Elderly customers

Helping elderly passengers to enjoy worry-free travel in the sky.

Available services

Pre-flight preparations

Selecting seats

After booking your ticket, you may select seats up until 20 minutes before your flight's scheduled departure time.

  • Passengers cannot sit in exit rows for safety reasons.
  • Eligible seats may be restricted to certain fare types.
  • Aircraft types are subject to change without prior notice.

At departing airport

JAL can assist with a variety of needs, including providing wheelchairs and guidance to departure gates.

Please stop by the JAL Smile Support Counter at the departure airport.

  • Please arrive at the counter as early as possible, as airport congestion may affect processing time.

Wheelchair rental service

Wheelchairs are available for use inside the airport.

After booking your flight, please contact Special Assistance Desk for Elderly customers at least 3 days before your departure date.

Non-metallic wooden and bamboo wheelchairs available

JAL is introducing non-metallic (wooden and bamboo) wheelchairs that will allow passengers to stay in their wheelchairs through security checkpoint metal detectors.

  • If passengers are carrying or wearing objects that trigger the metal detector, a body check will be conducted as normal.

Accompanying travelers to the gate

Those accompanying senior passengers to the airport may stay with them up until the departure gate.

For security reasons, only one person may accompany each passenger to the gate.

Pre-boarding service

During boarding, you will have priority to get on board. Please inform our staff at the boarding gate.


Assistance on board the aircraft

Our cabin crew members will be happy to assist you with any difficulties or requests you may have onboard the aircraft.

At arriving airport

Escort to arrival lobby

Upon arrival, JAL staff member will escort you to the arrival lobby.

If you are picking up passenger(s), please wait at the sign in the photo on the left.


This service is for senior citizen passengers.

  • The service is also available to senior citizens under age 65.

Contact info

Special Assistance Desk for Traveling with Babies or Small Children, Children Traveling alone, Expectant mothers and Elderly customers

Toll-free / Inside Japan only
営業時間: 8:00 a.m. to 8:00 p.m. (open 365 days a year)
Tokyo : 03-4330-2525* Sapporo : 011-242-2525* Osaka : 06-4799-2525* Fukuoka : 092-261-2525*
  • The content of conversation with the customer may be recorded or monitored to ensure quality service.

You may be also interested in...