Customers with Hearing and Speech Disabilities

Customers with Hearing and Speech Disabilities

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


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.)


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.

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.


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

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 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.


QR code

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

a 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.


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.


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