Service Equipment

Service Equipment

This page provides 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.

For rental items that need to be reserved in advance, please contact the ANA Disability Desk.

On Departure

"Special Assistance" counter

Special assistance is available for customers with medical requirements or disabilities at a dedicated service counter in the airports listed below. Please visit this counter if you require assistance.

"Special Assistance" (room type)
Please see below for information on ANA airport counters at the main airports in Japan.
Airport Terminal Counter Number
Tokyo(Haneda) Japan Domestic Flights Terminal 2 2/F Counter 8 next to security checkpoint B
2/F Counter 12 next to security checkpoint C
Tokyo(Haneda) International Flights Terminal 2 3/F next to information counter
Tokyo (Narita) Japan Domestic Flights Terminal 1 1/F Counter No.3
Tokyo (Narita) International Flights Terminal 1 4/F
Sapporo (New Chitose) Japan Domestic Flights 2/F Counter No. 1
Nagoya (Chubu) Japan Domestic Flights 3/F Counter No. M5
Osaka (Itami) Japan Domestic Flights South Terminal 1/F Counter No.7
Osaka (Kansai) Japan Domestic Flights Terminal 1 2/F Counter No. 2
Osaka (Kansai) International Flights Terminal 1 4/F Counter No. A20
Fukuoka Airport Japan Domestic Flights 1/F Counter No. 1
Okinawa (Naha) Japan Domestic Flights 3/F Counter No. 1
"Special Assistance" (Low Counter)

We also have low counters for passengers using wheelchairs and those wishing to complete procedures while seated.

Assistance in ANA Lounges

Lounges

Reception Desks

These reception desks are just the right height for passengers using wheelchairs and those wishing to complete procedures while seated.

Available at the following airports
  • ANA SUITE LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Osaka (Itami), Fukuoka, Okinawa (Naha)
  • ANA LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Sendai, Komatsu, Osaka (Itami), Hiroshima, Fukuoka, Kagoshima, Okinawa (Naha)
  • ANA ARRIVAL LOUNGE: Tokyo (Narita)
Wheelchair Priority Spaces

These spaces are reserved solely for passengers in wheelchairs.

Available at the following airports
  • ANA SUITE LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Osaka (Itami), Fukuoka, Okinawa (Naha)
  • ANA LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Sendai, Komatsu, Osaka (Itami), Okayama, Hiroshima, Matsuyama, Fukuoka, Kagoshima, Okinawa (Naha)
  • ANA ARRIVAL LOUNGE: Tokyo (Narita)
Other Available Lounge Facilities

Wide Passageways for Easy Passage

Multi-Purpose Lavatories

Informational Signs

Get more information on ANA and partner lounges around the world.

Communication Tools

Communication Support Tools

Writing Pads/ Communication Board (paper and electronic versions)

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
Available at the following airports
  • 50 domestic airports in Japan

Writing Pads (Front view)

The electronic version provides information in the following languages: Japanese, English, Mainland Mandarin, Cantonese, Taiwan Mandarin, Korean, Indonesian, Vietnamese, Spanish, German, Tagalog, Thai, French, Hindi, Burmese, Khmer/Cambodian, Malay.

Communication Board (paper and electronic versions)

Communication Support Tools

Communication support tools are available to make our staff easier to understand. Please ask an ANA staff member 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.

Remote Sign Language Communication Using Tablets

Using a designated tablet device, the operator simultaneously interprets the communication between the customer and the airport staff in sign language and speech.

Available at the following airports
  • Sapporo (New Chitose), Tokyo (Haneda), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Fukuoka, Okinawa (Naha): At the Special Assistance Counter
Voice-to-text Service Using Tablets

Recognizes the speech of staff and displays 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

Assistance by staff with Sign Language Badge

Some staff members 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.

Wheelchairs/Walking Aids/Electric Carts

Airport Wheelchair

Airport Wheelchair

Airport wheelchairs can be used to take you directly to your seat on the aircraft.
The large wheels are removable and the armrests are foldable to accommodate the narrow aisles in the cabin.
Although equipped with hand rims, they are unsuited for self-traveling long distances.

Specifications
  • Seat width: Approx. 40 cm
  • Seat depth: Approx. 40 cm
  • Seat height: Approx. 50 cm
  • Height: Approx. 95 cm
  • Seat back height: Approx. 43 cm
  • Weight: Approx. 22 kg
Non-Metal Wheelchair

Some airports have resin (non-metal) wheelchairs that do not set off metal detectors. They also can be used in the aircraft aisles once the large wheels are removed.

