ANA
At ANA, we believe that it is our responsibility as a provider of public transportation to create an environment where passengers with disabilities can fly comfortably. Based on the following policy, we will make various improvements in terms of convenience, and further strengthen and enhance our efforts toward universal services, aiming for a "sky that is friendly to all passengers," regardless of disability or age. At a time when the values of our customers are becoming increasingly diverse and the social environment is changing, we will promote diversity, equity and inclusion, and contribute to build a sustainable inclusive society in which everyone can live together.
Service Policy for Improving Accessibility
We will
- Provide services that are easy for everyone to use
- Provide support and create an environment that meets the needs of each customer
- Create new experiences and joys with our customers
1. General
(1) Person responsible for the creation and feedback regarding the accessibility plan and the progress report
Director / Manager CX Strategy, CX Management Office , ANA
(2) Contact method for receiving comments and requests regarding the plan and the report
If you require an alternative format (print, large print, braille, audio format/CD, electronic format compatible with adaptive technology),please let us know via the below means.
You may submit your feedbacks on our accessibility plan in accordance with Canadian law on an anonymous basis.
To remain anonymous, please enter "ACA ANA" in the name field of the online form(E-mail).
- * There must be a space between "ACA" and "ANA".
Name of Contact
- US/Canada
-
ANA Customer Relations & Services, The Americas
- Japan
-
ANA Customer Service Desk
Contact Method
Phone
- Canada
- Japan
Mailing address
- USA/Canada
-
21250 Hawthorne Blvd., Suite 200 Torrance, CA 90503
ANA Customer Relations & Services, The Americas - Japan
-
Gate City Osaki Post Office Box No.15, Tokyo, 141-0032
ANA Customer Service Desk
- Please note that there is no facility for face-to-face contact at the above address.
2. Content of the plan and the progress
Employment
(1)Based on our internal code of conduct for employment of persons with disabilities (formulated in 2015), which is a shared commitment of all ANA Group employees, we will further promote employment of persons with disabilities while strengthening cooperation throughout the ANA Group, centered on the team dedicated to promoting employment of persons with disabilities. (by 2025)
- Action
-
- Held seminars to raise awareness of the employment of people with disabilities throughout the ANA Group. (Nov.2023)
- Held a joint interview for the employment of persons with disabilities at ANA Group companies as part of its efforts to expand employment .(July.2023)
(2)We will develop both hardware and software to create an environment in which all employees with disabilities can demonstrate their strengths and play an active role even after they are hired. (by 2025)
- Action
-
- Clarified the rules for posting information on the Group's intranet and improved the environment for information accessibility for employees by, for example, providing text explanations for images that cannot be converted to audio.
- Held customized seminars for ANA group companies to promote understanding of disabled people, and creating a comfortable work environment for employees with disabilities.
In addition, we created on demand materials, which can be taken repeatedly at anytime, to share them with all group companies. That helped increasing attendance. (July.2023)
Information and Communication Technologies (ICT)
(3)We will continue to meet the WCAG 2.1 level AA on our website, mobile website and apps to further enhance the convenience of our customers with disabilities. (by 2025)
- Action
-
- We had a professional company continuously inspect existing and newly created pages to ensure that they conform to our target international standard, WCAG 2.1 Level AA, and corrected any non-conformities as necessary.
(4)We will update the website with a structure and content that is easy for customers with disabilities to understand. (by 2024)
- Action
-
- The information on the homepage was structured and described in a way that is easier to convey, while taking into account customer opinions and WCAG 2.1.
(5)We will store assistance information needed at airports and in-flight, etc., in an in-house system under strict security control, and continue to operate a service that reflects the registered assistance information when making reservations by phone or on the internet. (by 2025)
- Action
-
- In accordance with internal rules and standards, we controlled the personal information of customers, while storing and keeping track of the information in the system, continued to facilitate the procedures needed for customers with disabilities.
Communication, other than ICT
(6) Pictograms and information boards will continue to be placed and displayed in restrooms on board the aircraft and in airport lounges in locations that are easily seen by passengers with disabilities. (by 2025)
- Action
-
- Continued to be implemented.
(7)We will continue to provide frontline staff with mind-building seminars and training in skills for communicating with customers with disabilities. (by 2025)
- Action
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- In addition to the various types of education provided in the past, awareness-raising education with case studies was conducted to understand and practice the need for reasonable accommodation for customers with disabilities in particular.
