ANA
At ANA, we believe that it is our responsibility as a provider of public transportation to create an environment where passengers with disabilities can fly comfortably. Based on the following policy, we will make various improvements in terms of convenience, and further strengthen and enhance our efforts toward universal services, aiming for a "The sky that is friendly to all passengers," regardless of disability or age. At a time when the values of our customers are becoming increasingly diverse and the social environment is changing, we will promote diversity, equity and inclusion, and contribute to build a sustainable inclusive society in which everyone can live together.
Service Policy for Improving Accessibility
We will
- Provide services that are easy for everyone to use
- Provide support and create an environment that meets the needs of each customer
- Create new experiences and joys with our customers
1. General
(1) Person responsible for the creation and feedback regarding the accessibility plan and the progress report
Director / Manager CX Strategy, CX Management Office, ANA
(2) Contact method for receiving comments and requests regarding the plan and the report
If you require an alternative format (print, large print, braille, audio format/CD, electronic format compatible with adaptive technology), please let us know via the below means.
You may submit your feedbacks on our accessibility plan in accordance with Canadian law on an anonymous basis.
To remain anonymous, please enter "ACA ANA" in the name field of the online form (E-mail).
- * There must be a space between "ACA" and "ANA".
Name of Contact
- US/Canada
-
ANA Customer Relations & Services, The Americas
- Japan
-
ANA Customer Service Desk
Contact Method
Phone
- Canada
- Japan
Mailing address
- USA/Canada
-
21250 Hawthorne Blvd., Suite 200 Torrance, CA 90503
ANA Customer Relations & Services, The Americas - Japan
-
Gate City Osaki Post Office Box No.15, Tokyo, 141-0032
ANA Customer Service Desk
- Please note that there is no facility for face-to-face contact at the above address.
2. Content of the plan and the progress
Employment
(1) Based on our internal code of conduct for employment of persons with disabilities (formulated in 2015), which is a shared commitment of all ANA Group employees, we will further promote employment of persons with disabilities while strengthening cooperation throughout the ANA Group, centered on the team dedicated to promoting employment of persons with disabilities. (by 2025)
- Action
-
- Held an awareness-raising seminar to promote the employment of people with disabilities throughout the Group. (September 2025)
- Held a joint interview for the employment of persons with disabilities at ANA Group companies as part of its efforts to expand employment.
(2) We will develop both hardware and software to create an environment in which all employees with disabilities can demonstrate their strengths and play an active role even after they are hired. (by 2025)
- Action
-
- We are enhancing information accessibility for employees by clarifying posting rules for the Group's intranet-for example, by providing text descriptions for images that cannot be processed by screen readers. Furthermore, we have established accessibility standards for the ANA Group Disability Recruitment Website and have selected and implemented new assistive tools.
- To promote understanding of disabilities and create a more inclusive workplace, we conducted customized seminars tailored to individual Group companies. In addition to existing on-demand materials, we developed and deployed new learning content, establishing a system that allows employees to study anytime and anywhere. We have shared these resources across the Group and are actively encouraging participation.
Information and Communication Technologies (ICT)
(3) We will continue to meet the WCAG 2.1 level AA on our website, mobile website and apps to further enhance the convenience of our customers with disabilities. (by 2025)
- Action
-
- We had a professional company continuously inspect existing and newly created pages to ensure that they conform to our target international standard, WCAG 2.1 Level AA, and corrected any non-conformities as necessary.
- To further enhance accessibility, we have set WCAG 2.2 Level AA as our target and established internal guidelines to ensure its implementation.
(4) We will update the website with a structure and content that is easy for customers with disabilities to understand. (by 2024)
- Action
-
- The information on the homepage was structured and described in a way that is easier to convey, while taking into account customer opinions and WCAG 2.1.
(5) We will store assistance information needed at airports and in-flight, etc., in an in-house system under strict security control, and continue to operate a service that reflects the registered assistance information when making reservations by phone or on the internet. (by 2025)
- Action
-
- In accordance with internal rules and standards, we controlled the personal information of customers, while storing and keeping track of the information in the system, continued to facilitate the procedures needed for customers with disabilities.
Communication, other than ICT
(6) Pictograms and information boards will continue to be placed and displayed in restrooms on board the aircraft and in airport lounges in locations that are easily seen by passengers with disabilities. (by 2025)
- Action
-
- Continued to be implemented.
- In anticipation of the Tokyo 2025 Deaflympics, we redesigned the sign language badges worn by cabin attendants and ground staff . This update ensures that customers can more easily identify staff members who are proficient in sign language. (May.2025)
(7) We will continue to provide frontline staff with mind-building seminars and training in skills for communicating with customers with disabilities. (by 2025)
- Action
-
- In addition to the various types of education provided in the past, awareness-raising education with case studies was conducted to understand and practice the need for reasonable accommodation for customers with disabilities in particular.
(8) We will ensure that flight attendants are thoroughly aware of service guidelines so that they can provide appropriate flight information to customers with visual or hearing impairments on board. (by 2025)
- Action
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- In consideration of passenger convenience and peace of mind, we ensured that flight attendants provide appropriate information in a timely manner and made improvements whenever there were shortcomings.
