Assistance for elderly passengers
We will provide assistance to seniors in various situations for their safe and pleasant journey.
How to make a reservation and other procedures
Preparations before Departure
Seats
When purchasing a fare eligible for Advance Seat Reservation*, you can select your seat(s) on the ANA Website or through the ANA Domestic Reservation and Customer Service Center.
- * From 3 days prior to (and including) your boarding date, passengers cannot choose seating until tickets have been purchased.
- * We may not always able to honor your seat request because the number of seats are limited.Please note that your assigned seat may change due to change in aircraft or other reasons.
At the Departure Airport
We provide all necessary help, including guiding you to the boarding gate at departure and guiding you to the person picking you up at arrival.
It is possible for people seeing you off to accompany you to the boarding gate. Please speak to a member of airport staff if you would like them to be able to do this.
- * Due to security reasons, only 1 person is permitted to accompany the passenger to the boarding gate.
Airport Support: Please reserve in advance by phone (by 24 hours prior to departure)
Airport support is available from the check-in counter to the boarding gate (to the lounge for passengers eligible to enter the lounge) for passengers 65 years of age or older traveling alone.
To make a reservation, please contact ANA International Reservation and Information Center.
See ANA Airport Support for details.
Wheelchair rentals
Wheelchairs are available at all airports. Reclining wheelchairs and narrow aisle wheelchairs to reach your seat on the airplane are available at some airports.
Electric carts (only in Haneda Airport Terminal 2)
(Available time) 8:00AM-7:00PM
Passengers who have difficulty walking to the boarding gate can use electric carts in the Departure Gate Area in Haneda Airport Terminal 2.
Please ask counter staff for the service on the boarding date.
- * Electric carts are limited in quantity and subject to certain restrictions.
Pre-boarding Service
When boarding, we guide elderly passengers who require help before guiding other passengers.
If you wish to use this service, please contact ANA's boarding gate staff at your earliest convenience.
- * This service may not be available due to flight status.
Inside the Cabin
Lending of cabin wheelchairs
Our aircrafts are equipped with a cabin wheelchair for your convenience on board.
Please do not hesitate to ask our cabin crew.
- * Flights operated by Oriental Air Bridge are excluded.
Reliable service in the cabin
We will gladly assist you with stowing your luggage. Please feel free to ask our cabin crew.
Please do not hesitate to contact our cabin crew if you need further assistance.
At the connecting or arrival airport
Airport Support: Please reserve in advance by phone (by 24 hours prior to departure)
ANA provides special assistance at the airport to passengers 65 years of age or older who are traveling alone.
To make a reservation, please contact ANA International Reservation and Information Center.
When connecting
Airport staff will escort passengers from the disembarking gate to the check-in counter or the boarding gate for a connecting flight. (If the connecting flight will depart from a different terminal, airport staff will escort them to the shuttle bus area).
At the arrival airport
Airport staff will escort passengers from the disembarking gate to the arrival lobby or passenger pick-up area.
See ANA Airport Support for details.
Other Services
Support Taxi
NIHON KOTSU Support Taxi
Customers using Haneda Airport
With Nihon Kotsu's Support Taxi service, elderly passengers will be collected by a highly experienced driver who will also accompany them inside the airport for greater peace of mind.
- * This service is not available for Japan Air Commuter and Amakusa Airlines-operated flights, or flights departing from/arriving at Obihiro Airport, Kitakyushu Airport, Iki Airport, and Haneda Airport Terminal 1, including connecting flights.
- * In addition to the pick-up charge, an airport escort charge will be payable.
Notes on Using the Service
Note to passengers using a wheelchair
- Since cabin storage space is limited, you will be asked to check your own wheelchair at the counter. If you use ANA's wheelchair service, we will assist you in moving to your seat. Please let us know if you would like to use your own wheelchair to/from the aircraft.
- If you use an electric wheelchair, please let us know the size, weight and type of battery when you book your flight.Also, please check-in at least 60 minutes prior to your departure.
- * There are certain limitations by law for checking in/carrying on electronically powered wheelchairs equipped with lithium ion batteries. Please review Spare Electric Wheelchair Batteries before your trip.
Note to passengers using walkers (e.g., rollators)
Walkers in excess of the carry-on baggage size restrictions cannot be taken on board. Please check in such walkers at the check-in counter.
We also have "Handy Walk" rollators (walking aids) available to borrow for use inside the airport. Please let a member of staff know if you wish to use one. (Due to the limited quantity available, there may be occasions when we cannot provide you with a rollator.)
Contact
For passengers who require assistance
The ANA Group provides assistance to passengers with physical difficulties such as sickness, injury, or disability, as well as passengers requiring other assistance (Pregnant, elderly, traveling with infants or small children, children traveling without an accompanying adult, traveling with pets) so that they can enjoy a safe and comfortable flight.
