ANA’s Approach

Assistance Information Registration Service

This service allows passengers with illnesses, injuries, or disabilities to register the assistance they require when flying. ANA Mileage Club members can enjoy a smoother booking process by simply providing their membership number at the time of reservation.

Assistance information Registration Service

Ramp Wheelchair "Assist Stretcher" – Inspired by Customer Feedback

At ANA, we actively work to enhance accessibility by listening closely to our customers' voices and requests.

In response to feedback from passengers with mobility difficulties asking for a safe way to board at airports without boarding ramp vehicles or lift buses, we have deployed the "Assist Stretcher" (a specialized ramp wheelchair) primarily at airports served by smaller aircraft nationwide.

Telecommunication Relay Services for ANA

At ANA, we are committed to providing support for passengers with disabilities, not only with boarding assistance but also with flight reservations and inquiries.

As part of these efforts, we offer the "ANA Dedicated Relay Service" in cooperation with Plusvoice Co., Ltd., a provider of welfare solutions.

ANA covers the usage fees for this service. (Please note that customers are responsible for their own telecommunication and data charges.)

In addition to conventional email and fax, we also offer chat and sign language (via video call) for more timely assistance.

Telecommunication Relay Services for ANA

ANA Sorapass Class

"Sorapass" stands for "Passport to the Sky." For students at special needs schools who will be flying with ANA for school trips or group tours, ANA Group employees will visit your school to conduct a pre-travel class. This class is designed to alleviate any anxieties before boarding and ensure a safe and comfortable flight experience.

Click here for more details on the ANA Sorapass Class

Sorapass Book

Based on feedback from families of children with developmental disabilities who wanted to "alleviate anxiety about unfamiliar environments in advance," we created the "Sorapass Book," an original ANA pamphlet incorporating advice from medical specialists.

It uses photos to explain the step-by-step process from boarding to disembarking, including airport procedures, security checks, and how to spend time in the cabin. It can be used to prepare before your flight or as a guidebook on the day of departure. The book is designed not only for those with developmental disabilities but also for anyone flying for the first time or who may feel anxious about their journey.

How to obtain the "Sorapass Book"

PDF Download: You can download the file below and print it as a booklet. (Please print on A4 paper, double-sided, bound on the short edge.)
Request by mail: Please feel free to request a printed copy by calling the "ANA Disability Desk."

Sorapass Book (For Children)

Sorapass Book (For Adults)

Sorapass Video

We have created a video to help you visualize the contents of the "Sorapass Book" more realistically. Our character, "Sorano Tsubasa-chan," provides an easy-to-understand report of an actual boarding experience. Please watch it with your child to help them prepare and know what to expect before their flight.

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.

ANA Disability Desk

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

About hardware and software initiatives under the barrier-free law

Based on the Barrier-Free Law (Act on Promotion of Smooth Travel for Elderly and Disabled Persons), we have prepared a plan for both hardware and software.

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 for more information on provisions regarding air travelers with disabilities in the US. For direct inquiries please refer to the contact information below.

Contact the U.S. Department of Transportation

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

Airline Passengers with Disabilities Bill of Rights

The U.S. Department of Transportation has issued the "Bill of Rights for Air Travelers with Disabilities" (Bill of Rights), which sets forth the basic rights of air travelers with disabilities. For details of the Bill of Rights, Please visit the website of the U.S. Department of Transportation website.

Other Initiatives

In addition to the initiatives introduced here, we are also introducing ANA's initiatives for universal service on our corporate information distribution site.

ANA GROUP STORIES