The check-in process and how we handle your wheelchair

Video explanation:
Three photographs are displayed onscreen:
A person in a piloted dualski(a wheelchair on ski),skiing on a ski slope.
A person wearing goggles and swimming fins, diving under the sea.
A person lying face down on a surfboard at the edge of a wave near the shore, engaged in adapted surfing. Helpers stand nearby, watching over the surfer.
The photographs on the screen change.
A mountaintop settlement, surrounded by high mountains. There are animals.
A person wearing a wetsuit sits on a sandy beach, with their back turned to the camera. A guide dog sits at their side, also wearing a life vest.
A person sitting in a wheelchair on a snowy mountain gazes up at the aurora. The sky is filled with stars.

Enjoy a safe and comfortable journey with Japan Airlines

Video explanation:
A photograph shows a female attendant wearing a navy blue uniform, and a female passenger sitting in a wheelchair.
The attendant is bending down to the same eye level as the passenger and smiling as she speaks to her.

The check-in process and how we handle your wheelchair

  • how to check-in your wheelchair
  • how your wheelchair is stowed
  • picking up your checked-in wheelchair

In this video, we would like to explain our wheelchair assistance service from the check-in process to the delivery of your wheelchair.

Video explanation:
Illustration of a telephone receiver on a red circle

If you need wheelchair assistance, please let us know your requirements when you make a reservation.

how to check-in your wheelchair

Video explanation:
A sign shows an illustration of a smiling face, along with the words "JAL Smile Support" and "Information."
Rows of wheelchairs and baby strollers are lined up beneath the sign.
To the rear there is a service counter, with a female attendant standing behind it.
A passenger riding in an electrically powered wheelchair heads towards the counter.
The attendant behind the counter bows to greet the passenger.

Please come to JAL Special Assistance Desk or JAL Smile Support Desk, or the Information Desk when you arrive at the airport.

Video explanation:
The passenger in the wheelchair and the attendant (seated) speak to one another across the counter.
The attendant operates a computer and smiles as she converses with the passenger.

Attendant: "May we offer to escort you to your seat with our wheelchair?"

Passenger: "Certainly."

Attendant: "We will go ahead and check-in your wheelchair here."

Passenger: "That's great, please. Thank you."

Video explanation:
The counter attendant brings a rental wheelchair and pushes it until it is in front of the passenger sitting in her own wheelchair.
The passenger moves from her own wheelchair to the rental wheelchair.
The attendant opens the footrest on the rental wheelchair, and helps the passenger fasten the seatbelt.

Our comfortable rental wheelchair is available from the check-in desk and your personal wheelchair will be checked-in and handled by our ground handling staff with extra care.

Video explanation:
The electrically powered wheelchair that the passenger was sitting in.
The attendant checks the battery installed in the rear part of the wheelchair.
The attendant points with her hand as she speaks with the passenger.

If you travel with a battery-powered wheelchair, please let us check the type of the battery. Your cooperation to come to the check-in desks earlier will be appreciated.

Video explanation:
The passenger in the wheelchair and the attendant smile as they speak to one another across the counter.

If you prefer to use your own wheelchair to the departure gate, advise our staff in advance.

Video explanation:
Another attendant arrives. The second attendant takes the passenger sitting in the rental wheelchair to the aircraft.
The counter attendant bows to see them off.

After check-in, we will escort you to the security screening area.

how your wheelchair is stowed

Video explanation:
Outside the aircraft, in the aircraft loading area, two workers wearing helmets load the packaged wheelchair into a cargo container. They fasten the wheelchair securely in place, using ropes to tie it to hooks inside the container. After performing a point-and-call check, they close the container door. The words JAL CARGO and a container number are displayed on the container. A vehicle carrying the container drives away.

Your wheelchair will be covered properly by a plastic bag to protect from it from damage, and loaded in the cargo compartment carefully.
We will handle your wheelchair with extra care to your destination.

picking up your checked-in wheelchair

Video explanation:
In baggage claim area at another airport, an attendant brings the passenger’s wheelchair and pushes it until it is in front of the passenger.
The attendant helps the passenger to move from the rental wheelchair into the passenger’s own wheelchair.
The attendant takes the passenger’s bag and holds it.
After the passenger moves to her own wheelchair, the attendant hands over the bag, and bows to the passenger.

Once you arrive at the airport, we will bring your wheelchair to the baggage claim area.
If you want to use your own wheelchair from the arrival gate, please let us know when you make your reservation.

Video explanation:
Various scenes shown up until now are displayed again: The passenger in the wheelchair and the attendant speak to one another across the counter. The second attendant pushes the passenger in the rental wheelchair. The counter attendant bows to see them off. The two workers wearing helmets close the doors of the cargo container containing the passenger's wheelchair, and perform a point-and-call check. The attendant hands the passenger her bag.

We will handle your wheelchair with care.
Please enjoy your journey with Japan Airlines.

Video explanation:
The JAL logo of a red crane with outspread wings
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