A Guide for Customers with Disabilities JAL PRIORITY GUEST SUPPORT

Customers Using Medical Equipment on board

You may bring medical equipment such as nebulizers, Oxygen concentrator, and suction unit into the cabin for use during the flight, provided that the Medical clearance is obtained prior to departure. Please contact us as soon as your travel plan is decided.
Advance notice required.
Please refer to [Customers with walking disabilities] if you require the use of a wheelchair.

Upon Reservation

Deadline for reservation DOM INT At least 48 hours prior to departure for all JAL Group flights, both domestic and international are required.
Required documents for acceptance The medical information Medical Information Form (PDF format: about 255KB) needs to be completed by the customers family doctor.
Please refer to [For Medical Certificate and Agreement].
Storage place

Medical equipment’s needs to be fitted underneath the seat or strapped to an adjoining seat (If strapped, an extra seat needs to be purchased with the applicable fare).

DOM About carry-on items

INT Check-in and Boarding Information Baggage Rules

  • *In order to view PDF documents, you will need to install Adobe Reader on your computer.
  • opens in new window About PDF

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 accompanied by an infant and /or a child is required to have another escort to take care of the children even if the customer can controll the medical equipment by self.

About medical equipment

Please advise us about the product name/manufacture/battery details such as model numbers as soon as your travel plan is decided.

As we do not offer power supply for medical equipment on board, the equipment’s need to be battery operated. From this reason, we require the customer to provide us with information about the battery.
JAL cannot be held responsible for any subsequent breakdown or operation failure of any medical equipment.

Please bring a battery for 1.5 times of boarding time

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.
  • *Please contact us if customer required rental body support belt or child seat for customer unable to keep an uplight position in advance.

Items and Equipment Available in cabin

Guidance of Boarding

About guidelines of check in time

We advise you to come to the airport early with sufficient time. I'll make sure the medical equipment that you have to apply in advance.


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

  • You are requested to sit upright in a straight-back seat with seat belt fastened.
  • Flight attendants are trained only in FIRST AID and are not permitted to administer any injection, or to give medication. We request an escort to apply any assistance and functions required by the customer during the flight.
  • INTFlight attendants will help you write your embarkation form.

INT About Special in-flight meals

Please inform us in advance in the case of digestion in good meal hope.

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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