Information for Customers with Walking Disabilities
This page provides information about borrowing and checking in wheelchairs as well as mobility assistance.
Reservations
Please inform our staff at the ANA Disability Desk about your level of mobility and wheelchair specifications by using the Level Of Mobility Checklist
.
We will help you get to your connecting flight within the same terminal. Please let us know if you have a connecting flight when making a reservation or checking in.
Support belts and assist seats are available for customers who have difficulty in maintaining an upright sitting position.
Use of a stretcher is available for customers who are unable to sit upright in an aircraft seat.
A service for registering the special assistance you need for boarding is available for ANA Mileage Club members. Use this service to enjoy a smoother reservation process by simply providing your AMC membership number. For details, please see "Special Assistance Information Registration Service."
Passengers Traveling with Personal Wheelchairs
- As a general rule, your wheelchair and other similar assistive devices for disabled passengers' own use are not counted toward the Free Baggage Allowance and can be checked in as checked baggage at the airport counter free of charge. We will assist you in moving to the aircraft using our wheelchair.
- Upon your request, you can also use your own wheelchair as far as your boarding gate, and then have it checked in by our staff. Due to weather and airport facility-related conditions, we may not be able to accommodate your requests.
- For your safety, our staff may need to check the size of your wheelchair, battery specifications and other items at the airport counter on the day of departure. We thank you for your understanding.
- In accordance with the U.S. Air Carrier Access Act, checked wheelchairs of passengers on U.S. flights operated by ANA can be returned near the door of the aircraft upon arrival at the airport of the U.S. route, from January 16, 2025. Due to weather and airport facility-related conditions, or other reasons, we may not be able to return them by the aircraft.
- Upon your request, you can pick up your own wheelchair at baggage claim.
Checked Personal Wheelchairs
If you are checking in your own wheelchair, we will ask for information about your wheelchair to ensure that we can assist you smoothly.
Passengers checking in manual wheelchairs
- Wheelchair size (depth, width, height)
- Wheelchair weight
- Whether the wheelchair is foldable
You can also register this information on the Support Information entry screen in Reservation Confirmation when making your reservation online.
Passengers checking in electric wheelchairs
- Wheelchair size (depth, width, height)
- Wheelchair weight
- Whether the wheelchair is foldable
- Wheelchair batteries (type, wattage, removable or non-removable)
- Spare batteries (whether they are included, quantity, type, wattage)
To reduce the time required for procedures at the airport, please check the size and weight of the wheelchair you wish to check in, and the type and insulation method of the batteries used, in advance.
Passengers checking in sports wheelchairs
Electric Wheelchair Batteries
Notice
Due to the request of Dangerous Goods regulation of IATA, it’s regulated since January 1, 2021 to qualified individuals with disabilities using battery-drive wheelchairs that the customers should self-identify the type of battery equipped to the wheelchair.
Battery Type
Batteries that are built into the wheelchair body and spare batteries must be insulated when transported.
Lithium-ion battery (including lithium polymer battery)
Dry batteries (NiMH or NiCd batteries)
Shielded batteries (non-spillable batteries, gel batteries, etc.)
Non-shielded batteries (spillable batteries, etc.)
We will verify the battery specifications at the airport. Please be aware if the ANA staff cannot confirm the battery specifications, there is a possibility that we cannot accept your wheelchair.
Please confirm the insulation method from each manufacturer's website in advance.
- IMASEN ENGINEERING CORPORATION
- SAITO KOBO LTD
- Sunrise Medical Japan Co.,Ltd.
- SHOWA BOEKI CO., LTD. (Products of INVACARE and C.T.M.)
- Sewa International Gk
- NISSIN MEDICAL INDUSTRIES CO., LTD.
- PERMOBIL K.K.
- Yamaha Motor Co., Ltd.
- MIKI CORPORATION
- SUZUKI MOTOR CORPORATION
- ATEX CO.,LTD.
- IMASEN ENGINEERING CORPORATION
- Kubota Corporation
- SERIO CO.,LTD.
- FRANCE BED CO.,LTD.
- Yamaha Motor Co., Ltd.
- MIKI CORPORATION
- * The above page was created in cooperation with the Japan Association of Wheelchair and Seating, 電動車いす安全普及協会 (No English name), and various wheelchair manufacturers.
Measuring the Personal Wheelchair to be Checked In
Please inform our staff about the size of the wheelchair you are checking in (depth, width and height). Wheelchairs of a certain size may not be checked in as cargo space varies depending on the aircraft. We may accept your wheelchair if height and size are adjustable by removing the headrest and/or footrest or by reclining. Please see below for cargo compartment size by aircraft type.
Cargo Compartment Size(Average)
- * The symbol "-" indicates that there are no restrictions.
| Aircraft Types | Height | Depth | Width |
|---|---|---|---|
| 773/772/789/78P/788/76P/763 | 149cm | 140cm | 142cm |
| 321/320 | 92cm | 140cm | 143cm |
| 738/73P/73X | 85cm | - | 121cm |
| Q4A/DH4 | 149cm | - | 127cm |
- * When operated by small size aircrafts operation(A321/320,738/73P/73X,Q4A/DH4), loading may not be possible due to limited ceiling height of cargo compartment even if the items meet the specification stupulated size.
- * As it may not be possible to load heavy electric wheelchairs or sport wheelchairs on aircraft depending on aircraft type and airport facilities, please contact the ANA Disability Desk in advance.
