A Guide for Customers with Disabilities JAL PRIORITY GUEST SUPPORT

Customers with Hearing and Speech Disabilities

We have a board for simple communication usage at all domestic airports, Tokyo Yurakucho, JAL Plaza and in Cabin.

Items and equipment in Cabin

Upon Reservation

How to make a reservation

Please inquire through emails or by fax when you have trouble with JAL website. FAX service number for with these disabilities.
Please contact [Information & Reservation] or your travel agent, if you have any special needs.

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 (hearing and speech disabilities) accompanied by an infant and /or a child, please contact to JAL Priority guest center in [information about services for disabled customers].

About travelling with a service dog

A service dog is accepted free of charge.
For additonal information, please refer to "Customers requiring an assistance from a seeing eye dog, hearing dog, and companion dog".

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.

Guidance of Boarding

  • Please inform our airport staff that you have a hearing and speech disability.
  • We can escort you to the boarding gate at your request.
  • If there are changes for boarding gate, boarding time, aircraft type or such, our staff will explain the situation to you by writing down on the communication board.

Priority boarding service

Priority Guests can benefit from our pre-boarding service. Please contact our staff near the gate for this service.

In the Cabin

Regarding aircraft safety briefings provided by video, captions are provided on the video as a standard service for customers with hearing disabilities.
Flight attendants will make sure you are advised when the safety video is about to begin. For additional information, please refer to "Communication Board".

Upon Airport Arrival

Our airport staff can take you to the arrival lobbies or to your pick up at your request.

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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