ANA and JAL airlines propose ‘hospitality guidelines’ for elderly and people with disabilities amid pandemic

By Barrier Free Japan, extracts translated from the JAL Website

October 28 2020

On October 26 2020 Japan Airlines (JAL) published guidelines on its website to aid the elderly and people with disabilities during the coronavirus pandemic. These guidelines jointly formulated by both JAL and All Nippon Airways (ANA).

The guidance states, amongst other issues that when it is necessary to transfer a wheelchair user from a seat to their wheelchair, that the hands of the personnel dong so will be disinfected:

● When it is necessary to touch the customer’s body, such as wheelchair transfer support or guidance, we will thoroughly disinfect and disinfect the hands and guide them diagonally from the front or side to prevent droplet infection.

● If you do not know the status of infection control in the surrounding area due to visual or hearing impairment, or if it is difficult to hear the announcement, we will provide appropriate guidance and information according to the customer’s request.

● If you have difficulty hearing a voice through the mask, we shall speak clearly and slowly, and aim for smooth communication using assistance support tools.