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User Guide

Special Assistance

Vanilla Air is always pleased to provide a flight to customers who may require additional assistance, our staff is always available to help.
Learn more about what services we offer, and contact us with our Reservation Center.

Let us know in advance what you need..

Please come to the airport and check-in counter well in advance.

On Board environment

  • The environment inside an operating aircraft is unique, and flight hours, flight height(inside pressurized condition) and conditions of the weather may negatively affect the conditions of your illness or injury.
  • An aircraft height of 9,000-12,000m (30,000-40,000feet), and aircraft cabin pressure is regulated by pressurization device to maintain between 0.7-0.8 bars (10.2psia to 12psia), which equals to that at an altitude of 2500 meters (the height of halfway up the Mt. Fuji).
  • Any trapped gas in the body will expand leading to pain and perforation of the eardrums and intestinal tact.
  • The cabin pressure drops and the oxygen density decreases to 70-80% of the sea level. Decreased air pressure during flight may slightly reduce the amount of oxygen in your blood; so that it may cause problems especially to respiratory apparatus, heart, blood vessel of brain・severe anemia, in the late stage of pregnancy and new born infant body.

1. Customers with Walking Disabilities

Booking

Please download and fill in the form below, and send it via fax at least 5 business days prior to your departure to let us know these 3 points below.

Wheelchair specification form (pdf)

Passengers who will fly to/from Amami Oshima

Due to limited facilities at Amami Airport, there is possibility for using steps for boarding. In order to prevent unexpected accident for boarding, you will be required to inform us your condition in advance. We will confirm whether you are able to go up and down the steps by yourself or with assistance of your accompany. For prior confirmation, please contact us at our Reservation Center before 5 working days prior to the departure.

1.Please let us know your condition of mobility

  • Cannot walk by yourself
  • Can walk to the seat but cannot ascend or descend stairs by yourself
  • Can ascend or descend stairs by yourself but cannot walk long distance

2.Please tell us your wheelchair specification

  • Wheelchairs type(electric/or non)
  • The Number of wheelchairs
  • Decomposable or not
  • Battery type(If there is Li-ion battery, please make sure to let us know.)
  • Please note that there are limitations on the number and types of wheelchairs we can accept for each flight.

3.Please let us know if you are with travel companions.

  • For those customers requiring assistance such as actual feeding or personal hygiene and lavatory functions, we recommend you to travel with an escort or personal care attendant(*).

    *Escort or personal care attendant is required the following conditions:
    1. Must be 12 years of age or older.
    2. Not accompanying child aged 2 or younger
    3. Must be able to assist the accompanying passenger in the case of emergency evacuation.
    4. Must be seated adjacent to the accompanying passenger.

Check-in

  • Wheelchair must be checked-in as luggage. There is wheelchair available for use at airport.
  • Be sure to come to our airport counter 1hour before departure for domestic flight, 2hours before departure on departure day.
  • Please inform us if you need priority boarding and any assistance at arrival point.
  • Please note that depending on facility conditions of airports, priority boarding service is not guaranteed.
  • Please note that customers with disabilities cannot be assigned to exit row seating for safety reasons.

On Board

  • Tools which support mobility (such as crutches, canes, walkers etc) are allowed to be brought.
    (excluding pointed tools)

At arrival

  • If you have requested assistance in exiting the aircraft, please remain seated until our flight attendant arrives.

2. Customers with Hearing and Speech Disabilities

Booking

Please inform us these 2 points bellow.

1.Please let us know if you are with travel companions.

  • For those customers requiring assistance such as actual feeding or personal hygiene and lavatory functions, we recommend you to travel with an escort or personal care attendant(*).

    *Escort or personal care attendant is required the following conditions:
    1. Must be 12 years of age or older.
    2. Not accompanying child aged 2 or younger
    3. Must be able to assist the accompanying passenger in the case of emergency evacuation.
    4. Must be seated adjacent to the accompanying passenger.

2.Are you with service dogs(Guide Dogs/Hearing Dogs/Assistance Dogs)?

