A Guide for Customers with Disabilities JAL PRIORITY GUEST SUPPORT

Customers Who Cannot Keep an Upright Position

If a customer is unable to keep an upright position on the aircraft from take-off to landing, stretcher service can be arranged.

Customers Using Stretcher

Upon Reservation

To arrange the necessary assistance onboard and at the airport, please advise us the physical conditions upon reservation.

Customers with Walking Disabilities

As we have deadline dates for arranging rental body support belt and Rental child seat. Please contact our reservation center for arrangement as soon as your travel plan is decided.

Body Support Belt

Belt size (width 11cm length 145cm)

Reservation deadline


96 hours prior to international and domestic flight departure date.

How to use The body support belt is used to secures body to the upright positioned seat. The normal seat belt also needs to be buckled.
Basically, the seat in front of a wall or the last seat row is assigned.

*INT This service is not provided for international First Class or for Business Class Shell Flat seats.

*DOM INT This service is not provided for code-share flights operated by partner airlines.

Items and Equipment Available in cabin

Rental Child Seat

Reservation deadline DOM Three days prior to the day of departure.
INT 96 hours prior to the departure time of international flights.
How to use weighting between, 2.3 to 18kg(5~40ponds), and less than 102cm in height.

Upon reservation we will require the customers, high, weight and height from shoulder to hip when seated. (These measurement are needed to prepare the Rental child seat)

*DOM INT This service is not provided for code-share flights operated by partner airlines.

Use of Infant Seat Onboard Aircraft

Items and Equipment Available in cabin

Own self-arranged Child Seat

Please contact us as soon as your travel plan is decided as we need to check if your Child seat can be used onboard.

Check point of your self-arranged Child Seat
  • material used (fabric) and size(length/width/depth/weight)
    • *Please advise manufacturer and the product name of your self-arranged child seat.
  • shape of your child seat (picture)

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(customer who cannot keep an upright position) 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.
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.
  • *We require the owner to set up the child seat to the seat.If an extension belt is required, extra extension belts are available onboard.Please ask our Flight attendant.

Items and equipment in Cabin

Guidance of Boarding

About guidelines of check in time

We advise you to come to the airport early with sufficient time.


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

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

In the Cabin

We require you to fasten your seatbelt on the seat even if you using the rental body support belt.
We require customer using the “rental child seat” to use the shoulder harness.

Upon Airport Arrival

Upon you request, we can escort you to the arrival lobby and assit you to meet up with your pick up.
We will help you with your CIQ(international flight) procedure and assist you at the baggage area.
Please feel free to inquire this service.
It may take some time until airport staff come and assit you when you request this service.

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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