Specifications
  • Seat width: Approx. 40 cm
  • Seat depth: Approx. 40 cm
  • Seat height: Approx. 47 cm
  • Height: Approx. 91 cm
  • Seat back height: Approx. 42 cm
  • Weight: 28.5 kg
Power-assisted wheelchair

49 airports in Japan except Rishiri Airport

Large Airport Wheelchair

This airport wheelchair accommodates larger passengers inside the airport. This type cannot enter the aircraft cabin.

Available at the following airports
  • Sapporo (New Chitose), Hakodate, Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Hiroshima, Iwakuni, Fukuoka, Okinawa (Naha)
Specifications
  • Seat width: approx. 64cm
  • Seat depth: approx. 50cm
  • Seat height: Approx. 55 cm
  • Height: Approx. 102 cm
  • Seat back height: Approx. 50 cm
Reclining Airport Wheelchair

This airport wheelchair is capable of extending to a full horizontal position. This type cannot enter the aircraft cabin. Horizontal position is not available when traveling.

Available at the following airports
  • Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Matsuyama, Kumamoto, Okinawa (Naha), Ishigaki
Specifications
  • Seat width: Approx. 40 cm
  • Seat depth: Approx. 45 cm
  • Seat height: Approx. 45 cm
  • Height: Approx. 119 cm
  • Length in horizontal position: Approx. 200 cm
Full Reclining Wheelchair for Use in Cabin

This full reclining wheelchair is available for customers who have difficulty being in a seated position. This wheelchair can be used in aircraft aisles.

Available at the following airports
  • 49 domestic airports in Japan (excluding Rishiri Airport)
Specifications
  • Seat width: Approx. 38 cm
  • Seat depth: Approx. 42 cm
  • Seat height: Approx. 44.5 cm
  • Height: Approx. 142 cm
  • Seat back height: Approx. 86.5 cm

Walking Aids: Rollators

Rollators are available to help our customers travel around the airport.
Equipped with a height-adjustable handle and a large break lever, this rollator provides a safe and comfortable way to move around inside the airport.
It also features a basket that functions as both a seat and a compartment for your belongings.
If you would like to use a rollator, please let a member of our counter staff know on your departure date.
(This service cannot be reserved in advance.)

Available at the following airports
  • 50 domestic airports in Japan

Electric Cart

Electric carts are available at Haneda Passenger Terminal 2 for passengers who are not comfortable walking to the boarding gate. Please inform the counter staff directly, because advance reservations are not accepted.

  • * Available from 8:00 to 19:00.

Protective Cases and Covers for Wheelchairs

We will handle your wheelchair with the utmost care and place it into or under one of our ANA original protective cases or covers.

  • This service cannot be reserved in advance.
  • This service is available for manual, foldable wheelchairs only.
  • Please note that this service may not be available depending on the number of covers remaining and the shape of the wheelchair.
  • This service is available for ANA-operated flights only.

Equipment to Assist with Boarding

OMOTENASHI GUIDE

OMOTENASHI GUIDE. Available here! QR code

If you download the app, you can document the announcement that is flowing at the boarding gate and display it on your smartphone.

In addition to Japanese, English, Chinese, and Korean are also supported, and can be translated and displayed in the language of your choice.

  • * This service is available at departure gates for domestic airports in Japan.

What is a "OMOTENASHI GUIDE"?

  • * From here, you will be redirected to an external site.
Available at the following airports
  • 50 domestic airports in Japan

Boarding Gates

This boarding gate is wide enough for passengers using wheelchairs, strollers, and walking aids to pass through.

Available at the following airports
  • 50 domestic airports in Japan

Stepless boarding bridge

This is a boarding bridge with no steps. People in wheelchairs can cross smoothly.

Boarding Ramp

This ramp is used to assist customers with boarding.

Available at the following airports
  • 50 domestic airports in Japan

Assisted Stretcher

Assisted stretchers are used at airports at which passenger boarding lifts or wheelchair stair lifts are not available or equipped.
You can stay seated while the staff will take you up and down the stairs and to your seat in the cabin.

