Information for Customers with Visual Disabilities
This page provides information about equipment and services for customers with visual disabilities.
Reservations
Please feel free to inform us if you need any assistance.
Guide Dogs (Seeing Eye dogs)
International Flights
For international travel, entry/exit requirements for assistance dogs vary by country/region. Customers are requested to prepare all necessary documents (export quarantine certificate, health certificate, import certificate, etc.) for import/export of animals in advance by checking with the quarantine station, embassy, etc. in the country/district of departure and destination.
If you are entering/leaving Japan or transferring to/from Japan, please check the Ministry of Agriculture, Forestry and Fisheries website "Animal Quarantine Service" and the Ministry of Health, Labor and Welfare website "Information for Assistance Dog Users Traveling from Abroad".
Customers traveling to or transiting in Hong Kong with assistance dogs are required to apply for a special permit from the Agriculture, Fisheries and Conservation Department (AFCD) in Hong Kong prior to travel. It may take up to two weeks from application to approval.
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.
Escort
If any of the following applies to you, you are requested to have an escort ride in the seat next to you.
(Guide dogs are considered as escort.)
- 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
When using codeshare flights, the rules and services of the operating carrier apply. Please contact each company for details. For details, please refer to "For Codeshare Customers".
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
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.
Braille version of the in-flight magazine "TSUBASA - GLOBAL WINGS"
Some of the essays published in "TSUBASA - GLOBAL WINGS -" are available in Braille for free of charge to enjoy on cabin.
- 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.
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 , A380-800
Domestic Flight: A321neo / B787-9 (375seats) / B787-10 / B777-200 (392seats)
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.
Arrival
Upon request, we will escort you to the arrival lobby or meeting point. Please notify the airport staff prior to your departure, and remain in your seat until our staff arrives to assist you.