JAL Universal Design is born in the hearts and actions of each employee. A variety of learning experiences with the participation of staff across departments helps the concepts of Universal Design to deeply permeate the company.

Training includes simulated situations of a variety of disabilities, taking psychological and facility-related hindrances into account.

Universal Design expeditions were carried out around the world, including major domestic and international airports such as Taiwan, Singapore, and Hong Kong, etc. With the help of people with disabilities, the learning was very practical.
We gained important insights into the actions of customers and our services were able to gain a fresh perspective.

The understanding of staff about Universal Design was further deepened by applying the 10 Principles of Universal Design developed by JAL, and the original in-house text, including practice sheets.

Many staff are proactively obtaining certification as "Service Officers".

There are 326^*1 in place through all of the domestic airports (42 airports) serviced by JAL.

• *1 As of October 1, 2010

The sign language classes taught by in-house volunteers improve cabin service and formally became in-house courses in 1995.

All in-house instructors have obtained level 3 or higher on the Sign Language Certification test.

• * We also have communication boards in airports and cabins.

We provided sign language interpreters for the departure ceremony of the Japanese team for the Taiwan Deaflympics in September 2009, and all flights used by athletes during the event included cabin crew that were capable of sign language.

Based on the request that there be "some kind of sign that staff are able to do sign language", from March 25, 2012, cabin crew on domestic and international flights began wearing badges that signify their ability to do sign language.
There are two types of badges for sign language- capable staff and sign language students.
The design is the sign for "I love you", "Airplane", and "J A L".

"I want to be able to smoothly go through procedures at the airport without stress. For example, I want simplified counter procedures, shortened security inspections, and quick information in the event of irregularities." In order to meet these requests, we have developed communication boards together with customers, to assist in communication. There is a counter version and a security checkpoint version, and they are available in other languages (Japanese, English, Chinese and Korean) and with pictures (pictograms).

Based on the request, "I would love it if you had menu cards that showed what drinks are available onboard", menu cards with photos were introduced in January 2012, making it easier to quickly choose the drink that you would like. Previously, there had been a variety of inconveniences such as not wanting to disturb passengers that are sleeping next to you, not being able to hear the cabin crew, sitting in the window seat, etc. Easy to understand English menus have also been prepared for foreign customers.