Customers with Visual Disabilities

This page provides information about equipment and services for customers with visual 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

Please feel free to inform us if you need any assistance.

Guide Dogs (Seeing Eye dogs)

Guide dogs can accompany customers with visual disabilities free of charge.

Upon making your reservation, please inform us if you need any assistance when you will be traveling with your guide dog.

Please arrive at the airport with adequate time to spare.

We will check the guide dog vest or harness (white or yellow guide dog bodice) and "guide dog user ID or certificate" upon check-in.

For overseas assistance dogs, we will check the "Application for Temporary Certificate of Overseas Assistance Dog Users" and the "Application for Temporary Certificate of Overseas Assistance Dog Users" displayed on the bodice. If you intend to take your guide dog with you on an international tour, please inform the ANA Tour Desk for Customers with Disabilities when making your travel reservation.

If you need assistance, please inform the airport counter staff at check-in.

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

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.
*

Some Japan domestic fares are not eligible for online advance seat reservation.

Seat Allocation for Customers with Disabilities

Escort

If any of the following applies to you, you are requested to have an escort ride in the seat next to you. (Guide dogs are considered as escort.)

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.

Animal Quarantine

If you board an international flight, your assistance dog may be subject to quarantine depending on the country. You are therefore asked to direct any inquiries about immigration conditions, etc., to the consulate of the country you will be visiting or your nearest animal quarantine office in Japan. Furthermore, certain procedures must be completed upon taking your assistance dog out of Japan and upon bringing it back. Please see the Animal Quarantine Service (AQS) page on the Ministry of Agriculture, Forestry and Fisheries website for further information.

Please also see the Notice to Assistance Dog Users from Overseas on the Ministry of Health, Labour and Welfare website if you will be travelling to Japan together with your assistance dog.

Codeshare flights

Guide dogs, hearing dogs, and mobility assistance dogs are permitted on board.

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.

Boarding

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

Approximate Time of Arrival to the Airport

60 minutes prior to the departure time

120 minutes prior to the departure time

Mobility Assistance

Our staff will escort you at the airport and inside of the aircraft upon request. Please feel free to ask for assistance.

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

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

Essays 7-8 published in "TSUBASA - GLOBAL WINGS -" are braille or voiced and lent out for free of charge to enjoy on board.

Advance reservation is required. (Until 7 days before boarding date)
In Japanese only
Due to limited stock, it is not always available

Audio Guide for In-flight Movies and Videos

Some of our in-flight movies and other video contents are available with audio assistance. With audio assistance, a supplementary audio is provided by a narrator to give descriptions of visual content, including the casts' facial expressions and movements as well as the scene. This service is available in Japanese and English.

Entertaments for domestic flights-movies/videos
(click PDF "programs with audio description & closed captions")

Entertaments for international flights-movies/videos
(click PDF "programs with audio description & closed captions")

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.

A321neo / B787-9 (375seats) / B787-10 / B777-200 (392seats) (installation ongoing)

A320neo (installation ongoing), A380-800 (installed)

Carry-on of White Canes

You can bring your white cane on board. Please stow your cane somewhere for easily accessible such as under the seat.

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 to the arrival lobby or to the person meeting you for pickup. Please feel free to ask. Please inform us upon reservation, or contact the ANA Disability Desk in advance.