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  2. Assistance
  3. For passengers requiring special assistance

For passengers requiring special assistance

Skymark provides various kinds of assistance so all customers can enjoy air travel.

For passengers requiring special assistance

For passengers using wheelchairsopen

Please inform the Reservation Center of your needs in advance so we can provide you with assistance at the airport and while on board.

When making a reservation
Regarding your ability to walk
  • I can walk up and down stairs, but cannot walk for a long distance
  • I can walk, but cannot go up and down stairs
  • I cannot walk
Regarding your wheelchair specifications
  • Manual or electronic
  • Size (length, width, depth), weight
  • Whether or not it folds
  • Battery type (only for electric wheelchairs)

Note: Due to restrictions on the total number, size, and weight of wheelchairs that we can carry, there may be cases where we are unable to accept your wheelchair.

Regarding accompanied persons

Note: If you require assistance to eat or use the restrooms while on board, please bring someone with you for your journey.

On the day of travel
  • We ask that wheelchair users leave their wheelchair at the boarding desk. Customers should use the airport wheelchairs.
  • Wheelchairs that are handed in at the boarding desk will be returned in the arrivals lobby.
  • You will be given priority access to the cabin when boarding.
  • Stair lifts are available for customers who have difficulty going up and down stairs.
    Where stair lifts are not available for unavoidable reasons, either wheelchair ramps will be provided or our staff will assist you.
  • Please arrive at the airport around 60 minutes before departure.

For visually impaired customersopen

Please inform the Reservation Center of your needs in advance so we can provide you with assistance at the airport and while on board.

When making a reservation
Regarding guide dogs
  • You may bring your guide dog on board in free charge
    (*Please refrain from providing your dog with anything other than water while on board.)
Regarding accompanied persons

Note: If you require assistance to eat or use the restrooms while on board, please bring someone with you for your journey.

On the day of travel
  • On the day of departure, please present your user certificate at the boarding desk.
  • You will be given priority access to the cabin when boarding.
  • Please arrive at the airport around 60 minutes before departure.

For customers with hearing impairmentsopen

Please inform the Reservation Center of your needs in advance so we can provide you with assistance at the airport and while on board.

When making a reservation
Regarding hearing/assistance dogs
  • You may bring your hearing/assistance dog on board in free charge
    (*Please refrain from providing your dog with anything other than water while on board.)
Regarding accompanied persons

Please let us know if you will be accompanied.

On the day of travel
  • On the day of departure, please present your assistance dog certificate at the boarding desk.
  • You will be given priority access to the cabin when boarding.
  • Please arrive at the airport around 60 minutes before departure.

For passengers requiring an upper body support harness on boardopen

Support belts are used to help maintain a seated position. Please inform the Reservation Center of your needs in advance so we can provide you with assistance at the airport and while on board.

When making a reservation
Regarding the lending of support belts
  • Without shoulder belt (Width: approx. 13 cm, abdominal belt length: 168 cm)
  • With shoulder belt (Length of body belt: 127 cm)
Bringing your own support belt
  • Please bring a belt that can easily be removed, such as a Velcro or buckle belt.
  • For your safety, you may not use tied items like string, or supports that place pressure on the chest and abdomen.

Note: If you are a wheelchair user, please also check the section entitled "For wheelchair users".

The day of departure
  • If you will be using a support belt, please check the safety of your support belt at the boarding desk.
  • You will be given priority access to the cabin when boarding.
  • Please arrive at the airport around 60 minutes before departure.
  • For on-board safety reasons, please use your support belt after firmly tightening your seat belt.

For passengers with illness or injuryopen

The cabin environment of the aircraft is different to that on land. Please check with your physician in advance if there might be any problems.

When making a reservation
Regarding symptoms and use of medical devices
  • Please contact the Reservation Center in advance as you may be asked to submit a medical certificate and consent form before traveling.
Regarding accompanied persons

Note: If you require assistance to eat or use the restrooms while on board, please bring someone with you for your journey.

Note: If you are a wheelchair user, please also check the section entitled "For wheelchair users".

On the day of travel
  • To double check, you will be asked once again for information on the medical devices, etc. that you informed us of beforehand.
  • Please arrive at the airport around 60 minutes before departure.

