ANA’s Approach

At ANA, we strive to provide pleasant and comfortable flights to customers who need assistance such as customers with disabilities and elderly customers. The various services provided by ANA are introduced below.

Introduction of ANA’s Approach

Introduce "Assistance Information Registration Service" for ANA Mileage Club members.

We now offer a service that allows ANA Mileage Club members with impairments such as illnesses, injuries or disabilities to register information on the assistance they will require for their journey. After using this service, you will be able to enjoy a smoother reservation process by simply providing your ANA Mileage Club membership number.

Various Wheelchairs Provided at Airports

At all airports, we provide airport wheelchairs for customers who have difficulties in walking. At some airports we also have reclining wheelchairs and larger wheelchairs for customers with special needs. For smooth boarding of customers in wheelchairs, passenger boarding lifts, wheelchair stair lifts, and boarding ramps are available.

Introduction of Assisted Stretcher upon Customer Request

In December 2011, a customer who could not climb stairs proposed to equip airports who have no passenger boarding lift or wheelchair stair lift with designated stretchers to assist the embarking and disembarking of customers requiring assistance. We have responded to this proposal by equipping airports especially those that serve small aircraft with assisted stretchers, a special type of wheelchair designated to be used for climbing up and down stairs. This is an example of our effort to realize a practical barrier-free travel environment in response to feedback from our customers.

For information on the availability of wheelchairs at airports and the provided assistance for customers with walking disabilities, refer to the designated information page.

Telecommunication Relay Services for ANA (Japanese and English only)

We have been giving customers with disabilities not only boarding support but also support for making reservations and inquiries. On February 1, 2010, we started Telecommunication Relay Services for ANA for customers with hearing and speaking disabilities with the cooperation of Plus Voice Co., Ltd., a welfare solution enterprise.

This service which is free of charge (excluding the internet access fees) allows Plus Voice operators to call ANA on behalf of the customer with hearing or speaking disabilities. Previously, reservations and inquiries for hearing- or speaking-impaired customers were restricted to emails and FAX.The introduction of web-chat and videophones (sign language) has allowed for timely interaction, answering the many needs of customers with disabilities.
For more information, please refer to Telecommunication Relay Services for ANA.

ANA's Original Sorapass Book

One of our latest initiatives to support an inclusive travel environment is the Sorapass Book made with help from medical specialists. This booklet is a result of valuable feedback from a customer with a child with a developmental disability saying: “We would like to travel by airplane, but not knowing what to expect holds us back. Is there any way you can help us prepare for the trip?”
The Sorapass Book guides customers including children who are flying for the first time through the air travel experience, allowing them to learn about the whole process of using an aircraft. It is designed to be used for preparation as well as on the day of the flight using pictures to help readers visualize the steps that are involved from boarding to disembarking, including airport procedures, security checks, and time on board. We believe that the information in this booklet will be helpful to many more who may feel anxious about flying, or who are flying for the first time, beyond those with disabilities.

The Sorapass Book is available for download below. It can be printed out and made into a booklet. (Please print it on A4 paper and use double-sided printing and short-edge binding.) Booklets can also be sent by post. Please call the ANA Disability Desk to request a copy.
* Sorapass: Your Passport to a Trip in the Skies

Image of Sorapass Book (For Children)

Booklet for printing (two-sided print / A4 size with short-edge binding)

Uses pictures and illustrations to make the information easy to understand.

Image of Sorapass Book (For Adults)

Booklet for printing (two-sided print / A4 size with short-edge binding)

Includes more detailed information.

ANA Disability Desk

On January 8, 1997, we established the ANA Disability Desk (Sky Assist Desk at the time of establishment) for customers with anxiety on their flight due to physical challenges caused by disease, injury, or disabilities in order to answer inquiries about the usage of aircraft and other requests.
If you require special attention or service due to physical limitations or medical treatment, including the use of medical equipment on board, please do not hesitate to contact the ANA Disability Desk.

The ANA Disability Desk assists over 1,500 customers yearly, with inquiries such as borrowing of assist seats and support belts for customers who are unable to sit upright due to a disability, and consultation for customers requesting the usage of special assistive devices on board.
For customers who cannot sit upright and need to lie down during the entire flight, we accept consultation to board with stretchers, mainly for customers who are transferring between hospitals. For more information, please refer to Customers with Limited Ability to Sit.

Regarding in-flight medical support

To provide peace of mind to our customers, ANA provides a support system for passengers suddenly falling ill on board.

  • MedLink 24-hour Medical Service (International Flights)
  • ANA Doctor on Board (International Flights)
  • ANA Communication Board

The US Air Carrier Access Act

In compliance with the US Air Carrier Access Act, we provide various types of support to enable comfortable travel for customers with disabilities on all ANA flights operating on US routes. If you have any requests or concerns about the service, you can inform the airport staff and they will put you through to the Compliant Resolution Official (CRO). The CRO is specially educated on legal and other matters regarding people with disabilities and will sincerely try to resolve your concerns.

Please visit the website of the US Aviation Consumer Protection Division at http://www.dot.gov/airconsumer for more information on provisions regarding air travelers with disabilities in the US. For direct inquiries please refer to the contact information below.

Toll Free Hotline For Air Travelers With Disabilities

1-800-778-4838(TTY1-800-455-9880)

By Telephone to the Aviation Consumer Protection Division

202-366-2220(TTY202-366-0511)

By Mail to the Air Consumer Protection Division

C-75, U.S Department of Transportation, 1200 New Jersey Ave. SE, West Building, Room W96-432, Washington, DC 20590

Other Initiatives

Many other initiatives taken by ANA are featured in “What’s up? ANA”, ANA’s corporate information website.