介助サービス管理規程 Special Assistance Management Regulations 돌보미 서비스 관리 규정 爱心服务管理规定 援助服務管理規定

Article 1. The purpose of these Special Assistance Management Regulations (hereinafter “Regulations”) is to stipulate the necessary matters regarding the provision of special assistance (as defined in the next paragraph) by Japan Airport Terminal Co., Ltd. (hereinafter “JAT”), Tokyo International Air Terminal Corporation (hereinafter “TIAT,” while JAT and TIAT are hereinafter referred to collectively as “Management”), or third parties consigned by said companies.

2. Special assistance refers to services conducted to help support (guide) the necessary movements of customers with limited mobility, elderly customers, and any other customers with impairments that require special help using the terminals (as defined below) in Tokyo International Airport Terminal 1, Terminal 2, and Terminal 3 (hereinafter collectively referred to as the “Terminals”), as well as Tokyo International Airport parking lots P1, P2, P3, P4, and P5 (hereinafter collectively referred to as the “Parking Lots”) that are adjacent to each terminal.

3. “Special assistance reservations” refer to advance reservations for special assistance placed online, by phone, or via an application at an information counter by individuals intending to use the service.

4. “Special assistance applications” refer to applications for special assistance placed by individuals who did not place a special assistance reservation.

5. Special assistance reservations and applications are collectively referred to as “special assistance requests.”

6. Individuals who register for membership based on Article 4 Paragraph 2 to place a special assistance reservation are referred to as “members.”

7. Individuals who complete special assistance reservations based on Article 5 Paragraph 6 are referred to as “reservation holders.”

8. Individuals who use special assistance based on special assistance requests are referred to as “special assistance users.”

Article 2 Those wanting to use special assistance are seen as having made a special assistance request after reading these Regulations and are deemed to have agreed to these Regulations upon making said special assistance request.

2. When using special assistance, special assistance users must comply with these Regulations, the Tokyo International Airport (Haneda) Domestic Passenger Terminal Buildings Regulations for the Use of Passenger Service Facilities and Notice to All Individuals Entering Tokyo International Airport Building set forth by JAT, and the Passenger Terminal 3 Service Regulations set forth by TIAT.

Article 3 Management may revise these Regulations without prior notice to members. When these Regulations are revised, Management will post the revised Regulations and the effective date of said revisions on the website’s Special Assistance Reservations page, and the said revised Regulations will take effect on the said effective date.

Article 4 Those wanting special assistance must make a special assistance reservation in line with the provisions of this paragraph and the following paragraphs, or apply based on the provisions of Article 12 if they have trouble making a reservation in advance.

2. When those wanting special assistance make their reservation online, they will complete the member registration process via the method specified by Management.

3. When those wanting special assistance make their reservation by calling the Terminals’ general reception or by applying at an information counter, they will provide the information requested by Management including the name, address, and contact information of the individual wanting special assistance via the method specified by Management.

4. For the preceding two paragraphs, if Management requests the individual’s identification documents or handicap certificate, the individual seeking special assistance must provide the documents requested by Management via the method specified by Management. If they do not provide said documents, Management may refuse the reservation for special assistance.

Article 5 Only those wanting special assistance and who are certain they will use it should place a special assistance reservation, and the usage date will be within thirty days from the day that the reservation was placed.

2. The maximum number of special assistance reservations that a reservation holder can make in advance is three reservations.

3. Special assistance reservations must be placed at least 24 hours before the desired date of usage.

4. Special assistance reservations that include helping the user between the Terminals and a departure or arrival at another airport must be placed at least two days before the desired date of usage.

5. If the reservation needs to be changed or canceled, the reservation holder should conduct the change or cancelation at least 24 hours before the desired date of usage. In urgent and unavoidable situations when the reservation needs to be changed and less than 24 hours remain until the desired date of usage, the reservation holder should call and alert Management as soon as possible.

6. Special assistance reservations placed online will be considered complete once Management has sent a reservation completion notice, while reservations placed over the phone or at an information counter will be considered complete once the related staff has verbally confirmed said reservation. Special assistance reservations are first come first served, so we may not be able to provide services at your requested time if another reservation already exists for that time.

Article 6 Members are responsible for managing the member ID and password issued when they registered for membership.

2. Members will not share, lend, transfer, or sell their member ID or password to a third party.

3．Management is not responsible for any damages incurred by the member due to insufficient management or incorrect usage of their password or usage by a third party.

4. If a member discovers that their password has been stolen and is being used by a third party, they should contact Management immediately and follow any additional instructions given by Management.

Article 7 If a member wishes to cancel their membership, they must do so in line with the cancelation procedures specified by Management.

Article 8 If there are changes to a member’s registered information, they should update their registered details via the method specified by Management. Management is not responsible for damages incurred by a member or third party due to failing to update their information.