Passengers using medical equipment in the cabinopen

The cabin environment of the aircraft is different to that on land. Please check with your primary care physician in advance if there might be any problems. Please contact the Reservation Center in advance if you will be using a medical device or equipment while on board.

When making a reservation
Regarding the medical device or equipment that you will be using
  • Name of medical device
  • Manufacturer
  • Product name
  • Model number
  • Size and weight
  • Presence or absence of batteries

Note: Some medical devices are not allowed to be used on board. Depending on the size and number of medical devices, you may be required to pay a fee for another seat.

Regarding medical certificates and consent forms
  • Medical certificates and consent forms that have been issued within 14 days of the day of travel are required.
    Please submit using the form indicated by Skymark. Skymark's standard medical certificate and consent form can be downloaded here.

Note: If you are a wheelchair user, please also check the section entitled "For wheelchair users".

Regarding accompanied persons
  • Please be accompanied by someone who is familiar with the handling of your medical equipment or device. (*If it states on the medical certificate that you do not need to bring someone with you, please handle the medical device or equipment yourself.)
  • If you require assistance to eat or use the restrooms while on board, please bring someone with you for your journey.
On the day of travel
  • Please bring the original copy of the medical certificate or consent form with you to the airport, and arrive around 60 minutes before departure.
  • To double check, you will be asked once again for information about the medical devices, etc. that you informed us of beforehand.
  • You will be given priority access to the cabin when boarding.

Passengers who require dialysis treatment on flightsopen

The cabin environment on board is different to that on land, and due to the narrow seating we recommend you keep medical activity to a minimum during your flight.
Please review "For customers who will be performing medical care while on board" if you wish to take such action, after confirming with your primary care physician in advance that this will not cause any problems.

Passengers using medical oxygen bottlesopen

The in-flight environment of the aircraft is different from the ground, please check beforehand whether there is any problem on boarding to your doctor.
If you are using an oxygen tank in the aircraft, please inform the Reservation Center in advance.

When making a reservation
About medical certificate / consent form
  • A medical certificate / consent form issued within 14 days including the scheduled boarding schedule is required. Please submit it by Skymark prescribed form. Skymark The prescribed medical certificate / consent form can be printed from here.
About oxygen cylinder specification certificate
  • Certificate of specification for your medical oxygen cylinder is required. Oxygen cylinder specification certificate can be printed from here.
  • Seating fee may be required depending on the size and number of oxygen cylinders.
Oxygen tank carrying condition
  • Container certified. (KHK mark)
  • It must be medical gaseous oxygen. (Display of O2)
  • You have received proof of tolerance every 3 or 5 years.
  • The size of the container is within [height 70 cm × diameter about 10 cm] or less, the total weight per container is 5 kg or less.
  • *Portable oxygen cans and oxygen packs used for sports, etc., liquid oxygen can be dangerous goods and can not be taken in the cabin or with checked baggage.
For those who are accompanied
  • Please accompany someone who is familiar with handling of oxygen cylinder.(When handling accompanying medical certificate, there is description that unnecessary, please handle with yourself.)
  • Guests who are required to assist with the use of meals and toilets in the cabin are required to accompany the attendants. Please note: Customers using wheelchairs should also check "For wheelchair users".
Day of boarding
  • Please bring the original of the medical certificate, consent form and specification certificate to the airport, and please allow around 60 minutes before departure time with a margin as a guide.
  • Information on oxygen cylinders informed in advance will be confirmed on the day.
  • When boarding, we will guide you inside the plane preferentially.

For customers using a cardiac pacemaker or an implantable cardioverter defibrillator (ICD)open

Although it is not affected by airplane boarding, there are times when you respond to a metal detector by security check at the airport. In order to get through the security inspection site smoothly, please present your certificate etc. and inform us of the fact that you wear a pacemaker on security inspection staff.
If you do not have a certificate etc. please explain your situation verbally.

For customers using self-injectorsopen

The in-flight environment of aircraft is different from the ground. Please confirm whether there is any problem before boarding to your doctor in advance.
The following conditions apply regarding the use of syringes.

In the case of insulin syringes
  • We do not need prior declaration or medical certificate about bringing in use.
In the case of syringes other than insulin (epipen etc.)
  • [When using in the cabin]
    We may ask you to submit a medical certificate and consent form beforehand, so please contact the Reservation Center in advance.
  • [When not in use on airplane]
    No medical certificate / consent form is necessary.
Day of boarding
  • We recommend that you carry what you can clearly indicate purpose of use (prescription, diabetes card, diabetes notebook, etc.) so that the airport's security inspection passes smoothly.
  • Please inform us that it is a self-injector (needle) during safety inspection.

