Initiatives on Accessible Air Travel for Customers who request special assistance in Response to COVID-19

With the spread of the novel coronavirus (COVID-19), we are providing support by implementing appropriate measures to prevent from novel coronavirus (COVID-19) infection so that customers requiring assistance who are worried about traveling can use our services in comfort and with peace of mind. Please feel free to let us know if you have any worries or any questions about the type of support you require.

  • We may be unable to accommodate your requests for reasons relating to equipment preparation, facilities and so on.
  • We may be unable to accommodate requests for infection countermeasures at airports outside Japan since we will prioritize measures that correspond with the laws/ordinances and level of infection in the relevant country.
Japan Domestic Flights
International Flights

The icons named Japan Domestic or International indicate differences in service for Japan domestic and international flights. Content not marked with an icon applies to both, Japan domestic and international flights.

Reservations

We recommend to use of our "Assistance Information Registration Service" to save time when performing procedures at the airport.
The Assistance Information Registration Service allows customers with illnesses, injuries, disabilities or who otherwise require assistance to register the support information required for the departure date (e.g., walking ability, wheelchair information, any hearing/visual impairments) before they travel. By simply providing their ANA Mileage Club membership number on the departure date, we can confirm the support information more easily and shorten the time it takes to perform procedures.

Alongside checking in their baggage at the airport on the departure date, we recommend customers with large amounts of baggage to consider using our Kaisoku Takku-bin (Home Delivery) for quicker airport procedures and smoother boarding.

Boarding

Our ground staff will wear gloves when providing assistance in close quarters, for example when helping customers move between a wheelchair and seat or providing guidance through physical contact. They will also wear gowns upon request or at the discretion of the ground staff.

To avoid the risk of droplet infection, our staff will also keep conversation outside of that necessary for assisting purposes to a minimum and position themselves diagonally in front when providing assistance to avoid face-to-face situations.
We will provide assistance without physical contact if at all possible.

If you feel worried about receiving assistance through physical contact., we kindly ask that you bring your own gloves or similar. If it is difficult for you to prepare gloves, Please contact the ground staff.

Provision of Alcohol Cleansing Wipes

Japan Domestic Flights

Alcohol cleansing wipes are provided at our Special Assistance Counter.

Alcohol cleansing wipes

Service Equipment Sanitization

Service Equipment such as wheelchairs, baby strollers and assist seats are Sanitized before each use.

Wheelchair

Support Belt/Assist seat

Wearing of Masks

With the exception of when you are eating or drinking, we request that you wear a mask or similar covering at all times in the airport and on board, as not doing so may inconvenience and cause discomfort to other customers. (Infants and small children are exempt.)
Please inform one of our ground staff or cabin attendants in advance if you find it difficult to wear a mask. We may check your health when you travel on our aircraft. When doing so, we will ask you to cover your nose and mouth with an item such as the following instead:

  • Face shield
  • Mouth shield
  • Handkerchief
  • Bandanna
  • Scarf

On Board

On-board wheelchairs and braille/large-print copies of our printed guidance (such as safety instructions cards and drink menus) are all sanitaized before each use.
Our cabin attendants wear gloves when assisting. Please let us know of any requests you have if you feel anxious upon receiving assistance from our cabin attendants. We will provide assistance in a way that reduces the risk of infection whenever it is possible to do so.
In addition to the wearing of gloves, cabin attendants may also wear gowns at the passenger's request or at the discretion of the cabin attendants when providing support in close quarters, for example when helping customers move between a wheelchair and seat or providing guidance through physical contact.

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