Requests to our customers
Understand the important measures in place for a safe and seamless travel experience.
Requests to our customers while at home
Check your temperature ahead of time and if you feel unwell, please refrain from travelling.
We kindly ask that our guests refrain from boarding the aircraft if they feel unwell or are experiencing symptoms such as a fever, extreme exhaustion, or difficulty breathing.
Please bring a mask.
We kindly ask that our guests wear masks while in the airport and on board. Please prepare one before arriving at the airport.
Please minimize the amount of baggage you bring in order to avoid congestion at the airport and in the cabin.
We kindly ask you to make sure the size and the number of carry-on baggage are within the specified range and to also minimize the lugagge to avoid any delays during check-in, boarding and disembarking the aircraft.
Please utilize our Advance Check-in Services
Check-in at the airport will not be necessary, and customers will be able to go straight to the security area. (For guests with check-in baggage, we ask that they stop by our counters.)
Check entry restrictions and quarantine measures for relevant countries for your trip.
Each country updates its immigration policies and restrictions on entry or quarantine measures as they change.Please check the latest information.
Carrying on and checking in disinfectants
Disinfectants products including alcohol-based liquids, gels or sprays classified as toiletary articles or medicines (quasi‐drugs) are allowed in carry-on and checked baggage according to following rules.
- Domestic flights: Both carry-on and checked baggage - should be less than 0.5 kg or 0.5 liters per container, and less than 2 kg or 2 liters per person.
- International flights:
- Carry-on baggage - limited to travel-sized containers that are 100 ml or less per item, and place in a plastic zip-top bag no exceed 1 liter.
- Checked baggage - limited to 0.5 kg or 0.5 liters per container, and 2 kg or 2 liters per person.
For details, please check FAQ page below.
- Some products are prohibited in checked and carry-on baggage as dangerous goods.
Request for carry-on baggage
In order to avoid crowding at the airport counter and on board, we ask for your cooperation in minimizing carry-on baggage. When checking in at the airport, please use Self Baggage Drop (SBD) to reduce contact with the staff. In addition, to avoid congestion when storing or removing carry-on baggage, it is requested that the size and number of carry-on baggage be kept within the limits of the regulations, and that customers store it themselves.
Recommend you to bring clothes to put on for domestic flights
We have temporarily suspended blanket and pillow service on domestic flights. (Class J and Economy Class)
The temperature in the cabin may feel cold depending on your condition, so please bring clothes to put on such as jacket if necessary.
Wearing Masks
To prevent the spread of COVID-19 and other infectious disease, and to help ease discomfort among customers, At airports and in aircraft cabin, please wear a face mask, etc. to cover your nose and mouth. Please continue to wear a mask at the airport and in aircraft cabin even after vaccination. Airlines may refuse boarding if customers not following airlines instructions below.
- As other customers may feel anxiety or discomfort, at airports and during onboard except when taking meals and/or drinks, each customer is requested to wear a mask at all times. (*Small children including infants are excluded.)
*If mask wearing is difficult, using face shield etc. is accepted. - For customers with difficulty wearing a mask, contact airline agent at airport or crew members onboard.
*Airline may confirm and review health condition fit for air travel for reasons such as 1・2・3, etc if you have;
1. difficulty in breathing or have chest or back pain due to breathing
2. external stimuli such as rash, swelling, and pain
3. psychological distress, sensory abnormality or nervousness with oppression, anxiety, panic, etc. - Airlines may refuse customer to board the flight if airlines consider customer creating discomfort or may disturb other customers and interrupting airlines handling or not observing airline’s instruction.
(Example: In the event airline agent requiring explanations from customers and intentionally ignoring or keeping silence resulting in airline unable to proceed with appropriate handling, or, when customer taking violent action or remarks to airline agent.) - When using codeshare flight operated by other airlines
Due to differences in the laws and regulations of the place of departure, destination and port of call in codeshare flight operated by other companies, passengers are requested to check with diplomatic missions, relevant organizations and the operating airline in each country/region before departure.
To prevent expansions of infections, thank you for your understanding and cooperation.
