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Universal Design as a Guiding Principle |
The customers of the JAL Group represent a broad cross section of society and as such have a diverse range of needs based on such factors as age, how frequently they fly, language, cultural background and physical ability. We are implementing universal design as a guiding principle to provide secure and pleasant travel for all our customers.
Our universal design philosophy goes beyond increasing the legibility of airport signs or modifying facilities to make them easier to use. By being sensitive to any inconvenience or stress to our customers, we endeavor to find ways that will help put them ever more at ease.
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Universal Design Training |
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Since fiscal 2005, 205 of our employees have obtained the grade of Class 2 Universal Design Coordinator. They are putting universal design into practice in the development and improvement of products and services. In fiscal 2007, we set up an e-learning course on the company’s intranet, enabling still more of our employees to understand the philosophy of universal design.
In addition, to be of service to our elderly and disabled customers, we have assigned 300 employees with Class 2 care-fitter qualifications to our 42 domestic airports.
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Universal Design Coordinator |
| Universal Design Coordinator is a qualification sponsored and accredited by the Institute of Advanced Studies in Universal Design, a nonprofit organization (NPO) certified by the Cabinet Office in Japan. The qualification attests that the holder has specialized knowledge of areas including social welfare and medicine, understands universal design theory and can utilize this in products and services. |
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Care-Fitters |
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The notion of being a “care-fitter” is one that originated in Japan and is directed at acquiring particular skills by those who frequently deal with senior citizens and people with disabilities. To this end, a care-fitter qualification is awarded by the Nippon Care-Fit Service Association, an NPO. JAL Group employees with the qualification wear identifying badges so that customers requiring their assistance may easily recognize them. |
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More Than Just Equipment |
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| Towards our goal of a people-friendly airport, we are taking a fresh look at the activities of passengers from the moment they arrive at the airport to when they board their plane. In line with this, we are making changes to our airport signs in terms of overall style and the use of imagery, coloring and lettering so as to make them easier to understand. In March 2007, we changed the signs on automatic check-in machines and around our check-in counters at Haneda Airport. From fiscal 2007 onwards, we will extend these improvements to Narita and other airports. We have also introduced knives for our inflight meals that are easier to use. In future, we plan to study how to offer meals that are easier for all our customers to eat, based on universal design. |
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Equipment Upgrade |
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| Since fiscal 2005, we have been conducting surveys on the usability of our aircraft in active service. We have made repeated checks on the ease with which customers can use our equipment and whether the aircraft are work-friendly environments for cabin crew. With the introduction of new Boeing 737-800 aircraft, we have made toilet door handles more user-friendly and increased the legibility of the “occupied” signs. With the planned introduction of newly designed seats, we will change to personal-monitor controllers and seat-reclining buttons that are simpler to operate. |
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| For domestic flights, the JAL Group has established the Smile Support Desk to help passengers with special needs, such as passengers with children up to three years old, expectant mothers, children traveling alone and passengers over the age of 65. At this desk, we offer support to ensure a safe and comfortable journey. Full details are listed in our timetable, on our website and in pamphlets at airports. |
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Services for expectant mothers and passengers with young children |
• Priority seating
• Mama & Baby Odekake Guide (in Japanese)
• Loan of strollers
• Priority boarding |
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Support for children traveling alone and passengers over the age of 65 |
• Priority seating
• Guidance to the arrivals lounge upon landing
• Original JAL toys for children |
Smile Support Desk
Toll-free: 0120-25-0001 (available daily from 06:30 to 22:00) |
In the JAL Group, we refer to passengers with disabilities and those with illness or injury as priority guests and give them precedence over our other customers. Established in 1994, the JAL Priority Guest Center responds flexibly to a variety of conditions, such as passengers suffering from panic syndrome, autism or kidney disease, or those fitted with pacemakers or artificial anuses. The Priority Guest Center is staffed by experienced employees who respond attentively to customer inquiries.
On international routes, the JAL Group provides special meals, such as for diabetics and for people on low-calorie diets. We also offer inflight explanations in Braille (Japanese language), boards for written communication, stretchers, onboard wheelchairs and toilets adapted for those using wheelchairs. Guide, service and hearing dogs may be taken on all flights.
Fax: 0120-747-606 (reservations and information for those with hearing and speech disabilities)
 Priority Guest Center
Toll-free: 0120-747-707 (available daily from 09:00 to 17:00) |
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Message from President & CEO
Company Profile
History of JAL
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