For First Time Customers

Please read the following for a safe and comfortable flight.

Safe and Comfortable Flight

ANA provides consultation and assistance to customers with disabilities, illness or injury to help them have a safe and comfortable journey. If you have any questions or concerns please contact the ANA Disability Desk.

If you Need Assistance

If you are worried about flying, are sick or have physical difficulties, and need assistance, please feel free to ask a member of ANA staff. We will try our best to assist you.

If you have a connecting flight we will also help you to move within the terminal to your next flight. Please let us know in advance if you have a connecting flight to ensure a smooth transfer.

If you use an international flight, the local staff at airports outside Japan will assist you. Your understanding is greatly appreciated in this matter.

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. Please see below for ANA’s various initiatives.

How to Use the Service

The necessary procedures in order to travel on an aircraft are as follows.

  • Please come to the information counter (or check-in counter) well in advance.    
  • Please let us know the assistance you need and if you have a seat preference.
  • We will confirm the information you provided upon reservation during check-in at the airport. Your cooperation would be very much appreciated.
  • We will carefully stow your wheelchair in the cargo space.
  • If you check in an electric wheelchair, please note that it may take time to visually check the battery type and load it onto the aircraft. Please see Customers with Walking Disabilities for more details.

Security Checks

For safety, all customers must undergo the security inspection. If you have any concern about the possible effects of the metal detector and x-ray on your body or carry-on baggage, please notify the information counter (check-in counter).

Boarding

Please be at the boarding gate by the time specified by the staff upon check-in. If you wish to use the pre-boarding service, please notify the staff at the gate.

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During takeoff and landing, all customers must keep their seats in an upright position and fasten their seat belts.
Upper body holding aid equipment and a cabin wheelchair is available for customers who have difficulties in keeping a seated position and customers requiring a wheelchair, respectively.

Please notify a cabin attendant if you require further assistance.

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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 inform us upon reservation, or contact the ANA Disability Desk in advance.

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  • * Please refer to each service page for necessary procedures, etc.

Points to Note

Please see the points to note before you use the service.

  • * Points to note for each service can be found on the applicable service page.

Escort

You may be required to travel with a safety assistant (escort) if ANA staffs or the airport agents determines that a safety assistant (escort) is essential for safety purposes when the customer is unable to comprehend or respond appropriately to safety related instructions given by ANA staffs/airport agent including the safety briefing.

Cabin attendants can not provide the following assistance during the flight: Assistance in actual eating, Assistance within the restroom (lavatory) or assistance at the passenger's seat with elimination function and Provision of medical services.

Our cabin attendants are trained in first aid, but they are not permitted to perform any medical treatment including administering injections or providing medication. The necessary treatment must be performed by the customer or their escort.
Customers using a stretcher or an incubator, as well as customers whose physician has determined that an escort is required, need to travel with an escort. Please also inform us in advance if you or your escort will be traveling with an infant.

Codeshare flights

For codeshare flights operated by our partner airlines, the regulations of the relevant partner airline will apply. Special assistance on such flights may differ from that offered by ANA. For details, please contact the partner airline operating the flight directly.

Cabin Environment

Atmospheric pressure

During flights, cabin pressure is adjusted by air-conditioning but remains about 0.2-0.3 hPa lower than at sea level about equal to being on a mountain 2,000-2,500 meters high. It is said that the large pressure change that occurs 15-30 minutes after takeoff, and again before landing, may cause ear problems for some passengers who are not in good physical condition.

Temperature and humidity

Cabin temperature is set to 22-26 C. During long flights, cabin humidity tends to drop below 20% as the humidity of the air brought in from the outside is extremely low. Due to the dryness in the cabin, the body may dehydrate, causing nasal or throat pain as well as discomfort to contact lenses wearers.

Oxygen dilution

Along with the decrease in atmospheric pressure, the concentration of oxygen in the cabin decreases 20-30% (compared to sea level). While this is not a problem for most passengers, those suffering from respiratory diseases, cerebro-vascular disorders or serious anemia may be affected under certain, rare circumstances.