  • If you are traveling internationally, please note that service dogs are subject to quarantine in some countries. For information on entry requirements and other regulations, please contact the consulate of your destination country or an animal quarantine center nearest you in Japan. In the case of Japan, you will be required to follow import/export quarantine procedures.
  • Please refer Customer with Assistance Dogs for details.

Check-in

  • Be sure to come to our airport counter 1hour before departure for domestic flight, 2hours before departure on departure day.
  • Please inform us if you need priority boarding and any assistance at arrival point.
  • Please note that depending on facility conditions of airports, priority boarding service is not guaranteed.
  • Please note that customers with disabilities cannot be assigned to exit row seating for safety reasons.

On Board

  • Tools which support mobility (such as crutches, canes, walkers etc) are allowed to be brought on board provided they can be stowed under front seat or in an overhead storage.

Arrival

  • If you have requested assistance in exiting the aircraft, please remain seated until our flight attendant arrives.

3.Customers with Assistance Dogs

Visually impaired, hearing impaired or disabled passengers may bring guide dogs, hearing dogs, or assistance dogs on board at no additional charge.

  • Emotional Assistance Animals are not allowed to be brought on-board.

Booking

If you are traveling internationally, please note that service dogs are subject to quarantine in some countries. For information on entry requirements and other regulations, please contact the consulate of your destination country or an animal quarantine center nearest you in Japan. In the case of Japan, you will be required to follow import/export quarantine procedures.

Check-in

  • Please note that our staff will check your guide dog user certificate/harness on the guide dog (white or yellow harness for guide dogs), or service dog certificate/indication on the harness that the dog is an "assistance dog" or "hearing dog."
  • Be sure to come to our airport counter 1hour before departure for domestic flight, 2hours before departure on departure day.
  • Please inform us if you need priority boarding and any assistance at arrival point.
  • Please note that depending on facility conditions of airports, priority boarding service is not guaranteed.
  • Please note that customers with disabilities cannot be assigned to exit row seating for safety reasons.

On Board

  • Our flight attendant will assist for equipment of the seat and bathroom.

Arrival

  • If you have requested assistance in exiting the aircraft, please remain seated until our flight attendant arrives.

4. Pregnant Customers

Booking

Please make sure to check how many days left to your expecting delivery date before your departure date. You will need the followings preparation.

Customers expecting delivery within 28 days before departure date

We will check a medical certification (in English or Japanese) and it must be issued by a physician no less than 7 days prior to departure (including day of departure).
We cannot accept a medical certification without the following information.

  • Passenger is in good health for air travel
  • Expected date of confinement
  • Any special attention needs
  • Signature of a physician
  • Each pregnant passenger expecting delivery within 28 days may travel with only one infant.
  • In this case, you may not hold the infant on your lap. Even if the infant is under the age of 2, you must purchase a separate ticket and have the infant seated in his or her own seat using a child safety seat. Please refer Usage of child safety seats when you use child safety seats.
  • We can only accept customers traveling with doctor in case customers expecting delivery within 7 days or customers delivered within 7 days.

Check-in

  • Please inform us if you need priority boarding and any assistance at arrival point.
  • Please note that depending on facility conditions of airports, priority boarding service is not guaranteed.
  • Please note that customers with disabilities cannot be assigned to exit row seating for safety reasons.

On Board

  • Our flight attendant will assist for equipment of the seat and bathroom.

Arrival

  • If you have requested assistance in exiting the aircraft, please remain seated until our flight attendant arrives.

5. Customers with children

We kindly ask passengers traveling with children to check the following rules before booking the flight.

Booking

New born infant New born infant
Under 8 days
Infant Infant
8 days - 1 year old

Flat rate of JPY 1,500 (one way per person)
  • Required to travel with accompany who is over 12 years old.
  • accompany needs to be able to take care the children.

