Customers with Walking Disabilities

Information for Customers with Walking Disabilities

This page provides information about borrowing and checking in wheelchairs as well as mobility assistance.

Reservations

Please inform our staff at the ANA Disability Desk about your level of mobility and wheelchair specifications by using the level of mobility checklist.

We will help you get to your connecting flight within the same terminal. Please let us know if you have a connecting flight when making a reservation or checking in.

Support belts and assist seats are available for customers who have difficulty in maintaining an upright sitting position.
Use of a stretcher is available for customers who are unable to sit upright in an aircraft seat.

A service for registering the special assistance you need for boarding is available for ANA Mileage Club members. Use this service to enjoy a smoother reservation process by simply providing your AMC membership number. For details, please see "Special Assistance Information Registration Service."

Passengers Traveling with Personal Wheelchairs

  • As a general rule, your wheelchair and other similar assistive devices for disabled passengers' own use are not counted toward the Free Baggage Allowance and can be checked in as checked baggage at the airport counter free of charge. We will assist you in moving to the aircraft using our wheelchair.
  • Upon your request, you can also use your own wheelchair until near the aircraft entrance, and then have it checked in by our staff. Due to weather and airport facility-related conditions, we may not be able to accommodate your requests.
  • For your safety, our staff may need to check the size of your wheelchair, battery specifications and other items at the airport counter on the day of departure. We thank you for your understanding.
Checked Personal Wheelchairs

If you are checking in your own wheelchair, we will ask for information about your wheelchair to ensure that we can assist you smoothly.

Passengers checking in manual wheelchairs

  • Wheelchair size (depth, width, height)
  • Wheelchair weight
  • Whether the wheelchair is foldable

You can also register this information on the Support Information entry screen in Reservation Confirmation when making your reservation online.

Passengers checking in electric wheelchairs

  • Wheelchair size (depth, width, height)
  • Wheelchair weight
  • Whether the wheelchair is foldable
  • Wheelchair batteries (type, wattage, removable or non-removable)
  • Spare batteries (whether they are included, quantity, type, wattage)

To reduce the time required for procedures at the airport, please check the size and weight of the wheelchair you wish to check in, and the type and insulation method of the batteries used, in advance.

Passengers checking in sports wheelchairs

Customers who are going to participate in sport competitions can also check in their sports wheelchair free of charge. If depending on the aircraft type, loading in the cargo department is not possible due to the size of the wheelchair, you may be asked to send it separately.

Please measure the length, width and height of your sports wheelchair, and inform our staff at the ANA Disability Desk.

Electric Wheelchair Batteries

Notice

Due to the request of Dangerous Goods regulation of IATA, it’s regulated since January 1, 2021 to qualified individuals with disabilities using battery-drive wheelchairs that the customers should self-identify the type of battery equipped to the wheelchair.

Battery Type

Batteries that are built into the wheelchair body and spare batteries must be insulated when transported.

Lithium-ion battery (including lithium polymer battery)

Battery example

Lithium-ion battery (including lithium polymer battery)

Correspondence table

  • * The symbol "〇" indicates "allowed" and the symbol "×" indicates "not allowed".
Battery built into the wheelchair body
  Carry-on Checked baggage Wh limit
Removable type × Up to 300 Wh
Non-removable type × No restrictions
Spare batteries
  Carry-on Checked baggage Quantity Restriction
300 Wh or more × × ×
160 Wh or more 300 Wh or less × Up to 1 piece
160 Wh or less × Up to 2 piece
Dry batteries (NiMH or NiCd batteries)

Battery example

Dry batteries (NiCd batteries)
Dry batteries (NiMH batteries)

Correspondence table

  • * The symbol "〇" indicates "allowed" and the symbol "×" indicates "not allowed".
  Carry-on Checked baggage Quantity Restriction
Battery built into the wheelchair body × ×
Spare batteries × Up to 2 piece
Shielded batteries (non-spillable batteries, gel batteries, etc.)

Battery example

Shielded batteries
Non-spillable batteries

Correspondence table

  • * The symbol "〇" indicates "allowed" and the symbol "×" indicates "not allowed".
  Carry-on Checked baggage Quantity Restriction
Battery built into the wheelchair body × ×
Spare batteries × Up to 1 piece
Non-shielded batteries (spillable batteries, etc.)

Battery example

Shielded batteries
Spillable batteries

Correspondence table

  • * The symbol "〇" indicates "allowed" and the symbol "×" indicates "not allowed".
  Carry-on Checked baggage Quantity Restriction
Battery built into the wheelchair body × ×
Spare batteries × × ×
  • IMASEN ENGINEERING CORPORATION
  • SAITO KOBO LTD
  • Sunrise Medical Japan Co.,Ltd.
  • SHOWA BOEKI CO., LTD. (Products of INVACARE and C.T.M.)
  • Sewa International Gk
  • NISSIN MEDICAL INDUSTRIES CO., LTD.
  • PERMOBIL K.K.
  • Yamaha Motor Co., Ltd.
  • MIKI CORPORATION
  • SUZUKI MOTOR CORPORATION
  • ATEX CO.,LTD.
  • IMASEN ENGINEERING CORPORATION
  • Kubota Corporation
  • SERIO CO.,LTD.
  • FRANCE BED CO.,LTD.
  • Yamaha Motor Co., Ltd.
  • MIKI CORPORATION
  • * The above page was created in cooperation with the Japan Association of Wheelchair and Seating, 電動車いす安全普及協会 (No English name), and various wheelchair manufacturers.

Measuring the Personal Wheelchair to be Checked In

Please inform our staff about the size of the wheelchair you are checking in (depth, width and height). Wheelchairs of a certain size may not be checked in as cargo space varies depending on the aircraft. We may accept your wheelchair if height and size are adjustable by removing the headrest and/or footrest or by reclining. Please see below for cargo compartment size by aircraft type.

