Service Equipment
This page provides information about service equipment and facilities available at the airport and on board the aircraft. Please note that some of the equipment is available only at certain airports, on certain aircraft types, or only in Japan.
For rental items that need to be reserved in advance, please contact the ANA Disability Desk.
On Departure
"Special Assistance" counter
Special assistance is available for customers with medical requirements or disabilities at a dedicated service counter in the airports listed below. Please visit this counter if you require assistance.
"Special Assistance" (room type)
Please see below for information on ANA airport counters at the main airports in Japan.
| Airport | Terminal | Counter Number |
|---|---|---|
| Tokyo(Haneda) | Japan Domestic Flights Terminal 2 | 2/F Counter 8 next to security checkpoint B 2/F Counter 12 next to security checkpoint C |
| Tokyo(Haneda) | International Flights Terminal 2 | 3/F next to information counter |
| Tokyo (Narita) | Japan Domestic Flights Terminal 1 | 1/F Counter No.3 |
| Tokyo (Narita) | International Flights Terminal 1 | 4/F |
| Sapporo (New Chitose) | Japan Domestic Flights | 2/F Counter No. 1 |
| Nagoya (Chubu) | Japan Domestic Flights | 3/F Counter No. M5 |
| Osaka (Itami) | Japan Domestic Flights South Terminal | 1/F Counter No.7 |
| Osaka (Kansai) | Japan Domestic Flights Terminal 1 | 2/F Counter No. 2 |
| Osaka (Kansai) | International Flights Terminal 1 | 4/F Counter No. A20 |
| Fukuoka Airport | Japan Domestic Flights | 1/F Counter No. 1 |
| Okinawa (Naha) | Japan Domestic Flights | 3/F Counter No. 1 |
"Special Assistance" (Low Counter)
We also have low counters for passengers using wheelchairs and those wishing to complete procedures while seated.
Assistance in ANA Lounges
Lounges
Reception Desks
These reception desks are just the right height for passengers using wheelchairs and those wishing to complete procedures while seated.
Available at the following airports
- ANA SUITE LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Osaka (Itami), Fukuoka, Okinawa (Naha)
- ANA LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Sendai, Komatsu, Osaka (Itami), Hiroshima, Fukuoka, Kagoshima, Okinawa (Naha)
- ANA ARRIVAL LOUNGE: Tokyo (Narita)
Wheelchair Priority Spaces
These spaces are reserved solely for passengers in wheelchairs.
Available at the following airports
- ANA SUITE LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Osaka (Itami), Fukuoka, Okinawa (Naha)
- ANA LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Sendai, Komatsu, Osaka (Itami), Okayama, Hiroshima, Matsuyama, Fukuoka, Kagoshima, Okinawa (Naha)
- ANA ARRIVAL LOUNGE: Tokyo (Narita)
Other Available Lounge Facilities
Wide Passageways for Easy Passage
Multi-Purpose Lavatories
Informational Signs
Get more information on ANA and partner lounges around the world.
Communication Tools
Communication Support Tools
Writing Pads/ Communication Board (paper and electronic versions)
In order to facilitate smooth communication with deaf and speech-impaired customers, and foreign customers, we have installed a writing board and a communication board at the counters at airports in Japan. There are two types of communication boards, a paper version and an electronic version. The paper version is written in 4 languages, Japanese, English, Chinese, and Korean, and the electronic version is written in 17 languages *.
- * Japanese, English, Simplified Chinese, Traditional Chinese (Hong Kong), Traditional Chinese (Taiwan), Korean, Hindi, Bahasa Indonesia, Thai, Vietnamese, Myanmar language (Burmese), Khmer, Malay, French, German, Tagalog, Spanish
Writing Pads
Communication Board (paper and electronic versions)
Communication Support Tools
Communication support tools are available to make our staff easier to understand. Please ask an ANA staff member if you wish to use these tools.
Available at the following airports
- Sapporo (New Chitose), Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Fukuoka, Okinawa (Naha): At the Special Assistance Counter (Domestic Area)
Remote sign language service
By reading the two-dimensional code with your smartphone, an operator simultaneously interprets the interaction between you and the airport staff in sign language and voice.