For passengers traveling with childrenopen

We are preparing the following services for mothers and babies and those accompanying young children.

Priority boarding

We are giving guidance on boarding at the boarding gate when boarding, for people with babies, small children and pregnant women.

  • *Please come to the boarding gate 20 minutes before departure. The last guide will assist 20 minutes prior to departure.
Picture book / coloring picture set loan

We rent out picture books onboard the aircraft. Please call the flight attendant.

Diaper change stand

We have a diaper change stand inside the plane.

Breast feeding curtain seat

Curtain seats are available so that you can nurse in the plane.

Please feel free to call Skymark attendants for details on using the service and detailed information.

Pregnant womenopen

The cabin environment of the aircraft is different to that on land. Please check with your primary care physician in advance if there might be any problems.

The following conditions apply to customers who are expecting to give birth within the next 28 days.

Those with 29 days or more until their expected delivery date will be treated as general customers, but please check with your primary care physician in advance if there might be any problems.

Travel conditions
Customers who are expecting to give birth between eight and 28 days from the date of travel
  • A medical certificate issued within seven days of the day of travel will be required.
  • If you will be making a return trip, a medical certificate issued within seven days of the date of your return trip will be required.
  • *"It is safe to travel by air" will need to be stated on the medical certificate.
Customers who are expecting to give birth within seven days from the date of travel
  • You will need to submit a medical certificate issued within seven days of the date of travel, and will need to be accompanied by a physician or midwife.
  • *If you will be accompanied by only a midwife, the physician's medical certificate will need to state "Safe for midwife to travel as companion."

Note: In either case, if there are any issues with the medical certificate, it will be necessary to obtain direct approval from the expectant mother's primary care physician that states "It is safe to travel by air."

Regarding medical certificates
  • You do not need to use the form indicated by Skymark. Skymark's standard medical certificate and consent form can be downloaded here.
Regarding accompanying infants
  • A customer who is expecting to give birth within 28 days can only be accompanied by one infant aged two, and the infant will be required to share the customer's seat.
On the day of travel
  • Please bring the original copy of the medical certificate with you to the airport, and arrive around 60 minutes before departure. You will be asked to fill in a consent form at the boarding desk.
  • You will be given priority access to the cabin when boarding.
  • When fastening your seat belt, please tighten it across the lower abdomen, making sure that it does not press directly against the uterus.

Support at the departure airport

Our staff will be waiting for you at the departure airport. You can check the details of your reservation and ask for help, etc.

Although we do accept seat requests at boarding, for safety reasons there are some seats that you are not permitted to use, such as those near the entrance / exits.

In-flight Support

Please do not hesitate to ask a flight attendant if you need guidance on your seat equipment and the equipment in the restroom.

Skymark has designed restrooms that are easily accessible to all customers.

  • *We also offer braille versions of the aircraft safety cards for dealing with emergencies.

Support at the arrival airport

If you received help at the departure airport, we will also have staff available to assist you at the arrival airport.

Regarding medical certificates and consent forms

Customers who are required to submit a medical certificate or consent form, in principle, should submit this through our designated form.

Medical certificates that have been issued by a physician within 14 days of the day of travel are required.

Please contact the Reservation Center in advance regarding the submission of a medical certificate or consent form.

Medical certificates and consent forms

Contact Address

Operator

Please let us know your special needs.

Please call the Reservation Center and inform us how we can assist you.

0570-039-283

  • (from anywhere in Japan)
  • Open: 8:00am - 8:30pm / All year round
FAX reservation services only for customers with hearing or speech disabilities

0570-007-283

  • (from anywhere in Japan)
  • Open: 8:00am - 8:30pm / All year round

You can also book by fax with the above number. Please fax "Seating Arrangement", with necessary information. After booking is completed, we will return you with reservation number on it.

Seating Assignment Request

  • *The rate for local calls from fixed telephones is 8.5 yen for 3 minutes, cell phones is 10 yen for 20 seconds. (Uniform rate throughout Japan)To avoid making a wrong number, please confirm the number before you dial it.