Service Equipment

This page provides information about service equipment and facilities available at the airport and on board the aircraft. Please note that some of the equipment is available only at certain airports, on certain aircraft types, or only in Japan.

Special Assistance Counter

Special assistance is available for customers with medical requirements or disabilities at a dedicated service counter. We also have low counters that are just the right height for passengers using wheelchairs and those wishing to complete procedures while seated.
Please feel free to let us know if you require any assistance.

Please see below for information on ANA airport counters at the main airports in Japan.

Airport Terminal Counter Number Airport Information
Tokyo (Haneda)
  • Japan Domestic Flights Terminal 2
  • 2/F Counter 8 next to security checkpoint B
  • 2/F Counter 12 next to security checkpoint C
MAP
  • International Flights Terminal 2
  • 3/F next to information counter
MAP
Tokyo (Narita)
  • Japan Domestic Flights Terminal 1
  • 1/F Counter No.3
MAP
  • International Flights Terminal 1
  • 4/F
MAP
Sapporo (New Chitose)
  • Japan Domestic Flights
  • 2/F Counter No. 1
MAP
Nagoya (Chubu)
  • Japan Domestic Flights
  • 3/F Counter No. M5
MAP
Osaka (Itami)
  • Japan Domestic Flights South Terminal
  • 1/F Counter No.7
MAP
Osaka (Kansai)
  • Japan Domestic Flights Terminal 1
  • 2/F Counter No. 2
MAP
  • International Flights Terminal 1
  • 4/F Counter No. A20
MAP
Fukuoka
  • Japan Domestic Flights
  • 1/F Counter No. 1
MAP
Okinawa (Naha)
  • Japan Domestic Flights
  • 3/F Counter No. 1
MAP
Airport Terminal Counter Number
Tokyo (Haneda)
  • Japan Domestic Flights Terminal 2
  • 2/F Counter 8 next to security checkpoint B
  • 2/F Counter 12 next to security checkpoint C
  • International Flights Terminal 2
  • 3/F next to information counter
Tokyo (Narita)
  • Japan Domestic Flights Terminal 1
  • 1/F Counter No.3
  • International Flights Terminal 1
  • 4/F
Sapporo (New Chitose)
  • Japan Domestic Flights
  • 2/F Counter No. 1
Nagoya (Chubu)
  • Japan Domestic Flights
  • 3/F Counter No. M5
Osaka (Itami)
  • Japan Domestic Flights South Terminal
  • 1/F Counter No.7
Osaka (Kansai)
  • Japan Domestic Flights Terminal 1
  • 2/F Counter No. 2
  • International Flights Terminal 1
  • 4/F Counter No. A20
Fukuoka Airport
  • Japan Domestic Flights
  • 1/F Counter No. 1
Okinawa (Naha)
  • Japan Domestic Flights
  • 3/F Counter No. 1

SPECIAL ASSISTANCE (Haneda Airport)

Low Counters

Lounges

Reception Desks

These reception desks are just the right height for passengers using wheelchairs and those wishing to complete procedures while seated.

Available at the following airports

  • ANA SUITE LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Osaka (Itami), Fukuoka, Okinawa (Naha)
  • ANA LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Sendai, Komatsu, Osaka (Kansai), Osaka (Itami), Hiroshima, Fukuoka, Kagoshima, Okinawa (Naha)
  • ANA ARRIVAL LOUNGE: Tokyo (Narita)

Wheelchair Priority Spaces

These spaces are reserved solely for passengers in wheelchairs.

