A Guide for Customers with Disabilities JAL PRIORITY GUEST SUPPORT

Customers requiring assistance from a seeing eye dog, hearing dog, and companion dog

Please advise us upon reservation when you are traveling with a guide dog, a hearing dog or an assistance dog besides nursing-care dog onboard.

Assistance dogs are accepted free of charge when they are traveling with their owner. The owner needs to be entirely reliant on the animal during mobility.

* Please inquire about the necessary documents needed to bring your assistant dog onboard upon reservation. Please inquire by 48 hours before departure. This is subject to flights to and from US (Incl. Guam). For details.please refer to "Basic Policy".

Contact information
The customer living in Japan JAL Priority Guest Center
The customer living other than Japan opens in new windowTheir nearest JAL reservation or sales office

A customer travelling with an animal beside assistance dog, please refer to as below.

DOM Traveling with Pets

INT Traveling with Pets

Upon Reservation

About an Escort

For safety reasons, a customer is required to travel with an escort or attendant who can help and assist when boarding, during take-off/ landing, and in an 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 cannot be accompanied by an infant under 3 years old. In this case, another escort is required to care of the infant.
Also, the priority guest(when you are traveling with a guide dog, a hearing dog or an assistance dog) accompanied by an infant and/or a child is required, we require you to arrange an another escort to take care of the children.

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.

  • *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.

INT About Animal Quarantine

When taking your dog abroad, animal quarantine will be necessary. The owner needs to check and inquire the regulations of the transit and destination countries embassy or the local(In Japan) animal quarantine.

Guidance of Boarding

About guidelines of check in time

We advise you to come to the airport early with sufficient time.
When taking your dog abroad, animal quarantine will be necessary.We ask owners to present documentation (Such as Certificate of Training) issued by the Health, Labor and Welfare Ministry.

INT In addition to above, we require, "Rabies vaccination certificate" and "export quarantine certificate"


DOM 1 hour prior to departure

INT 2 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.

Priority boarding service

When traveling with a guide dog, a hearing dog or an assistance dog besides nursing-care dog, you can benefit from our pre-boarding service. Please contact our staff near the gate for this service.

In the Cabin

Flight attendants will inform you about the in-flight facilities near your seat, such as the location of the lavatory and emergency exit location.
Please do not feed anything to your dog beside water inside the cabin.

Upon Airport Arrival

If you request, our ground staff can escort you to the arrival lobby and assist you to meet up with your pick up. 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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