Special Assistance for Passengers
We provide support at the airport and on board for customers with disabilities, those who are injured, and those who are pregnant.
Customers who require special assistance must contact the Contact Center in advance. Those who need assistance should aim to arrive at the check-in counter two hours before departure.
Customers with walking, visual, or hearing disabilities, as well as those with intellectual or developmental disabilities, should inform us of their reservation number, name of the passenger, and request via email. contact.en@zipair.net
Hearing-impaired customers must confirm the following with the contact center in advance. Written communication is available on board. Please inform the crew if you need this service.
Accompanied by a Hearing Dog or Other Assistance
Staff and cabin crew cannot assist with personal care (such as helping with meals or using the restroom). Passengers who are unable to take care of themselves must be seated next to their companion. Please specify your seat in advance.
Customers with hearing dogs should see Customers with Assistance Dogs for the Physically Disabled.
Customers with visual impairments must confirm the following with the contact center in advance.
Accompanied by a guide dog or not
Staff and cabin crew cannot assist with personal care (such as helping with meals or using the restroom). Passengers who are unable to take care of themselves must be seated next to their companion. Please specify your seat in advance.
Customers with guide dogs should check Customers with Assistance Dogs for the Physically Challenged.
Customers with intellectual or developmental disabilities must confirm the following with the Contact Center in advance.
Regarding Accompaniment
Ground staff and cabin crew are unable to assist with personal care (such as eating or using the restroom). Passengers who require assistance (such as eating or using the restroom, etc.) must travel with a companion seated next to them. Please specify your seat in advance.
If you have a medical condition or injury, need to bring medical equipment on board, or have concerns about your health during the flight, please contact the Contact Center in advance. We need to confirm the following items.
Submission of the MEDICAL INFORMATION FORM
Customers who fall into the following categories are required to submit a ZIPAIR-specific medical certificate. Please note that if you do not have a medical certificate, you may be unable to board.
- Customers who may suddenly experience changes in their condition or health.
- Customers who have undergone surgery (including minor surgery) within the last month.
- Customers who have difficulty staying seated during takeoff and landing.
- Customers using medical devices onboard.
- Customers potentially requiring inflight medical assistance.
Please ensure that the medical certificate is dated within 14 days prior to the date of travel, and send it to the Contact Center by 48 hours before your flight. Please bring the certificate with you on the day of travel. Certificates without a date will be considered invalid.
If you would like to confirm the details in advance, please check with the Contact Center via email.
Regarding Accompaniment
Ground staff and cabin crew are unable to assist with personal care (such as helping with meals or using the restroom). Passengers who require assistance with personal care (such as helping with meals or using the restroom) must travel with a companion and be seated together. Please specify your seat in advance.
If you have any questions, please contact the Contact Center.
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Pregnant customers must confirm the following with the Contact Center in advance.
Due Date
If you are within 28 days of your expected delivery date, you must submit the MEDICAL INFORMATION FORM (questionnaire). If the expected date is uncertain, or if you are pregnant with twins or more, or if you have a history of preterm birth, you must submit the form even if you are not within 28 days of the expected delivery date. Please submit this checklist by email to the Contact Center 48 hours prior to boarding, and bring it with you on the day of departure. Please provide a medical certificate dated within 14 days of the date of travel.
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Assistance dogs for persons with physical disabilities (guide dogs, service dogs, hearing dogs) can accompany their owners in the guest room free of charge. Please be sure to inform us when making your reservation. Because they are subject to animal quarantine, please check with the consulate of the country you are visiting and the animal quarantine office of the country of origin regarding the necessary conditions and documents for entry.
On U.S. and Canada-bound flights, in addition to service dogs (guide dogs, assistance dogs, hearing dogs) for persons with disabilities, other service dogs (psychiatric service dogs, alert dogs, etc.) may accompany the passenger in the cabin, provided certain conditions are met. Passengers wishing to travel with their service dog must submit the required documentation. Please consult us at least 48 hours prior to departure.
New conditions for the entry of dogs into the United States will be added effective August 1, 2024. See the CDC website (English text) for more details.
* Assistance and service dogs must be trained to perform specific tasks to assist customers with disabilities. They must wear a harness and at least be marked as a service dog, and their handlers must manage them responsibly. On the day of travel, we will assess the behavior and condition of the assistance/service dog. If we determine that the dog poses a risk to safe operation, we may deny boarding.
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These customers cannot make reservations on the website. Please contact the Contact Center. Regarding taxes and fees, you must purchase a ticket for each seat (excluding some taxes).