Customers with Hearing and Speech Disabilities

This page provides information about equipment and services for customers with hearing and speech disabilities.

The icons named Japan Domestic or International indicate differences in service for Japan domestic and international flights. Content not marked with an icon applies to both, Japan domestic and international flights.

Reservations

Reservations can be made through the ANA Website and e-mail service. ANA Dedicated Phone Service provides a proxy phone service for inquiries via TV phone, e-mail, fax, web chat, etc. (Japanese and English only)

Telecommunication Relay Services for ANA

Hearing Dogs

Hearing dogs are allowed on board free of charge if you wish to bring them with you. Please inform our staff at the time of reservation or check-in.
Upon checkin, we may visually inspect documents, harnesses, tags, etc. that certify that the dog is a hearing dog.

For international travel, entry/exit requirements for assistance dogs vary by country/region. Customers are requested to prepare all necessary documents (export quarantine certificate, health certificate, import certificate, etc.) for import/export of animals in advance by checking with the quarantine station, embassy, etc. in the country/district of departure and destination.

If you are entering/leaving Japan or transferring to/from Japan, please check the Ministry of Agriculture, Forestry and Fisheries website "Animal Quarantine Service" and the Ministry of Health, Labor and Welfare website "Information for Assistance Dog Users Traveling from Abroad".

Customers traveling to or transiting in Hong Kong with assistance dogs are required to apply for a special permit from the Agriculture, Fisheries and Conservation Department (AFCD) in Hong Kong prior to travel. It may take up to two weeks from application to approval.

For further information, please refer to Customers with Assistance Dogs.

Using a Cochlear Implant or Hearing Aid

If you are using a cochlear implant or hearing aid with a remote control or remote communicator, please turn off the remote control or remote communicator during flight, as these devices have the ability to emit radio waves. The main unit can be used as it is.

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*1.

* 1

"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.

Seat Preferences

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.

Codeshare flights

When using codeshare flights, the rules and services of the operating carrier apply. Please contact each company for details. For details, please refer to "For Codeshare Customers".

Boarding

Please arrive early at the airport in order to have leave enough time for necessary procedures.

Service Equipment

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.

Click here for details on airport facilities and services.

Security Checks

For safety reasons, all customers must undergo the 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 apply.

On Board

To facilitate in-flight communication, cabin attendants use written communication and support devices.

Click here for details in cabin facilities and services.

Arrival

Upon request, we will escort you to the arrival lobby or meeting point. Please notify the airport staff prior to your departure, and remain in your seat until our staff arrives to assist you.