Available at the following airports

  • ANA SUITE LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Osaka (Itami), Fukuoka, Okinawa (Naha)
  • ANA LOUNGE: Tokyo (Narita), Tokyo (Haneda), Sapporo (New Chitose), Sendai, Komatsu, Osaka (Kansai), Osaka (Itami), Okayama, Hiroshima, Matsuyama, Fukuoka,  Kumamoto, Kagoshima, Okinawa (Naha)
  • ANA ARRIVAL LOUNGE: Tokyo (Narita)

Other Available Facilities

Wide passageways for easy passage

Multi-purpose lavatories

Information signs

Communication Tool

Writing Pads / Communication Board

The paper communication board is available in four languages (Japanese, English, Chinese, and Korean), and the electronic version provides information in 17 languages.

Front view

Communication Board (paper and electronic versions)

Available at the following airports

  • 50 domestic airports in Japan

Communication Tools Using Tablets

Remote Sign Language Communication

Remote Sign Language Communication: Using a designated tablet device, the operator simultaneously interprets the communication between the customer and the airport staff in sign language and speech.

Voice-to-text Service

Voice-to-text Service: Recognize the speech of staff and display it in text.

Available at the following airports

Sapporo (New Chitose), Tokyo (Haneda), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Fukuoka, Okinawa (Naha): At the Special Assistance Counter

Communication Support Tools

Communication support tools are available to make our staff clearer and easier to understand. Please ask a member of staff if you wish to use these tools.

Available at the following airports

Tokyo (Haneda): At the Special Assistance Counter (no.8) next to security checkpoint B

Wheelchairs / Walking Aids / Electric Carts

Airport Wheelchair

Airport wheelchairs can be used to take you directly to your seat on board.
The large wheels are removable and the armrests foldable to accommodate the narrow aisles in the cabin.
Although equipped with hand rims, they are unsuited for self-traveling long distances.

Specifications

  • Seat width: Approx. 40 cm
  • Seat depth: Approx. 40 cm 
  • Seat height: Approx. 50 cm
  • Height: Approx. 95 cm
  • Seat back height: Approx. 43 cm
  • Weight: Approx. 22 kg

This is a resin made (non-metal) wheelchair which does not set off metal detectors. It can also be used in the aisles on board aircraft once the large wheels have been removed.

Specifications

  • Seat width: Approx. 40 cm
  • Seat depth: Approx. 40 cm
  • Seat height: Approx. 47 cm
  • Height: Approx. 91 cm
  • Seat back height: Approx. 42 cm
  • Weight: 28.5 kg

Large Airport Wheelchair

This airport wheelchair accommodates larger passengers inside the airport. This type cannot enter the aircraft cabin.

Available at the following airports

Sapporo (New Chitose), Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Fukuoka, Okinawa (Naha)

Specifications

  • Seat width: approx. 64cm
  • Seat depth: approx. 50cm
  • Seat height: Approx. 55 cm
  • Height: Approx. 102 cm
  • Seat back height: Approx. 50 cm

Reclining Airport Wheelchair

This airport wheelchair is capable of extending to a full horizontal position. This type cannot enter the aircraft cabin. Horizontal position is not available when traveling.

Seated position

Reclined position

Available at the following airports

Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Kansai), Osaka (Itami), Matsuyama, Fukuoka, Kumamoto, Okinawa (Naha)

Specifications

  • Seat width: Approx. 40 cm
  • Seat depth: Approx. 45 cm
  • Seat height: Approx. 45 cm
  • Height: Approx. 119 cm
  • Length in horizontal position: Approx. 200 cm

Full Reclining Wheelchair for Use in Cabin

This is a full reclining wheelchair for customers who have difficulties in keeping a seated position. This wheelchair can be used in aircraft aisles.

Available at the following airports

  • 49 domestic airports in Japan (excluding Rishiri Airport)

Specifications

  • Seat width: Approx. 38 cm
  • Seat depth: Approx. 42 cm
  • Seat height: Approx. 44.5 cm
  • Height: Approx. 142 cm
  • Seat back height: Approx. 86.5 cm

Walking Aids: Rollators

Rollators are available to help our customers travel around the airport.
Equipped with a height-adjustable handle and a large break lever, this rollator provides a safe and comfortable way to move around inside the airport.
It also features a basket that functions as both a seat and a compartment for your belongings.
If you would like to use a rollator, please let a member of our counter staff know on your departure date.
(This service cannot be reserved in advance.)

