Frequently Asked Questions (FAQ)

FAQ About Customers with Disabilities

This page provides answers to frequently asked questions.

Customers with Walking Disabilities

Q: I cannot walk long distances due to my age. Is it possible to borrow a wheelchair at the airport?

A: Wheelchairs are available for use at the airport. Please request at the check-in counter.

For more information, please refer to Customers with Walking Disabilities.

Q: Can I check in my electric wheelchair?

A: Yes, you can check in your wheelchair free of charge. Please inform the ANA Disability Desk of the wheelchair size, weight, and type of battery. For more information, please refer to Customers with Walking Disabilities.

Q: Can I bring a cane or crutches on board?

A: Yes, you can bring canes and crutches on board (except for those with sharp ends).

Please stow your cane somewhere easily accessible for you such as under the seat. As for crutches, a cabin attendant will take care of them.

Customers Carrying Medical Equipment on Board

Q: Can I use an oxygen supply inside the cabin?

A: Medical oxygen cylinders are allowed on board (except for flights to and from the US). Rentals are also available (fee applies). If you wish to use a medical oxygen cylinder on board, you need to issue a Medical Information Form (MEDIF).

For more information, please refer to Customers with Medical Requirements.

Q: I have sleep apnea syndrome. Can I use my CPAP*1 machine on board?

A: Please contact the ANA Disability Desk in advance to confirm whether your CPAP machine is eligible for usage on board. Please provide the manufacturer, product name, model number, size, and the type of battery. For more information, please refer to Customers with Sleep Apnea Syndrome (SAS).

 The usage of the electric power outlet of aircraft seats is allowed only with CPAP machines which are approved by ANA. Customers with Sleep Apnea Syndrome (SAS).

  • *1.
    CPAP (Continuous Positive Airway Pressure) is equipment to treat sleep apnea syndrome.

Q: Can I use an inhaler or other medical electronic devices on board?

A: Please contact the ANA Disability Desk in advance to confirm whether your device is eligible for usage on board. Please provide the manufacturer, product name, model number, size, and the type of battery. For more information, please refer to Customers with Medical Requirements. Please note that medical devices are not allowed to be used with the electric power outlet of aircraft seats as they do not provide a stable flow of electric power.

Q: Can I bring my insulin syringes (injection needle) or EpiPen on board?

A. Yes, you can carry on and use personal insulin syringes and medicine on board.

While you can bring medical syringes on board without advance declaration or issuing a Medical Information Form (MEDIF), we recommend you to prepare a document explaining the content and purpose (medical prescriptions, certificate from doctor, diabetic patient ID card, etc.) to go through the security check smoothly. For more information, please refer to Customers Carrying Self-administered Medical Syringes for Use on Board.

Customers usually using Autoinjectors (Injection Needles) and portable medical devices such as Insulin Pumps on Board

Customers with Implanted Cardiac Pacemakers or Metal Implants

Q: I have an implanted cardiac pacemaker. Is there anything I should be aware of when flying?

A: There is no need to notify us of your condition in advance. However, please inform the security inspector at the security checkpoint that you have a pacemaker. For more information, please refer to Customers with Implanted Cardiac Pacemakers or Metal Implants

Q: I have a metal implant in my leg. Is there anything I should be aware of when flying?

A: There is no need to notify us of your condition in advance. However, please inform the security inspector at the security checkpoint that you have a metal implant. For more information, please refer to Customers with Implanted Cardiac Pacemakers or Metal Implants

Customers with Medical Requirements

Q: I have an ostomate. Can I bring scissors on board?

A: Even for medical purposes, scissors are restricted items and not allowed to be carried on board. Please prepare it cut in advance.

Q: I have asthma. Is there anything I should be aware of when flying?

A: It depends on how severe your condition is so please consult your physician in advance. You may bring your inhaler on board. However, the in-flight environment may affect your health. For more information, please refer to Cabin Environment.

