ANA’s Approach

At all airports, we provide airport wheelchairs for customers who have difficulties in walking. At some airports we also have reclining wheelchairs and larger wheelchairs for customers with special needs.
For smooth boarding of customers in wheelchairs, passenger boarding lifts, wheelchair stair lifts, and boarding ramps are available.

In December 2011, a customer who could not climb stairs proposed to equip airports who have no passenger boarding lift or wheelchair stair lift with designated stretchers to assist the embarking and disembarking of customers requiring assistance. We have responded to this proposal by equipping airports especially those that serve small aircraft with assisted stretchers, a special type of wheelchair designated to be used for climbing up and down stairs. This is an example of our effort to realize a practical barrier-free travel environment in response to feedback from our customers.

We have been giving customers with disabilities not only boarding support but also support for making reservations and inquiries. On February 1, 2010, we started Telecommunication Relay Services for ANA for customers with hearing and speaking disabilities with the cooperation of Plus Voice Co., Ltd., a welfare solution enterprise.

Uses pictures and illustrations to make the information easy to understand.

Includes more detailed information.

This video provides an even more realistic image of air travel than in the Sorapass Book. Tsubasa Sorano, a character from the Sorapass Book, talks about her experience of traveling by airplane for the first time.

On January 8, 1997, we established the ANA Disability Desk (Sky Assist Desk at the time of establishment) for customers with anxiety on their flight due to physical challenges caused by disease, injury, or disabilities in order to answer inquiries about the usage of aircraft and other requests.
If you require special attention or service due to physical limitations or medical treatment, including the use of medical equipment on board, please do not hesitate to contact the ANA Disability Desk.

The ANA Disability Desk assists over 1,500 customers yearly, with inquiries such as borrowing of assist seats and support belts for customers who are unable to sit upright due to a disability, and consultation for customers requesting the usage of special assistive devices on board.
For customers who cannot sit upright and need to lie down during the entire flight, we accept consultation to board with stretchers, mainly for customers who are transferring between hospitals. For more information, please refer to Customers with Limited Ability to Sit.

In addition to the initiatives introduced here, we are also introducing ANA's initiatives for universal service on our corporate information distribution site.