A Guide for Customers with Disabilities JAL PRIORITY GUEST SUPPORT

Customers with illness or injury

The environment on the airplane is unique. We recommend that you consult with your family doctor in advance to check if your condition is safe for air travel.

Upon Reservation

You may be required to prepare a JAL medical information form in advance depending on your condition. Please contact us if any assistance is required. For details, please refer to [Medical Information Form(MEDIF)].

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 accompanied by an infant and/or a child must also arrange another escort to take care of the children.

About using wheelchair at the airport

Please see "Customers with walking disabilities" 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.

  • *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 Boading

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.

Carrying medicine or self-injection onboard

We have no restriction.

INT We recommend customers to bring certificates (in English) stating what the medicine is, and its purpose (medical purpose)for smooth customs clearance.

  • *The customer needs to follow certain procedures if carrying medicine, which is considers as specified drugs for medical treatment. The customer needs to inquire with the customs of the departing country and the Embassy of the country of destination, and obtain necessary documents.

Priority boarding service

Priority Guests benefit from pre-boarding. Please request to our staff near the gate if you want to do.

In the Cabin

Carrying medicine or self-injection onboard

We have no facilities to keep the medicine in the controlled temperature situation. Please prepare the necessary environment yourself and take home any hypodermic needles for proper disposal.

Flight attendants are trained only in FIRST AID and are not permitted to administer any injections, or to give medications. We advise an escort to provide any assistance and functions required by the customer during the flight.

INT About Special in-flight meals

Please advise us upon reservation, if prefer Bland Meal in advance.

  • INT Flight attendants can help assisting customers to fill out the embarkation form.

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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