• December 11, 2018

JAL to Provide New Sign Language Interpretation Service

~ Improving Accessibility at Customer Service Centers in Japan ~


Japan Airlines announced a new service to improve accessibility for customers using Japanese sign language. (JSL) Starting today, JAL will offer video remote interpreting services at select customer service centers in Japan.

Overview of Service
The JAL Group is continuously working on improving accessibility standards to help create and support a society where everyone can enjoy the joys of travel. Based on an IT service developed by ShuR Co., Ltd., the sign language interpretation service can be accessed at call centers in Japan, check-in counters at Tokyo-Haneda airport`s domestic terminal, and at the JAL Plaza ticketing counter located in downtown Tokyo, providing an option to communicate via sign language with JAL`s representatives.

In prior cases, the company had offered email, fax, and handwriting tools as a way to communicate but with the introduction of the new service, the carrier will now offer an option to communicate through sign language. *
* Note – Japanese sign language (JSL) is offered through this service

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Applicable Locations (Japan Region)
1 International and Domestic Reservation Center
2 JAL Mileage Bank (JMB)
3 JAL Priority Guest Center
4 JAL Customer Support Desk
5 JAL Card – Call Center
6 International and Domestic Tour Group Reservation Desk
7 JAL Plaza – Ticketing Counter
8 Haneda Airport – Domestic Terminal (Trial until end of March 2019)

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How to Use the Service (available in Japanese language only)
Customers may access the service through the links provided below. For JAL Plaza and at Haneda airport, JAL staff will provide support to use the service.

PC Site - JAL Priority Guest Support (Japanese language)

Mobile - Domestic Services for Customers with Hearing or Speech Impairment (Japanese language)

Mobile - International Services for Customers with Hearing or Speech Impairment (Japanese language)



About ShuR Co., Ltd.
Developed video remote interpreting services under the slogan Tech for the Deaf. Expertizing in sign language interpretation, the services are currently implemented by government agencies, as well as local corporations throughout Japan.

Note - Customers in the United States
In the US, Telecommunications Relay Service is provided by dialing 711. The relay operator at the National Relay Service will assist customers by contacting Japan Airlines.


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