Voice-to-text Service Using Tablets
Recognizes the speech of staff and displays it in text.
Available at the following airports
- Sapporo (New Chitose), Tokyo (Haneda), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Fukuoka, Okinawa (Naha): At the Special Assistance Counter
Assistance by staff with Sign Language Badge
Some staff members who are qualified with 4th or upper level of the Sign Language Proficiency Test, will wear a sign language badge with them and can provide assist with using sign language. Please feel free to ask for assistance.
at the security checkpoint
Communication boards at security checkpoints
Communication boards are installed at security checkpoints. To facilitate smooth security checks for hearing-impaired passengers and foreign nationals, the board can be used by both staff and passengers by pointing at each other.
The board is available in Japanese, English, Chinese, and Korean.
Wheelchairs/Walking Aids/Electric Carts
Airport Wheelchair
Airport Wheelchair
Airport wheelchairs can be used to take you directly to your seat on the aircraft.
The large wheels are removable and the armrests are foldable to accommodate the narrow aisles in the cabin.
Although equipped with hand rims, they are unsuited for self-traveling long distances.
Specifications
- Seat width: Approx. 40 cm
- Seat depth: Approx. 40 cm
- Seat height: Approx. 50 cm
- Height: Approx. 95 cm
- Seat back height: Approx. 43 cm
- Weight: Approx. 22 kg
Non-Metal Wheelchair
Some airports have resin (non-metal) wheelchairs that do not set off metal detectors. They also can be used in the aircraft aisles once the large wheels are removed.
Specifications
- Seat width: Approx. 40 cm
- Seat depth: Approx. 40 cm
- Seat height: Approx. 47 cm
- Height: Approx. 91 cm
- Seat back height: Approx. 42 cm
- Weight: 28.5 kg
Power-assisted wheelchair
49 airports in Japan except Rishiri Airport
Large Airport Wheelchair
This airport wheelchair accommodates larger passengers inside the airport. This type cannot enter the aircraft cabin.
Available at the following airports
- Sapporo (New Chitose), Hakodate, Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Hiroshima, Iwakuni, Fukuoka, Okinawa (Naha)
Specifications
- Seat width: approx. 64cm
- Seat depth: approx. 50cm
- Seat height: Approx. 55 cm
- Height: Approx. 102 cm
- Seat back height: Approx. 50 cm
Reclining Airport Wheelchair
This airport wheelchair is capable of extending to a full horizontal position. This type cannot enter the aircraft cabin. Horizontal position is not available when traveling.
Available at the following airports
- Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Matsuyama, Kumamoto, Okinawa (Naha), Ishigaki
Specifications
- Seat width: Approx. 40 cm
- Seat depth: Approx. 45 cm
- Seat height: Approx. 45 cm
- Height: Approx. 119 cm
- Length in horizontal position: Approx. 200 cm
Full Reclining Wheelchair for Use in Cabin
This full reclining wheelchair is available for customers who have difficulty being in a seated position. This wheelchair can be used in aircraft aisles.
Available at the following airports
- 49 domestic airports in Japan (excluding Rishiri Airport)
Specifications
- Seat width: Approx. 38 cm
- Seat depth: Approx. 42 cm
- Seat height: Approx. 44.5 cm
- Height: Approx. 142 cm
- Seat back height: Approx. 86.5 cm
Walking Aids: Rollators
Rollators are available to help our customers travel around the airport.
Equipped with a height-adjustable handle and a large break lever, this rollator provides a safe and comfortable way to move around inside the airport.
It also features a basket that functions as both a seat and a compartment for your belongings.
If you would like to use a rollator, please let a member of our counter staff know on your departure date.
(This service cannot be reserved in advance.)
Available at the following airports
- 50 domestic airports in Japan
Electric Cart
Electric carts are available at Haneda Passenger Terminal 2 for passengers who are not comfortable walking to the boarding gate. Please inform the counter staff directly, because advance reservations are not accepted.
- * Available from 8:00 to 19:00.
Protective Cases and Covers for Wheelchairs
We will handle your wheelchair with the utmost care and place it into or under one of our ANA original protective cases or covers.