In the case of a reclining wheelchair, length1 and height1 mean the overall length and height of the wheelchair.Length2 and height2 mean the overall length and height of the wheelchair when reclined.
In the case of a reclining wheelchair, length1 and height1 mean the overall length and height of the wheelchair.Length2 and height2 mean the overall length and height of the wheelchair when reclined.
Cargo Compartment Size(Average)
  • * The symbol "-" indicates that there are no restrictions.
Aircraft Types Height Depth Width
773/772/789/78P/76P 149cm 140cm 142cm
321/320 92cm 140cm 143cm
738/73P/73X 85cm - 121cm
Q4A 149cm - 127cm
  • * When operated by small size aircrafts operation(A321/320, 738/73P/73X, Q4A), loading may not be possible due to limited ceiling height of cargo compartment even if the items meet the specification stupulated size.
  • * As it may not be possible to load heavy electric wheelchairs or sport wheelchairs on aircraft depending on aircraft type and airport facilities, please contact the ANA Disability Desk in advance.
  • * Please contact the manufacturer for the durability of your wheelchair.

Seat Preferences

Some aisle seats have movable armrests for easy seating. Please inform us if you prefer a seat with a movable armrest, since not all aisle seats have movable armrests. We also accept requests for seats close to the lavatory or other seat preferences.

However, we may not be able to accommodate your request depending on seat availability.

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.

Seating Arrangements for Customers with Disabilities

Escort

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.
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.

  • * For some aircraft models, passengers who have difficulty in traveling alone may not be able to board without an escort, please inquire in advance.

Codeshare Flights

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.

Traveling with Mobility Assistance Dogs

For further information, please refer to Customers with Assistance Dogs

Boarding

Please check in your personal wheelchair at the check-in counter. During boarding procedures, we may need to re-measure the wheelchair size due to airport facility-related conditions.

Upon your request, you can also use your own wheelchair at departure until near the aircraft entrance, and then have it checked in by our staff. We will return your wheelchair to you near the aircraft entrance on arrival. However, due to weather and airport facility-related conditions, we may not be able to accommodate your requests.

Airport wheelchairs are available at all airports. Some airports also offer larger wheelchairs and reclining wheelchairs. Due to the limited quantity available, please inform our staff at the ANA Disability Desk in advance if you wish to use the service. Please refer to Service Equipment (Airport Wheelchair) for more details.

Notes

ANA wheelchairs are available at the check-in counter. As ANA wheelchairs are not available at the airport drop-off area, please have an accompanying person notify the ANA staff at the counter that you will require a wheelchair.
At some airports, the airport building or airport management company provide assistive services to meet customers at the drop-off area with a wheelchair.
Please inquire at the airport information desk of the departure airport.

Protective Cases and Covers for Wheelchairs

We will handle your wheelchair with the utmost care and place it into or under one of our ANA original protective cases or covers.

  • This service cannot be reserved in advance.
  • This service is available for manual, foldable wheelchairs only.
  • Please note that this service may not be available depending on the number of covers remaining and the shape of the wheelchair.
  • This service is available for ANA-operated flights only.

International Flights

  • * On ANA-operated international flights, we can accept one manually operated, foldable wheelchair per flight to be carried on board.
  • * Please note that some aircraft may not be able to accommodate storage of the wheelchair on board due to space limitations.

Security Checks

For safety reasons, all customers must undergo 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 available.

To support your boarding, we will assist you with ascending or descending stairs and moving inside the cabin. Some airports are equipped with special boarding access facilities such as passenger boarding lifts, wheelchair stair lifts, assisted stretchers, boarding ramps, and wheelchair stair climbing devices. Please refer to Service Equipment for more details. Please also confirm the points to note when making a reservation.

Approximate Time of Arrival to the Airport

Please arrive early at the airport in order to allow enough time for necessary procedures.

If you wish to check in an electric wheelchair or a non-foldable wheelchair, please note that these may be visually checked at the check-in counter.

Japan Domestic Flights

60 minutes prior to the departure time

International Flights

120 minutes prior to the departure time

On Board

Seating Position at Takeoff and Landing

During takeoff and landing, all customers must keep their seats in an upright position and fasten their seat belts.

We provide Devices to Help Maintain a Sitting Position to customers who have difficulty in keeping a seated position.

Cabin Wheelchair

Cabin wheelchairs are available for use on board. Please ask a cabin attendant if needed.

Service Equipment (Cabin Wheelchair)

Cabin Wheelchair Accessible Lavatory

Some aircraft are equipped with a cabin wheelchair accessible lavatory. Please ask cabin attendant for assist to/from the lavatory when needed. Assistance is not provided inside the lavatory.

Service Equipment (Wheelchair-accessible Lavatory)

Canes and Crutches

Canes and crutches can be carried on board (except for those with sharp tips).
Please store the cane horizontally under the seat in front of you. Depending on the shape of the cane and the conditions around the seat, it may be stored in the overhead storage or kept by the cabin attendant.

For crutches, the cabin attendant will keep it for you.

Furthermore, a leg support stand is lent free of charge to customers who have difficulties in sitting with their feet on the floor due to reasons such as illness, a fracture, or disability.

Service Equipment (Leg support stand)

Arrival

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 by an airport wheelchair to the arrival lobby or to the person who will meet.

If you have checked in a wheelchair before departure, it will be returned to you at the baggage claim and our staff will assist you to your wheelchair.

If you decided to check in your wheel chair close to the door of the aircraft, it will be basically returned to you at the door of aircraft, or can be returned at the baggage claim area of the arrival airport as your request.