This page provides information about borrowing and checking in wheelchairs as well as mobility assistance.
Please feel free to inform us if you need any assistance at the airport or on board the aircraft.
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.
To help us assist you at the airport and inside the cabin, please contact the ANA Disability Desk and use the For Customers with Wheelchair Checklist to inform us of your current walking ability and wheelchair usage.
As a general rule, you can check in your wheelchair and other similar assistive devices for disabled passenger's own use are accepted for free and are not included into the free Baggage allowance as your checked baggage at the airport counter.
Upon your request, you can also use your own wheelchair close to the door of the aircraft. However, please understand that some airport facilities are not allowed to use your own wheelchair due to set conditions.
We will handle your wheelchair with the utmost care and place it into or under one of our ANA original protective cases or covers.
If your wheelchair is non-foldable (manual/electric), please provide us with information about the size (length, width, height) and weight.
To make sure that reclining wheelchairs can be loaded into the cargo compartment, we ask customers with such wheelchairs to measure length1 and height1 as well as length2 and height2.
Wheelchairs of a certain size may not be checked in as cargo space varies depending on the aircraft. We may accept your wheelchair if height and size are adjustable by removing the headrest and/or footrest or by reclining. Please see below for cargo compartment size by aircraft type.
The counter staff at the departure airport will check the battery. Please check with your wheelchair manufacturer if you are not sure which kind of battery is attached. If the wheelchair battery cannot be easily identified visually, please bring the operation manual or any document that allows identification of the battery type.
Depending on the battery type, different restrictions will apply for quantity and power consumption (Wh rating). For further details, please see Spare Electric Wheelchair Batteries.
Due to the request of Dangerous Goods regulation of IATA, it’s regulated since JAN,1,2021 to qualified individuals with disabilities using battery-drive wheelchairs that the customers should self-identify the type of battery equipped to the wheelchair.
Some aisle seats have movable armrests for easy seating. Please inform us if you prefer a seat with a movable armrest, since not all aisle seats have movable armrests. We also accept requests for seats close to the lavatory or other seat preferences.
However, we may not be able to accommodate your request depending on seat availability.
Please note that for safety reasons emergency exit row seats are not available for customers who need assistance.
Customers who need assistance when having their meal or for the use of the lavatory are asked to travel together with an escort. ANA staff and cabin attendants cannot provide this kind of assistance.
Since some aircraft are not designed to accommodate customers who require mobility assistance traveling alone or accompanied by a child younger than three years of age, please inquire in advance.
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.
Wheelchairs are available to borrow at all airports. Please check in your personal wheelchair at the check-in counter.
We will meet you at the check-in counter, and take you in a wheelchair all the way to your seat on the aircraft. Please refer to Service Equipment (Airport Wheelchair) for more details.
As ANA wheelchairs are not available at the airport drop-off area, please have an accompanying person notify the ANA staff at the counter that you will require a wheelchair.
At some airports, the airport building or airport management company provide assistive services to meet customers at the drop-off area with a wheelchair.
Please inquire at the airport information desk of the departure airport.
For safety reasons, all customers must undergo the security checks. Please note that the security check may involve contact inspection.
We will assist you with ascending or descending stairs and moving inside the cabin.
To assist our customers in boarding, some airports are equipped with special boarding access facilities such as passenger boarding lifts, wheelchair stair lifts, assisted stretchers, boarding ramps, and scalamobils. Please refer to Service Equipment for more details. Please also confirm the points to note when making a reservation.
Pre-boarding service is available for passengers who need assistance.
If you wish to use the pre-boarding service, please inform the staff at the boarding gate. Once the aircraft preparations have been completed, you will be allowed to board first. Please note that depending on the flight status, this service may not be available.
Please arrive early at the airport in order to allow enough time for necessary procedures.
If you wish to check in an electric wheelchair or a non-foldable wheelchair, please note that these may be visually checked at the check-in counter.
60 minutes prior to the departure time
120 minutes prior to the departure time
During takeoff and landing, all customers must keep their seats in an upright position and fasten their seat belts.
We provide Devices to Help Maintain a Sitting Position to customers who have difficulty in keeping a seated position.
Some aircraft are equipped with a cabin wheelchair accessible lavatory. Please ask cabin attendant for assist to/from the lavatory when needed. Assistance is not provided inside the lavatory.
Canes and crutches can be carried on board (except for those with sharp tips).
Please store the cane horizontally under the seat in front of you. Depending on the shape of the cane and the conditions around the seat, it may be stored in the overhead storage or kept by the cabin attendant.
For crutches, the cabin attendant will keep it for you.
Furthermore, a leg support stand is lent free of charge to customers who have difficulties in sitting with their feet on the floor due to reasons such as illness, a fracture, or disability.
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 by an airport wheelchair to the arrival lobby or to the person who will meet. Please feel free to ask for assistance.
If you have checked in a wheelchair before departure, it will be returned to you at the baggage claim and our staff will assist you to your wheelchair.
If you decided to check in your wheel chair close to the door of the aircraft, it will be basically returned to you at the door of aircraft, or can be returned at the baggage claim area of the arrival airport as your request.