The JAL Group is currently taking thorough measures to prevent the spread of COVID-19 in order to provide a safe and secure air travel experience to all our customers.
In this article, we will introduce specific examples of measures the JAL Group is taking for people who experience barriers to travel, as well as the safety and security we hope to provide through these measures, including comments from staff who actually interact with customers at airports, on board aircraft, and elsewhere.
Three basic initiatives to provide a safe and secure air travel experience
At the JAL Group, we listen to our customers' requests and strive to provide services that are tailored to each individual. Based on these three policies, we are providing the necessary support to our customers while taking thorough measures to prevent the spread of COVID-19.
1. Creating a hygienic environment
During the COVID-19 pandemic, the most important initiative is to create a hygienic environment. In order to provide greater safety and security than ever before, the JAL Group is thoroughly implementing measures to create a hygienic environment in all areas, including airports, lounges, and on board aircraft.
"With the ongoing risk of COVID-19, it is natural that people have concerns about using airports and airplanes. Not only are facilities and items that may come into contact with customers disinfected in advance, but staff are also thoroughly disinfecting their hands, so please feel safe using our airports." (Satsuki Kusakabe, ground staff at Haneda Airport)
[JAL Group Initiatives]
[Airports] Airport facilities and items, such as wheelchairs and writing boards, are disinfected before customers use them.
[Airport] The special assistance counter at Haneda Airport has been treated with anti-virus processing, so you can use it with even more peace of mind. (Anti-virus processing will be expanded in the future.)
[On board] We provide and thoroughly disinfect all in-flight equipment and supplies, including writing boards, Braille safety guides, and in-flight wheelchairs, before and after use. We also provide disinfectant wipes on board, so please use them if you have any concerns.
[At the airport and on board] Before staff come into contact with customers, they will thoroughly disinfect their hands.
2. Appropriate infection prevention measures
For those who feel that mobility is a barrier and their families may need support at close range, many may be concerned about not only basic infection prevention measures but also infection prevention measures in special cases. Therefore, the second initiative we are promoting is the practice of "appropriate" infection prevention measures.
"Our efforts are unchanged from before the COVID-19 pandemic in that we are providing services that meet our customers' requests to eliminate inconvenience and anxiety. That said, we believe that the measures and approaches required to prevent COVID-19 infection may differ for each customer. Therefore, we prioritize preventing infection for both customers and staff, and strive to take appropriate measures and responses according to the requests and disabilities of each customer. Please do not hesitate to contact us if you need help or are feeling even the slightest bit anxious." (Chief Cabin Attendant Nakatani Tomoko)
[JAL Group Initiatives]
[Airport] When boarding, we will space out passengers appropriately to avoid overcrowding as a preventative infection prevention measure.
[At the airport and on board] All staff will be wearing masks when communicating with customers. If you find it difficult to hear what the staff is saying, please let us know and we will try to speak to you again in a slower tone.
3. Providing appropriate information
In addition to creating a hygienic environment and taking appropriate infection prevention measures for each customer, the third initiative the JAL Group is focusing on is providing prompt and appropriate information.
"Infection prevention measures, such as disinfecting facilities and items, are not always carried out in front of customers. As a result, some customers may be concerned about whether the measures are actually being taken. To alleviate such concerns, we are working to provide customers with information about infection prevention measures, including hygiene considerations, as quickly as possible. Also, to ensure that there are no information gaps between customers due to disabilities, we provide hearing-impaired customers with notes and information cards containing in-flight and airport announcements. If necessary, we can also convey information using tools such as writing boards. If you have any concerns about infection prevention measures, please feel free to ask us at any time." (Cabin Attendant, Chief Cabin Attendant Nakatani Tomoko)
Please also refer to the following page for more information on JAL Group's efforts to prevent the spread of COVID-19.
Responses based on customer circumstances
For customers with hearing or speech disabilities
Our airport and in-flight staff will be wearing masks, but we will provide appropriate means of communication, such as writing boards, for customers with hearing or speech disabilities.
If an in-flight announcement is made, we will provide you with an information card with the contents of the announcement written on it, if necessary.
For visually impaired customers
We verbally explain that we are taking sufficient infection control measures at the airport and on the aircraft, such as having staff wear masks when guiding customers, having acrylic partitions between them, and thoroughly disinfecting equipment (such as Braille safety bookmarks and writing boards).
Additionally, if assistance is required at the airport or on the aircraft, we will ask customers to wear gloves and hold onto the staff member's shoulder or elbow as necessary.
If manual guidance is required, staff may wear sanitized gloves and support the customer by holding their wrist, depending on your request and the situation.