- * Please contact the manufacturer for the durability of your wheelchair.
Seat Preferences
Some aisle seats have movable armrests for easy seating. Please inform us if you prefer a seat with a movable armrest, since not all aisle seats have movable armrests. We also accept requests for seats close to the lavatory or other seat preferences.
However, we may not be able to accommodate your request depending on seat availability.
Please note that for safety reasons emergency exit row seats are not available for customers who need assistance.
- Your assigned seat may be changed without prior notice due to changes in aircraft type and other unavoidable reasons.
- Some Japan domestic fares are not eligible for online advance seat reservation.
Escort
If any of the following applies to you, you are requested to have an escort ride in the seat next to you.
- Those who are unable to properly understand the safety instructions given by our staff.
- Those who are unable to take care of their own personal care (*).
- * "Personal care" means
Eating, drinking, use of restrooms (including putting on and taking off clothes), etc.
Notes
An escort is required to provide assistance at the airport, during boarding, during the flight, during disembarkation, and in case of emergency evacuation.
Cabin attendants are not able to provide assistance with personal care, please make sure to have an escort to assist you.
You are requested to provide your own supplies for assistance.
- * For some aircraft models, passengers who have difficulty in traveling alone may not be able to board without an escort, please inquire in advance.
Codeshare Flights
International Flights
For codeshare flights operated by our partner airlines, the regulations of the relevant partner airline will apply. Special assistance on such flights may differ from that offered by ANA. For details, please contact the partner airline operating the flight directly.
Traveling with Mobility Assistance Dogs
For further information, please refer to Customers with Assistance Dogs
Boarding
Please check in your personal wheelchair at the check-in counter. During boarding procedures, we may need to re-measure the wheelchair size due to airport facility-related conditions.
Upon your request, you can also use your own wheelchair at departure as far as your boarding gate, and then have it checked in by our staff. We will return your wheelchair to you near the aircraft entrance on arrival. However, due to weather and airport facility-related conditions, we may not be able to accommodate your requests.
Airport wheelchairs are available at all airports. Some airports also offer larger wheelchairs and reclining wheelchairs. Due to the limited quantity available, please inform our staff at the ANA Disability Desk in advance if you wish to use the service. Please refer to Service Equipment (Airport Wheelchair) for more details.
Notes
ANA wheelchairs are available at the check-in counter. As ANA wheelchairs are not available at the airport drop-off area, please have an accompanying person notify the ANA staff at the counter that you will require a wheelchair.
At some airports, the airport building or airport management company provide assistive services to meet customers at the drop-off area with a wheelchair.
Please inquire at the airport information desk of the departure airport.
- * On ANA-operated international flights, we can accept one manually operated, foldable wheelchair per flight to be carried on board.
- * Please note that some aircraft may not be able to accommodate storage of the wheelchair on board due to space limitations.
Security Checks
For safety reasons, all customers must undergo security checks. Please note that the security check may involve contact inspection.
Pre-boarding Service
Pre-boarding service is available for passengers who need assistance.
If you wish to use the pre-boarding service, please inform the staff at the boarding gate. Once the aircraft preparations have been completed, you will be allowed to board first. Please note that depending on the flight status, this service may not be available.
To support your boarding, we will assist you with ascending or descending stairs and moving inside the cabin. Some airports are equipped with special boarding access facilities such as passenger boarding lifts, wheelchair stair lifts, assisted stretchers, boarding ramps, and wheelchair stair climbing devices. Please refer to Service Equipment for more details. Please also confirm the points to note when making a reservation.
Approximate Time of Arrival to the Airport
Please arrive early at the airport in order to allow enough time for necessary procedures.
We will verify the battery specifications at the airport. Please be aware if the ANA staff cannot confirm the battery specifications, there is a possibility that we cannot accept your wheelchair.
Japan Domestic Flights
60 minutes prior to the departure time
International Flights
120 minutes prior to the departure time
On Board
Seating Position at Takeoff and Landing
During takeoff and landing, all customers must keep their seats in an upright position and fasten their seat belts.
We provide Devices to Help Maintain a Sitting Position to customers who have difficulty in keeping a seated position.
Cabin Wheelchair
Cabin wheelchairs are available for use on board. Please ask a cabin attendant if needed.
Cabin Wheelchair Accessible Lavatory
Some aircraft are equipped with a cabin wheelchair accessible lavatory. Please ask cabin attendant for assist to/from the lavatory when needed. Assistance is not provided inside the lavatory.
Canes and Crutches
Canes and crutches can be carried on board (except for those with sharp tips).
Please store the cane horizontally under the seat in front of you. Depending on the shape of the cane and the conditions around the seat, it may be stored in the overhead storage or kept by the cabin attendant.
For crutches, the cabin attendant will keep it for you.
Furthermore, a leg support stand is lent free of charge to customers who have difficulties in sitting with their feet on the floor due to reasons such as illness, a fracture, or disability.
Arrival
If you have requested assistance for disembarkation, please remain seated until our staff comes to your seat to escort you off the aircraft. Our staff will escort you by an airport wheelchair to the arrival lobby or to the person who will meet.
If you have checked in a wheelchair before departure, it will be returned to you at the baggage claim and our staff will assist you to your wheelchair.
If you decided to check in your wheelchair near your boarding gate at the departure airport, it will generally be returned to you at the door of the aircraft, or it can be returned at the baggage claim area of the arrival airport upon your request.