- This service cannot be reserved in advance.
- This service is available for manual, foldable wheelchairs only.
- Please note that this service may not be available depending on the number of covers remaining and the shape of the wheelchair.
- This service is available for ANA-operated flights only.
Equipment to Assist with Boarding
OMOTENASHI GUIDE
If you download the app, you can document the announcement that is flowing at the boarding gate and display it on your smartphone.
In addition to Japanese, English, Chinese, and Korean are also supported, and can be translated and displayed in the language of your choice.
- * This service is available at departure gates for domestic airports in Japan.
- * From here, you will be redirected to an external site.
Available at the following airports
- 50 domestic airports in Japan
Boarding Gates
This boarding gate is wide enough for passengers using wheelchairs, strollers, and walking aids to pass through.
Available at the following airports
- 50 domestic airports in Japan
Stepless boarding bridge
This is a boarding bridge with no steps. People in wheelchairs can cross smoothly.
Boarding Ramp
This ramp is used to assist customers with boarding.
Available at the following airports
- 50 domestic airports in Japan
Assisted Stretcher
Assisted stretchers are used at airports at which passenger boarding lifts or wheelchair stair lifts are not available or equipped.
You can stay seated while the staff will take you up and down the stairs and to your seat in the cabin.
Available at the following airports
Sapporo (New Chitose), Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Itami), Osaka (Kansai), Osaka (Kobe), Fukuoka, Okinawa (Naha), Wakkanai, Okhotsk Monbetsu, Memanbetsu, Asahikawa, Nemuro Nakashibetsu, Kushiro, Hakodate, Aomori, Odate-Noshiro, Akita, Shonai, Sendai, Fukushima, Hachijojima, Niigata, Shizuoka, Toyama, Komatsu, Noto, Okayama, Hiroshima, Iwakuni, Yamaguchi Ube, Tottori, Yonago, Hagi-Iwami, Takamatsu, Tokushima, Matsuyama, Kochi, Saga, Oita, Kumamoto, Nagasaki, Tsushima, Goto Fukue, Miyazaki, Kagoshima, Miyako, Ishigaki
Specifications
- Seat width: Approx. 38 cm
- Seat depth: Approx. 26.5 cm
- Seat height: Approx. 52 cm
- Height: Approx. 136 cm
- Seat back height: Approx. 84 cm
Passenger Boarding Lift
This is a dedicated airport vehicle equipped with a lifting device. When boarding is conducted using boarding stairs, the passenger boarding lift can be used to elevate the customer in a wheelchair directly to the aircraft door.
Available at the following airports
Sapporo (New Chitose), Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Itami), Osaka (Kansai), Fukuoka, Okinawa (Naha)
Passenger Boarding Stairs Equipped with Wheelchair Stair Lift
The wheelchair stair lift allows wheelchairs to be lifted over the boarding stairs.
May not be available with certain aircraft types.
Available at the following airports
Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Itami), Fukuoka, Okinawa (Naha), Rishiri, Hakodate, Okayama, Matsuyama, Kumamoto, Miyako, Ishigaki
Powered Stair Climbing Device (S-Max)
This is an option for boarding the aircraft if a passenger boarding lift or wheelchair stair lift is not available. S-Max with its driving function enables smooth boarding as it assists in the ascending and descending of stairs and moving to the seat in the cabin while as state of customer seating.
Available at the following airports
Tokyo (Narita), Osaka (Itami), Okhotsk Monbetsu, Sendai, Fukuoka
Wheelchair Types and Wheelchair-Accessible Facilities
Wheelchair Types
Seats with Movable Armrests
In the cabin, some aisle seats have movable armrests to make it easier to move between a wheelchair and the seat.
Please inform us if you would prefer a seat with a movable armrest, since the locations of these seats vary by aircraft and not all aisle seats have a movable armrest.
Cabin Wheelchair
Cabin wheelchairs are available for use on board. Please ask cabin attendant for assist when needed.
You cannot activate the wheelchair brake by yourself.
