A Guide for Customers with Disabilities JAL PRIORITY GUEST SUPPORT

Customers Using Stretcher

If a customer is unable to sit in the upright position in the aircraft from take-off to landing, stretcher service needs to be arranged.

*You must contact us as soon as possible for medical clearance and for approval of any medical equipment which you request to have installed on the aircraft.

Please refer to [Customers Who Cannot Keep an Upright Position] if you require the use of a rental body support belt or rental child seat.

Upon Reservation

Deadline for reservation


At least 48 hours prior to departure for all JAL Group flights, both domestic and international are required.

Required Documents Medical information Form(MEDIF for PDF about 255KB) is completed by the customers family docter in [the customer required stretcher]
For details, please refer to [For Medical Certificate and Agreement].
Specification like a simplified portable bed
Area for installation

on the Economy Class compartment on the window side

*Installation of a stretcher
It's necessary to have all the seats available for the aircraft on the routing schedule. This is due to the reason that the stretcher is installed when there is enough time and the location which can be installed is limited. When a stretcher is installed the seat for all the flights the aircraft flies will be occupied till the stretcher is taken off. (About 7seats to 10seats for all affected flights)
Due to many factors, please be reminded that stretcher availability is limited.

Also some aircrafts such as domestic flights operated by CRJ200, MD90, the stretcher itself is not installable.

Direction The customer will be secured down by a belt with his/her head sitsuated toward the traveling direction
Size it will occupy about six seats
Charge The customer and escorts must pay the applicable fare and stretcher charge. Please contact to us for the stretcher charge information.
  • *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

A fully qualified medical escort must travel with the customer.

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.


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

Usage of medical equipment/medical oxygen bottle in cabin

Please advise us about the product name/manufacture/battery details as soon as your travel plan is decided. We require the customer or their escort to set them up onboard.
For more details, please refer to [Customers Using Medical Equipment on board].

If you require the usage of oxygen bottle onboard, please contact us as soon as your travel plan is decided. This applies to customer bringing their own carry own medical oxygen bottle and customers using rental medical oxygen bottle.
For details, please refer to [Customer Using Medical Oxygen Bottle].

About ambulance car

Ambulance arrangements need to be done by the customer.

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.

For information on how to board the aircraft, please contact our Priority Guest center.

  • *For the customer using stretcher on an ambulance entering the airport restricted area directly, Please contact us as soon as your travel plan is decided as the customer is required to apply for a special permission from the airport authority.

Upon Airport Arrival

We require you to deplane last.
If you request, we can escort you to the arrival lobby and assist you to meet up with your pick up.
Please feel free to inquire.

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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