Seating

  • [Share a seat with accompany adult]
    May travel on the lap of accompanying adult.
  • [Seating independently]
    Required to use child safety seat.
  • Required to buy adult fare ticket when to seat independently.
  • One adult may accompany up to two infants.
  • Only one child is allowed to travel on the lap of accompanying adult. One of your babies is to occupy his or her seat using a child seat or need to add one more accompanying adult.
  • The various fees and amounts apply only to departures originating from The Philippines. In the case of departures other than from The Philippines, the various fees and amounts will be updated according to the current exchange rate versus the currency of the country of origin.
Child Child
2-11 years old
  • Requred to travel with accompany who is over 12 years old.
  • For security reasons, 2-11 years old children may not be seated in the emergency exit rows.
Adult Adult
12years old or above
  • No limitation.
  • For security reasons, under 15 years old may not be seated in the emergency exit rows.
  • Since the number of infants on board is limited, you must inform that you are traveling with your baby when you make your reservation or purchase your tickets.

Check-in

  • Please note that we do not have baby strollers, child safety seats, or baby bassinets for rental.
  • We accept one of each following items (Baby Stroller, Child Safety Seat or Carrying Basket)to checked baggage allowance for free.
  • Please check the regulation of child safety seats.
  • For security reasons, under age of 15 years old may not be seated in the emergency exit rows.

On Board

  • When seat belt sign turned off, it is not required to use child safety seat, however, when seat belt sign turned on, child safety seat is required or carry a child on the lap.
  • Please feel free to ask our flight attendant when you have any concern.

Arrival

  • If you have requested assistance in exiting the aircraft, please remain seated until our flight attendant arrives.

6. Usage of child safety seats

  • Please note that we do not have baby strollers, child safety seats, or baby bassinets for rental.
  • We accept stroller and child safety seat in addition to checked baggage allowance for free.
  • For security reasons, when to use child safety seat, you may not be seated in the emergency exit rows.
  • The first row seat may not be available to place a child safety seat.
  • You are able to be on board in priority, please walk in to the gate in advance.
  • Please note that we do not assist passengers to set up the child seat. We kindly ask you to set up the child seat by yourself.
  • If you use a child safety seat, the standard adult fare will be charged for occupying a seat.
  • You are allowed to use only the child safety seats that meet the government-approved safety standards. Any child safety seat that fails to meet the safety standards will have to be left with us as a checked baggage.
  • The following child safety seats may be used on board the aircraft:
  • Ones that meet the Japanese standards (JIS, equipment format specification rule), and bear the prescribed label.
  • Ones that meet United States FMVSS-Federal Motor Vehicle Safety Standard, and bear the prescribed label.
  • Ones that meet ECE-R44 issued by the United Nations Economic Commission for Europe, and bear the prescribed label.
  • Ones that allow infants to be seated properly without exceeding the weight limit indicated on the seat.
  • Rear-facing car seats are not allowed to use.

The child safety seats may not be used on board

Please note that we cannot accept the types of child safety seat shown in the following pictures, in addition to ones that cannot be attached to the aircraft seats with the two-point seat belt. (Child safety seats that require the three- or four-point seat belts are not acceptable.)

7. Medical certificates needed

  • Customers expecting delivery within 28 days before departure date
  • Customers using medical oxygen cylinder
  • Customers with health concerns
  • Customers who have had major surgery
  • Please note that we may ask you to submit medical certificates with our call. Please contact with our call center if you have any concern.

Note for medical certificates

Medical certification must be issued by a physician no less than 7 days prior to departure.

  • If you are traveling in return ticket, medical certification must be issued no less than 7 days prior to both departure date.
  • Medical certification must include the following information.
  • Passenger is in good health for air travel.
  • Expected date of confinement.(Pregnant passenger only)

8. Onboard medical equipment

While our flight attendants will do their best to accommodate your travel needs, they are unable to provide any medical assistance such as medications, medical devices, or medical attention etc.
If you require assistance with any of these, we recommend that you travel with a companion or make alternative arrangements.

A.Customer using medical oxygen cylinder

Oxygen is considered a dangerous good and therefore may only be brought onboard for medical purposes. Please make sure to have medical certificates if you use on board. we recommend that you travel with a companion or make alternative arrangements.

