Customers with Hearing and Speech Disabilities
This page provides information about equipment and services for customers with hearing and speech disabilities.
Reservations
Upon making your reservation, please inform us if you need any assistance when you will be traveling with your assistance dog.
Hearing Dogs
Hearing dogs can accompany customers with hearing disabilities free of charge.
Upon making your reservation, please inform us if you need any assistance when you will be traveling with your hearing dog.
Please arrive at the airport with adequate time to spare.
We will check the hearing dog vest 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.
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.
Using a Cochlear Implant or Hearing Aid
Some of these medical devices are provided with remote control or transmitter functionality. For devices with emit radio waves, they must turned off during the flight.
(Operation of the main part of devices is permitted.)
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 (*).
- * "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.
Codeshare Flights
Japan Domestic Flights
Guide dogs, hearing dogs, and mobility assistance dogs are permitted on board.
International Flights
Please contact the ANA Disability Desk for details, as some codeshare partner airlines may accept guide dogs, hearing dogs, and mobility assistance dogs on board.
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
Writing Pad/ Communication Board
In order to facilitate smooth communication with deaf and speech-impaired customers, and foreign customers, we have installed a writing board and a communication board at the counters at airports in Japan. There are two types of communication boards, a paper version and an electronic version. The paper version is written in 4 languages, Japanese, English, Chinese, and Korean, and the electronic version is written in 17 languages *.
- * Japanese, English, Simplified Chinese, Traditional Chinese (Hong Kong), Traditional Chinese (Taiwan), Korean, Hindi, Bahasa Indonesia, Thai, Vietnamese, Myanmar language (Burmese), Khmer, Malay, French, German, Tagalog, Spanish
Front View
Communication Board (paper and electronic versions)
Communication Tools Using Tablets
Remote Sign Language Communication
Remote Sign Language Communication: Using a designated tablet device, the operator simultaneously interprets the communication between the customer and the airport staff in sign language and speech.
Voice-to-text Service
Voice-to-text Service: Recognize the speech of staff and display it in text.
Available at the following airports
Sapporo (New Chitose), Tokyo (Haneda), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Fukuoka, Okinawa (Naha): At the Special Assistance Counter
Communication Support Tools
Communication support tools are available to make our staff clearer and easier to understand. Please ask a member of staff if you wish to use these tools.
Available at the following airports
Sapporo (New Chitose), Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Fukuoka, Okinawa (Naha): At the Special Assistance Counter (Domestic Area)
Communication boards at security checkpoints
Communication boards have been installed at the security checkpoint.
Passengers with hearing disabilities and foreign nationals can use the boards while pointing at each other to facilitate the security check.
Available in Japanese, English, Chinese, and Korean.
Security Checks
For safety reasons, all customers must undergo the security checks. Please note that the security check may involve contact inspection.
OMOTENASHI GUIDE
If you download the app, you can document the automatic voice announcement that is flowing at the boarding gate and display it on your smartphone.
It also supports languages around the world, and it is possible to display it after translating it into your favorite language.
- * This service is available at departure gates for domestic airports in Japan.
- * From here, you will be redirected to an external site.
Available at the following airports
50 domestic airports in Japan
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
For smooth communication on board the aircraft, cabin attendants use tablet devices.
Assistance by Cabin Attendants with Sign Language Badge
Cabin attendants who are qualified with 4th or upper level of the Sign Language Proficiency Test*, will wear a sign language badge with them and can provide assist with using sign language. Please feel free to ask for assistance.
- * Available on some flights.
In-flight Movies / Videos with Closed Captions
Some programs of our in-flight movies and videos are available with closed captions. Audio information including players' speech, narration, and sound cues can be enjoyed by displaying closed captions. This service is available in Japanese and English.
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.