Procurement of Goods, Services and Facilities
(9) We will provide all employees, including those in the procurement and planning departments, with the opportunity to educate and enlighten themselves about the importance, significance and knowledge of accessibility through e-learning and open seminars to appropriately reflect accessibility when procuring products and services. (by 2025)
- Action
-
- We educated all employees on the importance of accessibility through online education, and procured products and planned services with the perspective and convenience of customers with disabilities in mind.
- To accurately identify the needs of customers with disabilities, we conducted surveys and analyses led by employees with disabilities from within the Group. Additionally, we have improved our products, services, and facilities based on daily customer feedback and employee proposals.
Design and Delivery of Programs and Services
(10) We will implement and consider the further introduction of assistive devices that allow passengers with disabilities and the elderly to move around the airport with ease and peace of mind.
- Introduction of linked follow-type electric wheelchairs (in 2023, Narita Airport)
- Consideration of introduction of self-driving wheelchairs (by 2025)
- Action
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- Nine linked follow-up type electric wheelchairs have already been installed at Narita Airport. (April 2023)
- The following measures were taken to ensure smooth communication with hearing-impaired passengers, including the elderly, and airport staff with hearing impairments.
- Introduced full-scale installation of easy-to-hear speakers at key airports in Japan. (June 2024).
- Expanded online remote sign language interpretation service to all airports in Japan. (October 2024)
(11) We will consider shortening waiting times, including in-flight check-in procedures for wheelchairs. (2023)
- Action
-
- To ensure smooth consignment of electric wheelchairs, advance information on battery insulation treatment was posted on the website. (November 2023)
- At airports in Japan, batteries for electric wheelchairs have been checked at both the boarding counter and security checkpoints.
However, by positioning the check at the security checkpoint as a supplementary check, unnecessary duplicate check procedures have been eliminated. This improved the convenience of wheelchair passengers while ensuring safety. (June 2024)
(12) We will combine the strengths of human services and digital tools to further improve customer convenience and enhance support for customers with disabilities who are unfamiliar with digital tools. (by 2025)
- Action
-
- While steadily improving the accessibility of apps and signage related to reservation and boarding, we also educated our staff internally about the importance of the best mix of digital and staff support to improve convenience for all customers, including those with disabilities.
Transportation (to / from the airport)
(13) Through the terminal operator, we will continue to work with railway and taxi companies to ensure convenient airport access for people with disabilities. (by 2025)
- Action
-
- Continued to be implemented.
- In Japan, we conducted some demonstration experiments for the establishment of MaaS (Universal MaaS) for customers with disabilities in cooperation with ground transportation operators and other organizations outside the airport.
Built Environment
(14) We will continue efforts to install barrier-free onboard toilets. (by 2025)
- Action
-
- Continued to be implemented.
3. Provisions of accessibility-related regulations
This plan and the report have been prepared in accordance with the following laws and regulations.
- ACA(Accessible Canada Act)
- Accessible Canada Regulations
- ATPDR(Accessible Transportation for Persons with Disabilities Regulations)
- * ATPDR above sets forth the minimum requirements that transportation operators must meet when providing service to customers with disabilities.
ANA, which qualifies as a large foreign airline, is subject to the requirements of sections 24 through 62 of PART 2 of the ATPDR.
- * ATPDR above sets forth the minimum requirements that transportation operators must meet when providing service to customers with disabilities.
- ATPRR(Accessible Transportation Planning and Reporting Regulations)
4. Feedbacks on the Accessibility Plan
In 2025, we did not receive any feedback from customers through the methods described in 1(2) (feedback process).
5. Consultations
In order to provide convenient and comfortable air travel for passengers with disabilities, we believe it is important to consider what accessibility should be from the perspective of people with disabilities and reflect this in our services. Specifically, in addition to the feedback we receive from disabled customers and organization, we consult and discuss with employees with various disabilities at ANA WING FELLOWS VIE OJI Corporation,within ANA Group, to plan and verify our services, which we have used in the past to develop new initiatives and improve current conditions.
To further deepen this process, we are considering conducting extensive monitoring and verification in the customer journey with people with disabilities.
The following description relates to consultation and discussion with disabled people during the preparation of this report.
- Date of discussion
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Apr 24,2026
- Names of disabled people's organization & number of parties consulted
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ANA WING FELLOWS VIE OJI, 4
- Form of consultation
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online meeting
- Comments in consultation
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- "We highly value that each item of the accessibility plan is being executed appropriately and steadily. Furthermore, we commend the ANA Group's efforts to address various challenges and link them to tangible improvements by carefully reviewing daily feedback from people with disabilities and the results of various surveys."
- "We recognize that individuals with disabilities face numerous hurdles, and we understand that achieving a travel experience identical to that of non-disabled passengers can be complex. Nevertheless, we look forward to the realization of even better accessibility through continuous improvements, ensuring that everyone can choose air travel with confidence and without hesitation."