Last Updated April 28, 2022
Requests to our customers at our counters
Passengers are required to wear a face mask.
In case it is difficult to wear a mask, please wear face shields or mouth cover in lieu of a mask.
Please sanitize your hands regularly.
Please observe social distancing measures.
When you line up at a check-in counter, a self check-in machine, or a baggage check-in machine, etc., please ensure you keep your distance from other customers.
Please use the check-in kiosks and the automated self-baggage drops whenever possible.
Implementation of Thermographic Inspection at Certain Airports
In order to prevent the growing risk of the novel coronavirus infection, the Ministry of Land, Infrastructure, Transport and Tourism (MLIT) of Japan, as well as other foreign governments are requesting those with flu-like symptoms to refrain from air travel.
In line with this request, thermographic inspection has been implemented at Tokyo Haneda Airport (domestic flights and select international flights) to check the body temperatures for passengers.
Temperature checks are also being conducted at select regional airports around Japan.
Thank you for your understanding and cooperation.
For more details, please check the MLIT website.
- Link opens in new window.Site may not meet accessibility guidelines.
Requests to Customers at the Security Areas
Passengers are required to wear a face mask.
In case it is difficult to wear a mask, please wear face shields or mouth cover in lieu of a mask.
Please sanitize your hands regularly.
Please observe social distancing measures.
Requests to our customers at our lounges
Passengers are required to wear a face mask.
In case it is difficult to wear a mask, please wear face shields or mouth cover in lieu of a mask.
Please sanitize your hands regularly.
Please observe social distancing measures.
When using the restrooms, please close the lid before flushing the toilet and wash your hands after each use.
Please keep conversing to a minimum to prevent the spread of viruses.
We kindly request that you refrain from keeping your mask off for an extended period of time to eat or drink, drinking large amounts of alcohol, and conversing with accompanying passengers in a loud voice.
Requests to our customers at boarding gates
Passengers are required to wear a face mask.
In case it is difficult to wear a mask, please wear face shields or mouth cover in lieu of a mask.
Please observe social distancing measures.
All passengers are asked to observe social distancing standards with one another while at the boarding gate.
Additionally, we will implement a staggered boarding procedure for passengers to board the aircraft. We ask for your cooperation in following the instructions provided by airport staff.
Requests to our customers while on board
Passengers are required to wear a face mask.*
*Exceptions may be made for infants under 2 years of age and passengers who have medical conditions that would be complicated by wearing a mask.
Please keep conversing to a minimum to prevent the spread of viruses.
We kindly request that you refrain from keeping your mask off for an extended period of time to eat or drink, drinking large amounts of alcohol, and conversing with accompanying passengers in a loud voice.
Please try to remain in your seat unless necessary.
We kindly ask our guests to sanitize their hands before and after using the restrooms.
When you flush the toilet, please close the lid.
When boarding and leaving the aircraft, please ensure you keep your distance from other passengers in the aisle.
On arrival, we will allow passengers off in order from the front of the aircraft to avoid congenstion. Please remain seated until we call on you to disembark.
Please store your belongings by yourself.
- If there is no storage space or you need assistance, please ask a flight attendant.
- You can also store your belongings under the seat in front.
- We have storage bag near the boarding gate which you can use to keep your belongings clean.
Proper disposal of masks and tissues.
In order to prevent coronavirus infections, please do not leave used masks and tissues in the cabin. Where possible, please take them with you when you leave. When disposing of them, please put them in a plastic bag and close it firmly.
- If you need to self-inject on board, please refer to the link below.
Disinfectant Wipes
Our aircraft cabins are cleaned and disinfected regularly, but to ensure you can travel with peace of mind, our flight attendants can provide you with disinfectant wipes upon request. After using the wipes, please place them in the disposal bag provided.
- Please refrain from wiping the cabin window with the the disinfectant wipes as the alcohol content of the wipes may damage the window.
After Arrival
Passengers are required to wear a face mask.*
*Exceptions may be made for infants under 2 years of age and passengers who have medical conditions that would be complicated by wearing a mask.
Please sanitize your hands regularly.