Booking

Your oxygen cylinder must meet the following requirements:

  • (1) It must be an approved cylinder and labeled
  • (2) It must be gaseous oxygen for medical purposes, labeled "O2."
  • (3) It must have passed a stress test within the last 3 years (5 years for some cylinders).
  • It must measure no more than 70cm×10cm, weigh no more than 5 kg as it is stored underneath a seat. It must not exceed 5 kg gross weight (including carry bag)

Requirement
To check the specifications in advance, please send below 2 forms with FAX 5 days prior to your departure.

Medical Certificates

Oxygen cylinder specification sheet

  • Oxygen cylinder specification sheet must meet the Oxygen cylinder when traveler bring in to the airport.
  • Oxygen cylinder is only be brought for medical purposes. (not allowed for sports use)

Check-in

  • Be sure to come to our airport counter 1hour before departure for domestic flight, 2hours before departure on departure day.
  • We will check medical certificate and specification sheet that you have submitted in advance and the medical certificate and the equipment you brout on departure date.
  • Please inform us if you need priority boarding and any assistance at arrival point.
  • Please note that depending on facility conditions of airports, priority boarding service is not guaranteed.
  • For security reasons, we will assign your seat; emergency exit row seats will be excluded.

On Board

  • Please bring medical certificates with you on board.
  • The person using the cylinder must be fully knowledgeable in its use or must board with an escort who is fully knowledgeable in its use.
  • The cylinders should be fitted underneath a seat, so be sure to bring enough length of portable oxygen connectors (or tubes).
  • If the cylinders cannot be stowed underneath a seat, they must be checked in as luggage.

Arrival

  • If you have requested assistance in exiting the aircraft, please remain seated until our flight attendant arrives.

B.Customer using Insulin syringes (injection needle) / Epinephrine autoinjector by yourself

  • Customers with diabetes or who use self-injection can bring their Insulin syringes (injection needle) and/or epinephrine auto injector in the cabin.
  • In order to pass the security check smoothly, please inform security check staff that you have the medical syringes (injection needles).
  • For international flights, we recommend carrying a document explaining the purpose of the treatment.
  • Your co-operation is very much appriciated when go through security check.
  • Please do not leave used medical syringes (injection needles) in the cabin, and dispose them properly.

9.Continuous Ambulatory Peritoneal Dialysis (CAPD)

The environment inside an operating aircraft is unique, dialysis cannot be conducted onboard.

  • CAPD(Continuous Ambulatory Peritoneal Dialysis) is a therapy which eliminates the toxic wastes from the body when the kidney fails, and cannot do its job of eliminating these toxic wastes.

10.Portable Oxygen Concentrator (POC)

  • Some types of equipment cannot be used on the aircraft and some types may not be carried on board.
  • Please have a medical certificates with you on board.
  • The user should be fully familiar with the operation of the portable oxygen concentrator, or else should be accompanied by somebody who is fully familiar with it.

Booking

The completed 2 forms are required and need to be sent by FAX to our Reservation Center 5days prior to your departure.

Medical Certificates

POC specification sheet

  • POC you bring on departure date must be the same with the spec sheet that you sent ahead.

Check-in

  • Be sure to come to our airport counter 1hour before departure for domestic flight, 2hours before departure on departure day.
  • We will check the POC specification sheet that you have submitted before and the equipment you brout on departure date.
  • Please inform us if you need priority boarding and any assistance at arrival point.
  • Please note that depending on facility conditions of airports, priority boarding service is not guaranteed.
  • You may no be assigned to exit row and 1st row seating for safety reasons.

On Board

  • The cylinders should be fitted underneath a seat, so be sure to bring enough length of portable oxygen connectors (or tubes).
  • If the cylinders cannot be stowed underneath a seat, they must be checked in as luggage.

Arrival

  • If you have requested assistance in exiting the aircraft, please remain seated until our flight attendant arrives.
Web Check-in is only available for Japan domestic flights.

Thank you for choosing Vanilla Air.


We regret to inform you that due to crew arrangement and late arrival of the aircraft, flights departing and arriving from Taipei airport, New Chitose airport, Naha airport and Narita airport will be delayed.
Please check 【See more info】for latest flight information.
 

 

 

2017-03-27 10:45