Motion

Airliners produce minimal vibration, but passengers who tend to feel nauseous in motor vehicles may suffer ill effects if the flight encounters turbulence. Because not all turbulence is foreseeable, we recommend that you keep your seatbelt fastened whenever you are in your seat.

Seating

When you remain seated in the same position for a prolonged period, veins in the feet and legs can become constricted. This in turn can lead to the formation of blood clots in the leg, also known as deep vein thrombosis (DVT).

DVT is not necessarily accompanied by any overt signs, and an expert opinion is needed to confirm the condition, but the following symptoms may occur: pain, swelling and discoloration of the leg, congestion of the superficial veins of the leg, or the leg feeling warm to the touch.

If a clot does build up, there is a risk that it may detach itself and travel to other parts of the body, such as the lung, where it can cause chest pain, shortness of breath and even sudden death. This may occur hours or even days after the clot's formation.

DVT is not related to class of air travel. It has wrongly been called 'Economy Class Syndrome', whereas in fact it can affect passengers in any cabin. Nor is it limited to air travel, as people sitting immobile in cars, trains or buses may also be at risk.

Some passengers are more prone to DVT than others, and if you have any health concerns, or if any of the following apply to you, you are advised to seek medical advice before flying:

  • personal or family history of DVT and/or pulmonary embolism
  • recent major surgery
  • malignancy, previous or current
  • (known) thrombophilia
  • varicose veins
  • heart failure or recent myocardial infarction
  • hormone therapy, including the oral contraceptive pill
  • polycythemia, thrombocytosis
  • pregnancy or recent postpartum condition
  • recent injury, including limb fracture
  • recent immobilization for a day or more

To reduce the risk of DVT, we recommend that all passengers follow the steps outlined in this leaflet, paying particular attention to the sections on exercise and drinking adequate fluids/ water.

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Clothing

Wear loose fitting comfortable clothes. To maintain your body temperature, it is a good idea to bring a jacket or other warm items of clothing.

Beverage

Drink adequate fluids, especially water. If you choose to drink beverages containing alcohol and/or caffeine or soda beverages please do so in moderation.

Exercise

During long flights, move your feet and legs every 2-3 hours, and avoid crossing your legs when seated. We present an inflight video of stretch exercises that can be performed while seated, and which are believed by experts to be effective in minimizing the risk of developing DVT.

  • # Clothing, beverage and exercise are considered to be effective in preventing DVT.
  • Stretch your feet forward as far as possible, then back.
  • Turn your feet in the same direction drawing circles with your toes.
  • Use your fist to gently beat your calf from bottom to top.
Eyewear

Remove contact lenses during long flights and use eye drops as needed.

Medication

Bring any medication you regularly take into the cabin.

Ears

If your ears are blocked or aching, try the following :

  • Swallow several times, or have a cough - drop or candy.
  • Yawn or open your mouth widely.
    Valsalva maneuver can also be tried if above methods do not relieve the ears.
  • After blowing your nose, pinch it and blow again with your mouth closed. (Be sure to blow air gently. Stop the maneuver if it does not relieve the ears after trying two or three times, or if one of the ears is aching.)
    Use of a baby bottle or pacifer may be effective for babies.
Nose and throat

Wearing a surgical mask can help ease throat or nasal discomfort.

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Consult your physician

If you are receiving medical care, be sure to consult your doctor when planning your flight. If you are not confident about your health due to a previous illness or chronic disease, we recommend that you take a medical check before your trip. We also recommend passengers in the late stages of pregnancy or those accompanying infants to consult their doctors. Furthermore, if you fall into any of the DVT risk categories , please ask your doctor whether you are fit to travel and how DVT can be avoided.

Carry your necessities with you

Please check that your carry-on baggage contains any health-related items you may need such as medications, over-the-counter drugs, nasal spray, glasses, etc.

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Medical Information Form (MEDIF)

Depending on the service you use, it may be required to submit a Medical Information Form (MEDIF). For details see the link below.