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Customer Conditions

For groups of more than 10 customers who need assistance, please make sure to contact the ANA Disability Desk. We may need to make some arrangements in advance for example assigning additional staff and reserving enough room in the cargo compartment to store the checked wheelchairs in accordance with their number and size.


We also ask for your understanding that even if you travel with an escort and do not need assistance from a member of staff that the check-in procedures may take some time as we need to confirm your seats. If you inform the ANA Disability Desk in advance, we will confirm the content of the assistance you need in advance and hand over the information to the airport staff.

The following customer requires to contact the ANA Disability Desk in advance.

  • Customers who requires an oxygen cylinder, portable oxygen concentrator (POC) or respirator on board. (Physician's permission for boarding and Medical Information Form (MEDIF) are required.)

  • Customers who requires a stretcher (MEDIF is required).

  • Customers who requiries an incubator (MEDIF is required).

  • Groups of more than 10 customers who need assistance

  • Customers accompanied with Emotional Support dog/Psychiatoric service dog

In addition, it is recommended for following customer to contact the ANA Disability Desk in advance for smooth handling.

  • Customers who requires other medical equipment on-board

  • Customers who requires special medical treatment on-board

ANA Sorapass Class (Flight Support Class)

ANA Sorapass Class is available for students and staff at special schools who either will be or are considering flying with ANA for a school excursion, group holiday, or similar. The lecture is designed to remove any pre-travel anxiety they may have so they can enjoy a comfortable journey. An ANA Group staff member will visit the special school to deliver the class before they set off on their trip. Please see ANA Sorapass Class (flight support class) for futher details, and go to the application screen to make a request for the lecture to be delivered at your school.

ANA’s Original Sorapass Book

For first time customers and customers who have concerns about the unfamiliar boarding environment, we have created the Sorapass Book. For details please refer to ANA’s Approach.


ANA’s Approach

  • Sorapass: Your Passport to a Trip in the Skies


Confirmation at Check-in Counter (or Group Counter)

A member of staff will check the information you provided in advance about the special assistance that will be needed. The items below will be confirmed in accordance with the name list.

Items to Be Checked

  • Any change in passenger names, age, or the number of persons in the group

  • Accompanying infants

  • Checked baggage

  • Seat number of the customers who need assistance and their escorts

  • Boarding time and procedures.

  • Size and battery of wheelchairs, details on medical equipment, required assistance, etc.

Since it may need some time to check all the information, especially when there are many customers who need assistance, you may be asked to come to the airport well in advance. We kindly ask you to come to the check-in counter no later than the time you have been informed of.


Information about the necessary assistance will be handed over to the staff at the arrival airport. Each customer is required to check in their own baggage. Pre-boarding service is available for customers in wheelchairs and also for customers who may need some extra time when boarding. Please notify us if you wish to use our pre-boarding service.

Points to Note Upon Boarding

Each person will be required to go through the security check one by one. As the security check may take some time, please come to the security checkpoint well in advance. Please use the restrooms prior to boarding. If necessary, ask the airport staff for the locations of wheelchair-accessible lavatories.


Please come to the gate by the time you were informed of at check-in. We may ask you to come well in advance if your wheelchair will be checked in at the boarding gate.

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 the Aircraft

Assistance on Board

Please inform our cabin attendants about the assistance you will need.

Upon 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 to the arrival lobby or to the person meeting you for pickup. Please feel free to ask. Please request this service upon making your reservation or contact the ANA Disability Desk to request it instead.

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