Available at the following airports

Sapporo (New Chitose), Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Itami), Osaka (Kansai), Osaka (Kobe), Fukuoka, Okinawa (Naha), Wakkanai, Okhotsk Monbetsu, Memanbetsu, Asahikawa, Nemuro Nakashibetsu, Kushiro, Hakodate, Aomori, Odate-Noshiro, Akita, Shonai, Sendai, Fukushima, Hachijojima, Niigata, Shizuoka, Toyama, Komatsu, Noto, Okayama, Hiroshima, Iwakuni, Yamaguchi Ube, Tottori, Yonago, Hagi-Iwami, Takamatsu, Tokushima, Matsuyama, Kochi, Saga, Oita, Kumamoto, Nagasaki, Tsushima, Goto Fukue, Miyazaki, Kagoshima, Miyako, Ishigaki

Specifications
  • Seat width: Approx. 38 cm
  • Seat depth: Approx. 26.5 cm
  • Seat height: Approx. 52 cm
  • Height: Approx. 136 cm
  • Seat back height: Approx. 84 cm

Passenger Boarding Lift

This is a dedicated airport vehicle equipped with a lifting device. When boarding is conducted using boarding stairs, the passenger boarding lift can be used to elevate the customer in a wheelchair directly to the aircraft door.

Available at the following airports

Sapporo (New Chitose), Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Itami), Osaka (Kansai), Fukuoka, Okinawa (Naha)

Passenger Boarding Stairs Equipped with Wheelchair Stair Lift

The wheelchair stair lift allows wheelchairs to be lifted over the boarding stairs.

May not be available with certain aircraft types.

Available at the following airports

Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Itami), Fukuoka, Okinawa (Naha), Rishiri, Hakodate, Okayama, Matsuyama, Kumamoto, Miyako, Ishigaki

Powered Stair Climbing Device (S-Max)

This is an option for boarding the aircraft if a passenger boarding lift or wheelchair stair lift is not available. S-Max with its driving function enables smooth boarding as it assists in the ascending and descending of stairs and moving to the seat in the cabin while as state of customer seating.

Available at the following airports

Tokyo (Narita), Osaka (Itami), Okhotsk Monbetsu, Sendai, Fukuoka

Wheelchair Types and Wheelchair-Accessible Facilities

Wheelchair Types

Seats with Movable Armrests

In the cabin, some aisle seats have movable armrests to make it easier to move between a wheelchair and the seat.

Please inform us if you would prefer a seat with a movable armrest, since the locations of these seats vary by aircraft and not all aisle seats have a movable armrest.

Cabin Wheelchair

Cabin wheelchairs are available for use on board. Please ask cabin attendant for assist when needed.
You cannot activate the wheelchair brake by yourself.

Specifications (New Type):
  • Seat width: Approx. 31 cm
  • Seat depth: Approx. 33 cm (Cushion not included)
  • Seat height: Approx. 42 cm
  • Height: Approx. 87 cm
  • Seat back height: Approx. 41 cm
  • Available on all aircraft used.

Wheelchair-Accessible Facilities

Some aircraft are equipped with a cabin wheelchair accessible lavatory. Please ask cabin attendant for assist to/from the lavatory when needed.Assistance is not provided inside the lavatory.

  • Available on all aircraft used, except for the B737-800 and the De Havilland Canada Dash 8-400.

Communication Tools

ANA Communication Board

We have installed a communication board to the mobile terminals owned by cabin attendants and are using it to communicate with deaf and speech-impaired customers, and foreign customers. There are 17* language options available.

  • * 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

The linguistic assistance is not just textual but can also provide audio responses and handle a range of passengers, including those with disabilities.

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.

Guidance in Braille / Large Font

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

Some of the essays published in "TSUBASA-GLOBAL WINGS" are available in Braille and audio (Readings by cabin attendants) for free of charge to enjoy on cabin.

  • Reservation in advance is required (Until 7 days before boarding date)
  • In Japanese only
  • Due to limited stock, it is not always available
  • The audio version of the program is available in flight entertainment program "AUDIO BOOK-TSUBASA GLOBAL WINGS-" without prior reservation.

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)

Cabin Stretcher and Upper Body Restraints

Cabin Stretcher

When Used

Stretchers are attached to the top of the seats. The location of the stretcher will vary according to the aircraft. With exceptions of some aircraft types, curtains are available and can be used except during takeoff and landing.

As the passenger will be strapped in for safety, they will not be able to change positions or go to the lavatory. Medical equipment will be placed on the seats beneath the stretcher. Please refer to Customers Requiring a Stretcher for information regarding the reservation.

Specifications:
  • Length:Approx.180cm
  • Width:Approx. 40cm
  • Height: Approx.96cm

Assist Seat

Assist Seats for customers who have difficulties in keeping a seated position are available free of charge.

  • We offer three sizes, S, M, and L, according to your physique.
  • Reservation in advance is required
  • It may not be available in the seats of some aircrafts.

Please refer to Customers Requiring an Assist Seat / Support Belt for information regarding the reservation.

Support Belt

A support belt is a supplementary belt designed to hold the upper body. Support belts are available free of charge for customers who experience difficulty in maintaining an upright seated position for reasons such as a disability.

