effect that it will be used as medicine for medical treatment.

*Drugs with narcotic ingredients require predetermined procedures. Please contact customs and the embassy of the country you will be visiting.

Boarding

Pre-boarding service

For customers who request to use this service, please tell the boarding gate staff as soon as possible.
Staff will guide customers to their seats on the airplane if requested.

In-flight

We will assist you throughout the boarding process. Please enjoy your journey with Japan Airlines.

About medicine and self-injections

There are no facilities in the cabin of the aircraft to refrigerate medicine. Please prepare a cold storage container yourself.
After using self-injections, please be sure to take them home with you and dispose of them in the prescribed way.

While cabin crew have been trained in first aid, they are not permitted to medically administer injections or medicine.
Please do it yourself, or have a person accompanying you do it.

On-Board Wheelchairs

Cabin crew can provide assistance in transfer between your seat and an on-board wheelchair, and round-trips between your seat and the lavatory door.

On-Board Wheelchairs

*These are not available on some small aircraft (SAAB - 340, Bombardier DCH8 & ATR42-600).

When Arriving

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.

Inquiries

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

Frequently asked questions