A Guide for Customers with Disabilities JAL PRIORITY GUEST SUPPORT

Customers with Walking Disabilities

DOM We offer assistance service to elderly customers.

Senior Citizen Travel Support Service

Upon Reservation

Please advise us your physical conditions using our category stated below, for better airport and cabin assistance.

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, a priority guest who walking disability by an infant and/or a child is required to have another escort to take care of the children.

About your wheelchair

We can accept your wheelchair you are using free of charge.
Please advise us the following information upon calling our reservation.

  • Manual type Wheelchair
  1. Collapsible or NOT
  • Battery-operated electric type
  1. Type of battery
  2. Collapsible or NOT
  3. Size(The height, the width and the depth)
  4. Weight
  • *The height of the cargo compartment varies according to aircraft type. For this reason, we may need to ask you to store the wheelchair sideways (not upright).
  • *From December 2,2019, it is no longer necessary to confirm whether or not wheelchairs are a gas spring type even for international flights.

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.
  • *If a customer is unable to keep an upright position on the aircraft, we can be arranged rental body support belt and Rental child seat. Please contact our reservation center for arrangement as soon as your travel plan is decided.

Items and Equipment Available in cabin

About travelling with a service dog

A service dog is accepted free of charge.

For details, please see "Customers requiring an assistance from a seeing eye dog, hearing dog, and companion dog".

Guidance of Boarding

About guidelines of check in time

We advise you to come to the airport early with sufficient time to check battery of customers wheelchair or packeage or priority boarding service.


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.

About wheelchair service at airport

All of our online airports has wheelchair service. We also have special wheelchair that can enter the aircraft and to your seat.
You may use our wheelchairs from the check-in counter in the departure lobby. If you require a wheelchair from other places at the airport (i.e. Parking building), please have someone come to our check in counter in advance for the wheelchair rental.

About your wheelchair

We will handle your wheelchair with care as checked baggage.
We will reconfirm the wheelchair information which you provided us upon reservation.
For some airports, we can arrange your wheelchair to be delivered to the aircraft upon arrival. Please contact us in advance to check if your airport is possible for this arrangement.

INT For to and from the US, please inquire about bringing your own wheelchair in cabin.
(This will be subject to space available onboard on the day of departure)

Basic Policy

About Supportive device with you

Walking aids such as canes and crutches can be carried onboard. These need to be small enough to be stowed under your seat or in the overhead compartment, not to protrude into any seating row floor space or main aisle.

Security Check

Priority Guests are subject to the same security requirements as general customers.
You cannot receive simplified screening or priority over other customers at security checkpoints simply because you have the disabilities.

Priority boarding service

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

For certain airports we provide customer boarding lift, Aircraft Boarding Chair, and level-elimination board service.

Items and Equipments Available at the Airport

In the Cabin

  • You are requested to sit upright in a straight-back seat with seat belt fastened.
    • *If a customer is unable to keep an upright position on the aircraft, we can be arranged rental body support belt and Rental child seat. Please contact our reservation center for arrangement as soon as your travel plan is decided.
  • We provide special lavatory for priority guests for some aircraft type.
  • Flight attendants will assist you between your seat to and from the aircraft lavatory.
  • INT Flight attendants can help you write your embarkation form.

INT About Special in-flight meals

If you have meal preference (such as easily digestible food), please request them upon reservation.

Upon Airport Arrival

We will prepare and meet with you with a wheelchair at the arrival airport.

For some airports, we can arrange your wheelchair to be delivered to the aircraft upon arrival.
For this instance, we will ask you to wait momentarily by the exit of an airplane.

DOM For aircrafts SAAB-340, Bombardier DHC8, Bombardier CRJ200, the customer Boarding Lift cannot be used. For this instance, our airport staff or your escort need to physically carry you down the stairs upon, boarding and deplaning the aircraft.

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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