Q: Can I have my peritoneal dialysis (CAPD) before boarding and during the flight?

A: There are some airports with a clinic but special facilities for dialysis are not available. Please confirm directly with the airport and make necessary preparations in advance. We do not recommend doing a dialysis on board because of the concentrated air and lack of space.

Consult your doctor and contact the ANA Disability Desk in advance if you wish to have a dialysis on board.

Q: My child has an infectious disease. Are we allowed to fly?

A: Your child is not allowed to fly if it has a contagious disease listed in the School Health and Safety Law not allowing attendance at school such as mumps or rubella and the restrain period has not yet passed. However, should your physician determine that your child is no longer contagious, they may be allowed to fly so please consult your doctor. In this case, you may be asked to issue a Medical Information Form (MEDIF).

For more information, please refer to Medical Information Form (MEDIF).

Q: I am suffering from influenza. Am I allowed to fly?

A: You are not allowed to fly if you have a contagious disease listed in the School Health and Safety Law not allowing attendance at school and the restrain period has not yet passed. However, should your physician determine that your child is no longer contagious, they may be allowed to fly so please consult your doctor. In this case, you may be asked to issue a Medical Information Form (MEDIF).

For more information, please refer to Medical Information Form (MEDIF).

Q: I have panic disorder. Can I fly?

A: We understand that you are concerned. There are many things that could trigger and result in panic attacks (insecurity, fear, palpitations, trouble breathing, hyperventilation, vertigo) during a flight. Please consult your physician to see if you are fit to fly and what to do should you have a panic attack while on board. Make sure to carry effective medication. If you are unable to take the medicine yourself, we suggest that you have an escort with you. We can also arrange your seating so please let us know when you make your reservation.

Q: Can I bring my medication on board?

A : You can carry your medication on board. We recommend that you bring a document with information about your medication, such as your medication booklet, the medication label, a copy of your prescription, or a doctor's certificate.

Q: I cannot remain in an upright seating position. Can I still fly?

A: All customers are required to take an upright seated position with the seat belt fastened during takeoff and landing.

Assistive equipment helps customers to sit upright, and is available free of charge for those who are worried about keeping their upper body in place while flying on an aircraft. Furthermore, you may be able to use your own assistive equipment inside the cabin, so please let us know if you would like to do so.

Customers with Limited Ability to Sit

Q: I am allergic to peanuts.

A: ANA strives to not select or use peanuts as an ingredient for in-flight meals and drinks on ANA Group-operated Japan*2 domestic and international flights. However, there is a possibility that the meals and drinks may be exposed to peanuts or peanut by-products (such as peanut oil) during preparation or manufacturing.

For more information refer to ANA Policy Regarding Customers with Peanut Allergies.

  • *2.
    Excludes codeshare flights. Please consult the operating airline for code-share flights.

Others

Q: Can I bring my assistance dog on board?

A: Yes. Assistance dogs including guide dogs, hearing dogs, and mobility assistance dogs can be brought on board free of charge. For US, Canada and Mexico flights, service dogs besides guide dogs, hearing dogs and mobility assistance dogs (e.g. Alert dogs, Psychiatric Service dogs and Emotional Support dogs) can be brought on board if the conditions are met.

Customers with Assistance Dogs

Q: I am pregnant. Is there anything I should be aware of when flying?

A: If you are going to travel within 28 days of your due date, you need to issue a Medical Information Form (MEDIF). For more information, refer to Pregnant women (International Flights).

If the above condition does not apply to you, there should be no problems in flying; however, please be aware of the cabin environment and the time you fly. Consult your physician in advance to ensure that you are fit to fly.

For information regarding the environment on board, see Cabin Environment.

Q: Is my sick infant allowed to board?

A: Please consult the ANA Disability Desk about your baby’s condition in advance. Should you need an incubator or other medical equipment, please contact the ANA Disability Desk. For more information, please refer to Customers with Medical Requirements.

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