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.

Universal Service Policy PDF Opens in a new window.In the case of an external site,it may or may not meet accessibility guidelines.

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.

Photo from inclusive and universal services seminar
(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.

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.

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. *1. W3C: Abbreviation for World Wide Web Consortium. The name of a non-profit organization that promotes the standardization of web technologies.
  2. *2. WCAG 2.1: Abbreviation for Web Content Accessibility Guidelines Version 2.1. Guidelines for accessibility of web content.

Details of ANA Web Accessibility Opens in a new window.In the case of an external site,it may or may not meet accessibility guidelines.

Assistance Information Registration Service

By registering the necessary assistance information for boarding in advance, youcan complete the reservation process smoothly.

Details of Assistance Information Registration Service Opens in a new window.In the case of an external site,it may or may not meet accessibility guidelines.

Installation of Low Check-In Counters

At all airports in Japan, we have installed counters that are of the appropriate height for wheelchair users and customers wishing to check in while seated.

Details of Special Assistance Counter Opens in a new window.In the case of an external site,it may or may not meet accessibility guidelines.

Introduction of Telecommunications Relay Service

We have introduced a telecommunications relay service for customers with hearing and/or speech impairments. This service is currently in place at the main Japanese airports for domestic flights.

Details of Introduction of Telecommunications Relay Service Opens in a new window.In the case of an external site,it may or may not meet accessibility guidelines.

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.

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.

Training on Inclusive and Universal Services

We conduct regular e-learning sessions throughout the year to raise the level of universal services throughout the group.

Details of Training on Inclusive and Universal Services Opens in a new window.In the case of an external site,it may or may not meet accessibility guidelines.

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.

Details of Barrie-Free Hearts Seminars (Japanese article only) Opens in a new window.In the case of an external site,it may or may not meet accessibility guidelines.

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).
For the ANA Group employees, we are implementing initiatives to achieve an inclusive society, and these include distributing the ANA Group LGBTQ+ Awareness Handbook and conducting training programs.

  • 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 providing Group employees with the ANA Group LGBTQ+ Awareness Handbook and e-learning that is designed to give them an accurate understanding of LGBTQ+ issues, we are striving to create an environment in which LGBTQ+ and other diverse values are respected.

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