A Guide for Customers with Disabilities JAL PRIORITY GUEST SUPPORT

Customers traveling as a group

Upon reservations

Please advise JAL Priority Guset center or travel agent if below situation applies to your travel.

  • *Please notify our reservation center or JAL Priority Guest Center in advance for preparation for your assistance.
  • Your group has more than 3customers who cannot move by him/herself.
  • Your group has more than 10customers who are disabled.
  • Your group uses either, a stretcher, medical equipment or medical oxygen bottle.

Points to be checked upon reservation

  • About the customers conditions or symptoms.
  • The information regarding, the type of wheelchairs/ the number of Wheelchairs, and the size. (width/height/depth/weight).
  • About used for athletic tournaments or not.
  • *Wheelchairs used for athletic tournaments will be handled as free baggage.
  • *We may ask customers to send the wheelchairs by cargo, if the size exceeds our size limit.

About an Escort

For safety reasons, a customer is required to travel with an escort or attendant who can help and assist when boarding or taking-off/landing, and emergency.

DOM Please contact us as soon as your travel plan is decided as for some smaller aircrafts*, there may be restriction for acceptance.

  • *SAAB-340/Bombardier DHC8/Bombardier CRJ200

The escort above cannot be accompanied by an infant under 3 years old. In this case, please arrange another escort to take care of the infant.
Furthermore, a Priority Guest(customer who required any kind of help by escort) accompanied by an infant and/or a child must also arrange another escort to take care of the children.

For details, please see if customer need a wheelchair at the airport.

About advance seat selection service

Please advise us if you have any seating preference, such as seat with movable armrests or a seat near lavatory.
Basically, the seat in front of wall or the last seat row is assigned.

  • *We are unable to arrange exit seats due to safety requirements.
  • *Please be advised that seat assignments are subject to change, due to the reasons such as aircraft change.
  • *Please contact us to check if you are eligible for the services you request.Some service is not provided for certain fare types.

Guidance of Boarding

About guidelines of check in time

We advise you and your group to come to the airport early for necessary arrangements.
We can go over and check the immigration and boarding procedures upon your check in.
Customer need to transfer to our wheelchair after check in.
We require the customers or the customers escorts to remove the battery and the plugs for safety.
We require all customers to check in their own baggage separately.


DOM 1hour 30minutes prior to departure

INT 3 hours prior to departure

Please refer to below for details on wheelchair-accessible lavatory and airport facilities.

DOM airport guide

INT airport guide

  • *We offer special check in counter "Smile support counter" for some airports.

Security check

Security check procedure needs to be done per customer. As security process may the time, Please take security check each one, sometimes it's take a long time to pass the check. We advise our wheelchair customers to use different security gates whenever possible.
We also advise our wheelchair customers to go to lavatory in advance, before the boarding time as the aircraft restrooms are not ready for usage till after the aircraft is on a cruising altitude.
Please ask our staff for any information regarding your concerns of wheelchair usage at the airport.

Priority boarding service

Priority guests can benefit from our pre-boarding service.
Please come to the boarding gate at least 30min before the departure time.
If you want to use your wheelchair to the gate, please come earlier to the gate as we need to arrange staffs to check your wheelchair in at the gate.

In the cabin

Please advise our Flight attendants how we can assist the customer onboard during the flight

Upon Airport Arrival

We will take you to customers you're to meet or to a arrival lobby or such, if necessary.
Please feel free to inquire.

Special assistance request form

Please click on the button that applies to your situation.

Contact Us

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.

open new windowthe National Relay Serive

Information for JAL Smile Support Service

DOM JAL Smile Support

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