Information for Customers with Visual Disabilities
This page provides information about equipment and services for customers with visual disabilities.
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 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.
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
International Flights
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
Japan Domestic Flights
Guide dogs, hearing dogs, and mobility assistance dogs are permitted on board.
International Flights
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
Japan Domestic Flights
60 minutes prior to the departure time
International Flights
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
P 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 programs of our in-flight movies and videos are available with audio assistance. Visual depiction including facial expressions, motions, and scene settings can be enjoyed with supplemental narrations. This service is available in Japanese and English.
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)
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.