Specifications (New Type):
- Seat width: Approx. 31 cm
- Seat depth: Approx. 33 cm (Cushion not included)
- Seat height: Approx. 42 cm
- Height: Approx. 87 cm
- Seat back height: Approx. 41 cm
- Available on all aircraft used.
Wheelchair-Accessible Facilities
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.
- Available on all aircraft used, except for the B737-800 and the De Havilland Canada Dash 8-400.
Communication Tools
ANA Communication Board
We have installed a communication board to the mobile terminals owned by cabin attendants and are using it to communicate with deaf and speech-impaired customers, and foreign customers. There are 17* language options available.
- * Japanese, English, Simplified Chinese, Traditional Chinese (Hong Kong), Traditional Chinese (Taiwan), Korean, Hindi, Bahasa Indonesia, Thai, Vietnamese, Myanmar language (Burmese), Khmer, Malay, French, German, Tagalog, Spanish
The linguistic assistance is not just textual but can also provide audio responses and handle a range of passengers, including those with disabilities.
Assistance by Cabin Attendants with Sign Language Badge
Cabin attendants who are qualified with 4th or upper level of the Sign Language Proficiency Test*, will wear a sign language badge with them and can provide assist with using sign language. Please feel free to ask for assistance.
- * Available on some flights.
Guidance in Braille / Large Font
Safety Instructions in Braille
Brochure on the emergency cabin equipment in Braille is available for customers with visual disabilities. (in Japanese and English) Please ask a cabin attendant when necessary.
The cabin attendant will explain the seat equipment and on board facilities including the lavatory.
Drink Menus in Braille and Large Font
Please ask a cabin attendant when necessary.
In-Flight Magazine "TSUBASA - GLOBAL WINGS -" in Braille and audio version
Some of the essays published in "TSUBASA-GLOBAL WINGS" are available in Braille and audio (Readings by cabin attendants) for free of charge to enjoy on cabin.
- Reservation in advance is required (Until 7 days before boarding date)
- In Japanese only
- Due to limited stock, it is not always available
- The audio version of the program is available in flight entertainment program "AUDIO BOOK-TSUBASA GLOBAL WINGS-" without prior reservation.
Cabin Attendant Call Button from personal monitors
Cabin Attendant Call button will activate by touching anywhere on the personal monitor for more than 5 seconds. Please contact the cabin attendant as it requires set up.
- * Does not activate when monitor is off/showing map.
- * In kid's mode, Cabin Attendant Call button will activate by touching the screen for 10 seconds.
- * Available in limited aircrafts.
International Flight: A320neo (installation ongoing), A380-800 (installed)
Domestic Flight: A321neo / B787-9 (375seats) / B787-10 / B777-200 (392seats) (installation ongoing)
Cabin Stretcher and Upper Body Restraints
Cabin Stretcher
When Used
Stretchers are attached to the top of the seats. The location of the stretcher will vary according to the aircraft. With exceptions of some aircraft types, curtains are available and can be used except during takeoff and landing.
As the passenger will be strapped in for safety, they will not be able to change positions or go to the lavatory. Medical equipment will be placed on the seats beneath the stretcher. Please refer to Customers Requiring a Stretcher for information regarding the reservation.
Specifications:
- Length:Approx.180cm
- Width:Approx. 40cm
- Height: Approx.96cm
Assist Seat
Assist Seats for customers who have difficulties in keeping a seated position are available free of charge.
- We offer three sizes, S, M, and L, according to your physique.
- Reservation in advance is required
- It may not be available in the seats of some aircrafts.
Please refer to Customers Requiring an Assist Seat / Support Belt for information regarding the reservation.
Support Belt
A support belt is a supplementary belt designed to hold the upper body. Support belts are available free of charge for customers who experience difficulty in maintaining an upright seated position for reasons such as a disability.
- Lending the vest type and belt type as one sent.
- Reservation in advance is required.
- It may not be available in the seats of some aircrafts.
Please refer to Customers Requiring an Assist Seat / Support Belt for information regarding the reservation.
Pillow/Blanket
Pillows and blankets are borrowed free of charge to stabilize the sitting position by inserting the body into the gap between the seats.
