Accommodating the Diversity of Our Customers
The ANA Group will improve its inclusive and universal services so that all customers can enjoy a comfortable flight with peace of mind.
Basic Approach
The ANA Group defines universal service as "providing facilities, products, information, and services that can be used by as many people as possible regardless of culture, language, nationality, age, gender, disability, or ability."
As customer values diversify and the social environments changes, continuing to be chosen and trusted by all customers is crucial for the future growth of the ANA Group. We will continue to accelerate initiatives aimed at providing world-class inclusive and universal services in an effort to fulfil our responsibility as a public transportation entity and build a sustainable inclusive society in which everyone can live together.
Universal Service Policy
The ANA Group has established the Universal Service Policy as a common value that all Group employees cherish.
Under this Policy, we strive to improve convenience for diverse airline users, not only by enhancing hardware such as facilities, equipment, and devices, but also by improving intangible aspects such as the education of Group employees to train them to provide customer-oriented planning and services.
Promotion System
To ensure that all customers can use the ANA Group's services in comfort and with peace of mind, we will work to improve our services and facilities. At the same time, we will push forward with the development of human resources who can develop and provide services that fulfil the needs and respect the diversity of each customer.
Based on feedback from customers and employees with disabilities at ANA WING FELLOWS VIE OJI Co., Ltd, we are striving to create an environment in which all customers can use aircraft without experiencing anxiety or stress.
(round-table discussion with an employee who uses a wheelchair)
Major Initiatives
The ANA Group is enhancing its inclusive and universal services, including both tangible and intangible ones, to ensure all customers can enjoy a comfortable flight with peace of mind.
- This map shows the scenes with interactions between customers and the ANA Group. It includes the scenes during daily life and from the time before travel up to the time after it.
Creating a Tangible Legacy
For each scene from departure up to arrival, we will gradually improve our services, facilities, and equipment so that they provide customers with a high level of comfort and convenience.
Reservations
ANA Web Accessibility
For everyone to be able to use our services comfortably, we have adopted the global standard proposed by W3C*1 and taken measures to meet the WCAG 2.1*2 and JIS X 8341-3:2016 conformance level AA ranking.
- *1.W3C: Abbreviation for World Wide Web Consortium. The name of a non-profit organization that promotes the standardization of web technologies.
- *2.WCAG 2.1: Abbreviation for Web Content Accessibility Guidelines Version 2.1. Guidelines for accessibility of web content.
Assistance Information Registration Service
By registering the necessary assistance information for boarding in advance, youcan complete the reservation process smoothly.
Universal MaaS
Based on the concept of universal design, we aim to provide door-to-door mobility, striving for a society where everyone can move comfortably,regardless of disability or age. We are rolling out our Universal Access Map and One-stop Travel Support nationwide through collaboration with local governments and businesses.
Airports
Resin Wheelchair "morph"
The first resin wheelchair in Japan, morph, uses no metal. That means smooth, seated transport through security clearance and all the way to your seat.
Morph was developed to give our customers a stress-free boarding experience.
Introduction of Telecommunications Relay Service
We have a expand a telecommunications relay service for customers with hearing and /or speech impairments at domestic flight counters nationwide.
Lounge
To ensure that all customers can use the lounge comfortably, we have ensured that doors and aisles are wide enough, and have also provided wheelchair access areas, shower rooms, and facility guides in Braille.
In Flights
Sign Language Badge
Cabin attendants and passenger service staff who have passed the Sign Language Proficiency Test Level 4 or the National Sign Language Proficiency Test Level 4 or above wear a "sign language badge" on their chest.
Audio and Braille Versions of In-Flight Magazine Wingspan
We are creating audio and braille versions of our in-flight magazine Wingspan for our sight- and hearing-impaired customers.
The audio is recorded by our flight attendants.
Cabin wheelchair accessible facilities
We offer services and facilities that customers who require special assistance can actually use on board.
Creating an Intangible Legacy
To instill a barrier-free mindset within each ANA Group employee, we are reinforcing our educational efforts and this includes offering training to frontline staff and inviting employees with disabilities and external lecturers to hold seminars on inclusive and universal services.
Barrier-Free Hearts Seminars
We invite external instructors to hold seminars for deepening our understanding of the barriers that people with disabilities feel in their hearts.
ANA Universal Standard Examination
ANA Wing Fellows Vie Oji led the creation of the ANA Universal Service Certification to strengthenuniversal service capabilities across the ANA Group. This certification incorporates the perspectives of individuals with disabilities and ANA’s long-standing spirit of hospitality.
Elderly and Pregnant Simulations (for Directors and Employees)
In order to enable each employee to embody a barrier-free mind, we are taking steps to deepen understanding of people with disabilities by holding seminars taught by people with disabilities and wearing items that simulate the experience.
Becoming an LGBTQ+ Friendly Airline Group
Here at the ANA Group, we are pushing forward with our efforts to promote a better understanding of LGBTQ+* issues among our employees and to make the Group a more inclusive workplace in accordance with our Diversity and Inclusion Declaration. At the same time, we are enhancing our services to appropriately fulfil the needs of our LGBTQ+ customers.
We are working to fulfil LGBTQ+ needs in our various services, and this includes making same-sex partners eligible for family card membership and award user registration (both of which are ANA Mileage Service offerings).
We are also promoting efforts to realize a symbiotic society by distributing information to ANA Group employees via the company intranet and providing e-learning and training on LGBTQ+ issues for all executives and employees.
- LGBTQ+: An initialism that stands for lesbian, gay, bisexual, transgender, queer / questioning, and plus. The "plus" represents other sexual identities and orientations.
Changes to ANA Lounge Restroom Signage
Restrooms in ANA lounges are being renovated to offer a universal environment that is friendly to all people, including LGBTQ+ customers.
Promoting Understanding of LGBTQ+ Issues among Employees
By engaging in discussions on LGBTQ+-related topics at each workplace, we are striving to create an environment in which LGBTQ+ and other diverse values are respected.