  • Lending the vest type and belt type as one sent.
  • Reservation in advance is required.
  • It may not be available in the seats of some aircrafts.

Please refer to Customers Requiring an Assist Seat / Support Belt for information regarding the reservation.

Pillow/Blanket

Pillows and blankets are borrowed free of charge to stabilize the sitting position by inserting the body into the gap between the seats.

  • Reservation in advance is required

Please refer to Customers Requiring an Assist Seat / Support Belt for information regarding the reservation.

Leg Support Stand

Due to the handicaps with illness, bone fracture or some disabilities, ANA can provide "The leg support stand" for customer who has difficulty to sit with keeping the foot on the floor.

  • Reservation in advance is required
  • Only available on Japan domestic flights (operated by ANA)
  • It cannot be used during take-off and landing, Also please be aware that you may withhold to use it due to flight condition for safety reasons.
  • It may not keep to fully-stretch your leg depending on the aircraft type.

Medical Equipment/Medicine

ANA Rental Oxygen Cylinder (Paid Service)

Japan Domestic Flights

Reservation in advance is required.

  • Reservation: 48 hours prior to departure
  • Fee: JPY3,000 per flight sector (regardless of number of cylinders)
  • Capacity: 400 liters/cylinder

Oxygen flow setting can be adjusted in the range of 0.25-6.0 liters per minute.

International Flights

Reservation in advance is required.

  • Reservation: 96 hours prior to departure
  • Fee: JPY10,000 per cylinder
  • Capacity: 360 liters/cylinder

Oxygen flow setting can be adjusted in the range of 0.25-5.0 liters per minute.

For how to use an oxygen cylinder, please refer to Instructions for Oxygen Cylinders:

Passengers wishing to rent oxygen tanks need to submit a Medical Information Form (MEDIF) in advance. The number of rental oxygen cylinders will be prepared according to the amount of oxygen required by the customer as stated by the physician on the MEDIF.

Download the form here.

Intravenous Drip Hook

Intravenous drip hook for customers who take intravenous drip, nutritional supplements, etc., are available free of charge.

Reservation in advance is required.

  • Japan Domestic Flights: 48 hours prior to departure
  • International Flights: 96 hours prior to departure

Medical/ First Aid Kit (First-aid Tools)

The cabin is equipped with medical equipment to be used for providing first aid to injured passengers.

Medical Equipment:

Stethoscope, digital sphygmomanometer, resuscitator (pocket mask, ambu bag), pulse oximeter, etc.

In addition, other commonly used over-the-counter medicines are available for sick passengers.

Over-the-counter Medicines:

Motion sickness medicine, painkillers, digestive medicine, etc.

We recommend that you bring your own medication.

Doctor's Emergency Kit (First Aid Tools)

The cabin is equipped with medical supplies that can be used by volunteer physicians in the event of an in-flight medical emergency.

Medical Supplies:
  • Infusions/Injections: Normal saline, 20% glucose, adrenaline, atropine, hydrocortisone sodium phosphate, etc.
  • Oral Medicine: Nitroglycerin, d-Chlorpheniramine Maleate, etc.
Medical Equipment:
  • Apparatus for ligature and suture*, syringe, infusion set, Nelaton catheters*, etc.
  • Medicines and medical supplies are loaded onboard in accordance with the Enforcement Regulations of the Civil Aeronautics Law.
  • *International flights only

Resuscitation Kit

CPR (cardiopulmonary resuscitation) kits that include medical instruments needed for removing foreign objects away from the airways are loaded on all international flights.

Medical Equipment:

Endotracheal intubation apparatus, Blood Glucose Meter Set, aspirator, etc.

  • These medical instruments are to be used by physicians and are loaded on board in accordance with the Enforcement Regulations of the Civil Aeronautics Law.

Automated External Defibrillator (AED)

To further strengthen our emergency response system on board, all aircraft are equipped with AED-a medical device that can send an electric shock to the heart and eliminate ventricular fibrillation caused by myocardial infarction and other symptoms.

The AEDs currently loaded on board are equipped with a function that can monitor heart rhythms. The bright color liquid crystal display screen on the AED displays the electrocardiogram waveforms, enabling accurate analysis of passenger symptoms.

Other device

Extension belts

This belt can be used to extend the seat belt attached to a seat.
It can be used to secure medical equipment to seats or for passengers with large bodies.
For details, please contact the ANA Disability Desk.

Please return extension belts provided onboard to a cabin attendant when you deplane.

  • * You are not allowed to use your own extension belts brought by yourself.

If you have any questions or concerns, please contact the ANA Disability Desk.