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.

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

This is a 1:50 minute video with audio that outlines the measures we are taking at reservations, airports, and on board to prevent the spread of COVID-19 to customers who request special assistance.
In the video, we briefly introduce the initiatives we are taking in each scene of reservation, airport, and in-flight, along with photos of our customer service.
Photos used in the videoļ¼šThe ground staff is not facing the customer, but addressing the customer from diagonally in front. A ground staff wearing a mask and gloves to guide customer. A cabin attendant and ground staff members wearing masks and gloves to assist a customer in transferring from a wheelchair to a seat. etc.

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

Masks or facial coverings are now essential gear at airports and on planes

We ask that you wear a mask or facial covering* both at the airport and on board to reduce any discomfort that fellow passengers may feel. However, this does not apply to young children (including infants) and those who have a valid health-related reason for being unable to wear one (see 1 to 3 below). If you have any concerns about flying, please contact the ANA Disability Desk.
Please note that we may deny your boarding in case of your refusal to wear a mask, intervene our staff from performing their duties or failing to follow their instructions, or having a fever or otherwise unwell.

  • The term "mask or facial covering" refers to a mask or other facial covering that covers the nose and mouth at all times.

Health-related reasons :

  1. Causes breathing trouble, or chest/back pain due to breathing
  2. Causes external stimulation such as a rash, swelling or pain
  3. Causes mental distress, abnormal sensation or irritability (e.g., oppressive feeling, discomfort, panic)

If it is difficult for you to wear a mask for health-related reasons, we kindly request that you refrain from talking as much as possible. In case you need to talk, cough, or sneeze, please use a handkerchief or tissue to cover your mouth and nose in consideration of the other passengers.

Requests for customers on International flights :

On ANA international flights, including code-share flights, the wearing of masks with an exhalation valve, face shields, or mouth shields may not be permitted, in accordance with the laws and regulations of your destination. Please make sure to check the information by yourself before departure.

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.