(8) We will ensure that flight attendants are thoroughly aware of service guidelines so that they can provide appropriate flight information to customers with visual or hearing impairments on board. (by 2025)
- Action
-
- In consideration of passenger convenience and peace of mind, we ensured that flight attendants provide appropriate information in a timely manner and made improvements whenever there were shortcomings.
Procurement of Goods, Services and Facilities
(9)We will provide all employees, including those in the procurement and planning departments, with the opportunity to educate and enlighten themselves about the importance, significance and knowledge of accessibility through e-learning and open seminars to appropriately reflect accessibility when procuring products and services. (by 2025)
- Action
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- We educated all employees on the importance of accessibility through online education, and procured products and planned services with the perspective and convenience of customers with disabilities in mind.
Design and Delivery of Programs and Services
(10)We will implement and consider the further introduction of assistive devices that allow passengers with disabilities and the elderly to move around the airport with ease and peace of mind.
- Introduction of linked follow-type electric wheelchairs (in 2023, Narita Airport)
- Consideration of introduction of self-driving wheelchairs (by 2025)
- Action
-
- Nine linked follow-up type electric wheelchairs have already been installed at Narita Airport. (April 2023)
(11) We will consider shortening waiting times, including in-flight check-in procedures for wheelchairs. (2023)
- Action
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- To ensure smooth consignment of electric wheelchairs, advance information on battery insulation treatment was posted on the website. (November 2023)
- In order to eliminate duplicate battery checks for electric wheelchairs at airports in Japan, we are working with Japan's Ministry of Land, Infrastructure, Transport and Tourism (MLIT). The plan is to be implemented by the end of 2024.
(12)We will combine the strengths of human services and digital tools to further improve customer convenience and enhance support for customers with disabilities who are unfamiliar with digital tools. (by 2025)
- Action
-
- While steadily improving the accessibility of apps and signage related to reservation and boarding, we also educated our staff internally about the importance of the best mix of digital and staff support to improve convenience for all customers, including those with disabilities.
Transportation (to / from the airport)
(13)Through the terminal operator, we will continue to work with railway and taxi companies to ensure convenient airport access for people with disabilities. (by 2025)
- Action
-
- Continued to be implemented.
- In Japan, we conducted some demonstration experiments for the establishment of MaaS (Universal MaaS) for customers with disabilities in cooperation with ground transportation operators and other organizations outside the airport.
Built Environment
(14) We will continue efforts to install barrier-free onboard toilets. (by 2025)
- Action
-
- Continued to be implemented.
3. Provisions of accessibility-related regulations
This plan and the report have been prepared in accordance with the following laws and regulations.
- ACA(Accessible Canada Act)
- ACR(Accessible Canada Regulations)
- ATPDR(Accessible Transportation for Persons with Disabilities Regulations)
- * ATPDR above sets forth the minimum requirements that transportation operators must meet when providing service to customers with disabilities.
ANA, which qualifies as a large foreign airline, is subject to the requirements of sections 24 through 62 of PART 2 of the ATPDR.
- * ATPDR above sets forth the minimum requirements that transportation operators must meet when providing service to customers with disabilities.
- ATPRR(Accessible Transportation Planning and Reporting Regulations)
4. Feedbacks on the Accessibility Plan
In 2023, we did not receive any feedback from customers through the methods described in 1(2) (feedback process).
5. Consultations
In order to provide convenient and comfortable air travel for passengers with disabilities, we believe it is important to consider what accessibility should be from the perspective of people with disabilities and reflect this in our services. Specifically, in addition to the feedback we receive from disabled customers and organization , we consult and discuss with employees with various disabilities at ANA WING FELLOWS VIE OJI Corporation ,within ANA Group, to plan and verify our services, which we have used in the past to develop new initiatives and improve current conditions.
To further deepen this process, we are considering conducting extensive monitoring and verification in the customer journey with people with disabilities.
The following description relates to consultation and discussion with disabled people during the preparation of this report.
- Date of discussion
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May 6, 2024
- Names of disabled people's organization & number of parties consulted
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ANA WING FELLOWS VIE OJI , 4
- Form of consultation
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online meeting
- Comments in consultation
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- "ANA is executing each item in an appropriate and timely manner based on the accessibility plan, and the progress made is commendable."
- "We hope that the continued implementation of the plan will further increase the convenience and sense of security for people with disabilities in air travel and promote their entry into the society."