Available at the following airports

  • 50 domestic airports in Japan

Electric Cart

For customers having difficulties in walking to the boarding gate, electric carts are available in the departure lobby at Haneda Airport Terminal 2.
If you would like to use a cart, please feel free to ask the counter staff at the airport. (This service cannot be reserved in advance.)

  • Available from 08:00 AM to 07:00 PM.

Boarding Access Facilities

OMOTENASHI GUIDE

If you download the app, you can document the announcement that is flowing at the boarding gate and display it on your smartphone.
It also supports languages around the world, and it is possible to display it after translating it into your favorite language.
This service is available at departure gates for domestic airports in Japan.

  • From here, you will be redirected to an external site.

Available at the following airports

  • 50 domestic airports in Japan

Boarding Gates

This boarding gate is wide enough for passengers using wheelchairs, strollers, and walking aids to pass through.

Available at the following airports

  • 50 domestic airports in Japan

Boarding Ramp

This ramp is used to assist customers in boarding.

Available at the following airports

  • 50 domestic airports in Japan

Assisted Stretcher

Assisted stretchers are used at airports at which passenger boarding lifts or wheelchair stair lifts are not available or equipped.
You can stay seated while the staff will take you up and down the stairs and to your seat in the cabin.

Available at the following airports

Sapporo (New Chitose), Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Itami), Osaka (Kansai), Osaka (Kobe), Fukuoka, Okinawa (Naha), Wakkanai, Okhotsk Monbetsu, Memanbetsu, Asahikawa, Nemuro Nakashibetsu, Kushiro, Hakodate, Aomori, Odate-Noshiro, Akita, Shonai, Sendai, Fukushima, Hachijojima, Niigata, Shizuoka, Toyama, Komatsu, Noto, Okayama, Hiroshima, Iwakuni, Yamaguchi Ube, Tottori, Yonago, Hagi-Iwami, Takamatsu, Tokushima, Matsuyama, Kochi, Saga, Oita, Kumamoto, Nagasaki, Tsushima, Goto Fukue, Miyazaki, Kagoshima, Miyako, Ishigaki

Specifications

  • Seat width: Approx. 38 cm
  • Seat depth: Approx. 26.5 cm
  • Seat height: Approx. 52 cm
  • Height: Approx. 136 cm
  • Seat back height: Approx. 84 cm

Passenger Boarding Lift

This is a dedicated airport vehicle equipped with a lifting device. When boarding is conducted using boarding stairs, the passenger boarding lift can be used to elevate the customer in a wheelchair directly to the aircraft door.

Available at the following airports

Sapporo (New Chitose), Tokyo (Haneda), Tokyo (Narita), Nagoya (Chubu), Osaka (Itami), Osaka (Kansai), Fukuoka, Okinawa (Naha)

Passenger Boarding Stairs Equipped with Wheelchair Stair Lift

The wheelchair stair lift allows boarding in and out sitting on a wheelchair with the passenger boarding stairs.

  • May not be available depending on the aircraft type.

Available at the following airports

Tokyo(Haneda), Tokyo(Narita), Osaka(Itami), Fukuoka, Okinawa(Naha), Rishiri, Hakodate, Okayama, Matsuyama, Oita, Kumamoto, Goto Fukue, Miyako

Powered Stair Climbing Device (S-Max)

This is an option for boarding the aircraft if a passenger boarding lift or wheelchair stair lift is not available. S-Max with its driving function enables smooth boarding as it assists in the ascending and descending of stairs and moving to the seat in the cabin while as state of customer seating.

Available at the following airports

Tokyo(Narita), Osaka (Itami), Okhotsk Monbetsu, Sendai, Shizuoka, Fukuoka

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