For customers with walking disabilities
When assisting customers to transfer from their wheelchair to an airport wheelchair, we will disinfect our hands beforehand, and if requested by the customer, we will wear disinfected gloves. We will also be considerate in speaking to customers from the front or close to their ears.
In addition, when transferring, we will take infection prevention into consideration and support the customer by holding them from the side rather than facing them.
If there is a risk of falling, etc., we may support the person by holding them from the front and back after taking hygiene measures such as disinfecting hands.
From the perspective of preventing infection, if it is possible for you or your companion to transfer onto the aircraft, we ask that you do so as much as possible, or that your companion provide support. Thank you for your understanding and cooperation.
When cabin attendants assist passengers in transferring to the cabin wheelchair on board, they will disinfect their hands beforehand, wear gloves, and, if requested, wear a gown. They will also try to avoid speaking to passengers from close range.
From the perspective of preventing infection, if it is possible for you or your companion to transfer onto the aircraft, we ask that you do so as much as possible or that your companion provide support. Thank you for your understanding and cooperation.
For people with intellectual, developmental and mental disabilities
We understand that some people may feel uneasy about the new environment, such as wearing a mask. Our staff will speak at a relaxed pace and try to use expressions that are easy for customers to understand. In addition, if you have difficulty wearing a mask, you may use an alternative, such as a face shield.
(Examples of substitutes)
・Face shield
·handkerchief
·bandana
・Scarves, etc.
For guests with children
In principle, cabin attendants will only hold children if requested by the parent or guardian. In such cases, they will thoroughly disinfect their hands beforehand.
If you would like to transfer formula or baby food on board the aircraft into a heat-resistant container and heat it up, we will always wear sterilized gloves. Please note that we ask that you take care of any medical equipment you bring on board, such as O2 bottles, including hygiene.
To ensure a safe and enjoyable air travel
The JAL Group wants to work with our customers to ensure safety and security in the skies. To that end, we have a few requests for customers before they travel. We apologize for the inconvenience, but we ask for your cooperation so that you can enjoy a safe and secure air travel experience.
Things to know before you travel
We have compiled a checklist of things you should confirm and cooperate with before coming to the airport. Please be sure to check it out before your trip.
| Have you taken your temperature before going out? | Please refrain from traveling if you have a fever of 37.5 degrees or higher. |
|---|---|
| Are you feeling well? | Even if you do not have a fever, if you feel unwell, please refrain from traveling. |
| Do you have masks available? | Please wear a mask at the airport and on the plane (except when eating or drinking). If you have medical reasons that make it difficult for you to wear a mask, please inform airport staff. You may also use alternatives such as face shields. |
| Do I need to separate my in-flight meals? | Please note that, in order to avoid contact on board and to manage the hygiene of in-flight meals, cabin attendants will not, as a general rule, provide a cutting service for in-flight meals. If you require your in-flight meal to be cut into pieces, please inform us at the time of booking, whenever possible. |
iStock/Ridofranz
We ask for your cooperation during your trip.
We have compiled a list of things we ask customers to do at the airport or on board in order to prevent the spread of COVID-19. We apologize for the inconvenience, but we appreciate your understanding and cooperation.
①In order to shorten contact time, please cooperate by contacting us in advance with your personal information. If you register for a Priority Guest Card, you will not need to provide your personal information each time you make a reservation, and your boarding procedures at the airport will be smoother (except in some cases where a medical certificate is required).
(Reference) About the Priority Guest Card
https://www.jal.co.jp/jalpri/deals/card.html
② Please help us by minimizing your baggage to avoid queues at the airport and on the plane. If you have a lot of baggage, please consider using the "Hands-Free Outing Service" (domestic flights) or "Hands-Free Delivery Service" (international flights).
(Reference) JAL Hands-Free Travel Service [Domestic Flights]
https://www.jal.co.jp/dom/baggage/tebura/
(Reference) JAL Hands-Free Delivery Service [International Flights]
https://www.jal.co.jp/jp/ja/inter/option/empty/
③In order to minimise contact, we ask that you or your companion assist you with storing your baggage or transferring to another vehicle by yourself or with the assistance of your companion, where possible.
④As a general rule, you are responsible for managing any medical equipment you bring on board.
lastly
In this way, the JAL Group is making every effort to ensure that all customers can enjoy a safe and secure air travel experience. What we want to protect is the smiles of all our customers. We look forward to having you on board.
We'll take you behind the scenes of JAL's work, including inside stories on the introduction of the A350 and the development of in-flight meal menus.
*This article was updated in part on October 19, 2021.
The contents published are accurate at the time of publication and are subject to change.
