Customers with Visual Disabilities

Information for Customers with Visual Disabilities

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


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.


Customers who need assistance when having their meal or using the lavatory are asked to travel together with an escort.

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.


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.

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.


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.


Frequently asked questions about Customers with Visual Disabilities

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