- Reservation in advance is required
Please refer to Customers Requiring an Assist Seat / Support Belt for information regarding the reservation.
Leg Support Stand
Due to the handicaps with illness, bone fracture or some disabilities, ANA can provide "The leg support stand" for customer who has difficulty to sit with keeping the foot on the floor.
- Reservation in advance is required
- Only available on Japan domestic flights (operated by ANA)
- It cannot be used during take-off and landing, Also please be aware that you may withhold to use it due to flight condition for safety reasons.
- It may not keep to fully-stretch your leg depending on the aircraft type.
Medical Equipment/Medicine
ANA Rental Oxygen Cylinder (Paid Service)
Japan Domestic Flights
Reservation in advance is required.
- Reservation: 48 hours prior to departure
- Fee: JPY3,000 per flight sector (regardless of number of cylinders)
- Capacity: 400 liters/cylinder
Oxygen flow setting can be adjusted in the range of 0.25-6.0 liters per minute.
International Flights
Reservation in advance is required.
- Reservation: 96 hours prior to departure
- Fee: JPY10,000 per cylinder
- Capacity: 360 liters/cylinder
Oxygen flow setting can be adjusted in the range of 0.25-5.0 liters per minute.
For how to use an oxygen cylinder, please refer to Instructions for Oxygen Cylinders:
Passengers wishing to rent oxygen tanks need to submit a Medical Information Form (MEDIF) in advance. The number of rental oxygen cylinders will be prepared according to the amount of oxygen required by the customer as stated by the physician on the MEDIF.
Download the form here.
Intravenous Drip Hook
Intravenous drip hook for customers who take intravenous drip, nutritional supplements, etc., are available free of charge.
Reservation in advance is required.
- Japan Domestic Flights: 48 hours prior to departure
- International Flights: 96 hours prior to departure
Medical/ First Aid Kit (First-aid Tools)
The cabin is equipped with medical equipment to be used for providing first aid to injured passengers.
Medical Equipment:
Stethoscope, digital sphygmomanometer, resuscitator (pocket mask, ambu bag), pulse oximeter, etc.
In addition, other commonly used over-the-counter medicines are available for sick passengers.
Over-the-counter Medicines:
Motion sickness medicine, painkillers, digestive medicine, etc.
We recommend that you bring your own medication.
Doctor's Emergency Kit (First Aid Tools)
The cabin is equipped with medical supplies that can be used by volunteer physicians in the event of an in-flight medical emergency.
Medical Supplies:
- Infusions/Injections: Normal saline, 20% glucose, adrenaline, atropine, hydrocortisone sodium phosphate, etc.
- Oral Medicine: Nitroglycerin, d-Chlorpheniramine Maleate, etc.
Medical Equipment:
- Apparatus for ligature and suture*, syringe, infusion set, Nelaton catheters*, etc.
- Medicines and medical supplies are loaded onboard in accordance with the Enforcement Regulations of the Civil Aeronautics Law.
- *International flights only
Resuscitation Kit
CPR (cardiopulmonary resuscitation) kits that include medical instruments needed for removing foreign objects away from the airways are loaded on all international flights.
Medical Equipment:
Endotracheal intubation apparatus, Blood Glucose Meter Set, aspirator, etc.
- These medical instruments are to be used by physicians and are loaded on board in accordance with the Enforcement Regulations of the Civil Aeronautics Law.
Automated External Defibrillator (AED)
To further strengthen our emergency response system on board, all aircraft are equipped with AED-a medical device that can send an electric shock to the heart and eliminate ventricular fibrillation caused by myocardial infarction and other symptoms.
The AEDs currently loaded on board are equipped with a function that can monitor heart rhythms. The bright color liquid crystal display screen on the AED displays the electrocardiogram waveforms, enabling accurate analysis of passenger symptoms.
Other device
Extension belts
This belt can be used to extend the seat belt attached to a seat.
It can be used to secure medical equipment to seats or for passengers with large bodies.
For details, please contact the ANA Disability Desk.
Please return extension belts provided onboard to a cabin attendant when you deplane.
- * You are not allowed to use your own extension belts brought by yourself.