Article 9 The specific special assistance services offered by Management are as follows:

1. (1) Helping customers with wheelchairs get around
2. (2) Guiding customers with visual impairments through the Terminals
3. (3) Helping pregnant people, elderly customers, and those with small children get around
4. (4) Wheelchair, stroller, and writing board rentals
5. (5) Any other special assistance that the user requests, which Management deems feasible to provide and agrees upon with the user

2. Notwithstanding the provisions of the preceding paragraph, the services below are not included in special assistance:

1. (1) Assistance with transfers to the toilet
2. (2) Assistance with excretion
3. (3) Assistance with changing clothes
4. (4) Meal assistance
5. (5) Unreasonably long response times

3. JAT provides special assistance in Terminal 1 and 2 for those with boarding passes for the departure and arrival gate areas, as well as parking lots P1 through P4 and the surrounding areas, while TIAT provides special assistance in Terminal 3 for those with boarding passes for the departure and arrival gate areas, as well as in parking lot P5 and the surrounding areas.

4. Even if the Administrator is unable to provide Special assistance in response to a request from a user of Special assistance, the Administrator shall not be liable for any loss, expenses, breach of contract, or any other damages.

Article 10 The Special assistance fee is free.

Article 11 Reservation holders will go to the information counter or the location specified by Management at their reserved time and provide their name and any other information requested by Management before they can use special assistance.

Article 12. Those without a special assistance reservation who wish to use these services may also apply via phone or at an information center at any time.

2. For applications mentioned in the preceding paragraph, the individual wishing to use special assistance will provide the information requested by Management, including their name, address, and contact information. If Management requests the individual’s identification documents or handicap certificate, the individual seeking special assistance must provide the documents requested by Management via the method specified by Management. If they do not provide said documents, Management may refuse the application for special assistance.

3. For special assistance applications described in the two preceding paragraphs, Management will only accept said applications and provide special assistance if they deem service provision possible based on existing special assistance reservations and other factors.

4. If Management accepts the special assistance application described in the preceding paragraph, the said application will be considered complete upon said acceptance.

Article 13 To begin providing service, Management may ask the special assistance user to provide personal identification documents, handicap certificates, tickets, or other documents to confirm their identity, and users agree in advance to complying with these requests. If a user does not comply with said requests, Management may refuse to provide special assistance services.

Article 14 If Management deems that any of the following cases apply to those requesting or using special assistance (hereinafter collectively referred to as “all special assistance service users”), their reservations may be terminated, or if service provision has already begun, it may be discontinued. In such cases, Management will not be responsible for any damages incurred by the user or third parties, regardless of the reason.

1. (1) When these Regulations, the Tokyo International Airport (Haneda) Domestic Passenger Terminal Buildings Regulations for the Use of Passenger Service Facilities and Notice to All Individuals Entering Tokyo International Airport Building set forth by JAT, or the Passenger Terminal 3 Service Regulations set forth by TIAT are violated.
2. (2) When false information is communicated to or registered with Management.
3. (3) When it is discovered that someone other than the special assistance requester is using the service (unless Management has been informed in advance that a third party will also use the service and approved said usage).
4. (4) When a member of Management (including but not limited to related service staff) or Terminal users is or may potentially be in danger.
5. (5) When Terminal facilities are or may potentially be damaged.
6. (6) When the smooth operations of the Terminals are or may be disrupted.
7. (7) When Management determines that special assistance services cannot be provided as usual due to earthquakes, fires, power outages, flooding, tsunamis, volcanic eruptions, riots, disturbances, war, or other emergencies, or for Terminal operation-related reasons.
8. (8) Any other cases that Management determines it inappropriate to provide special assistance.

Article 15 If a user is discovered to be a member of or affiliated with anti-social forces (gangs), or if any of the cases below apply, Management may immediately cancel their special assistance reservation or discontinue service provision without prior notice. If Management incurs any damages due to a special assistance reservation cancelation or service suspension/discontinuation based on this article, the user will be responsible for compensating all damages incurred.

1. (1) When the user is found to be a member of or affiliated with an organization that is run or supported by anti-social forces.
2. (2) When the user is found to have used anti-social forces inappropriately to gain unjust profit for themselves or a third party, or to harm a third party.
3. (3) When the user is found to have funded anti-social forces or provided them with benefits or advantages.
4. (4) When the user makes violent demands, unfair demands that exceed our legal responsibilities, engages in menacing actions directly or through a third party, or resorts to violence.
5. (5) When the user takes any other actions related to the items above.

Article 16 In the cases listed below, Management may suspend the acceptance of special assistance requests. Generally, notices about such cases will be posted on the websites operated by Management. However, in emergencies and other unavoidable instances, such notices may be omitted. In cases where the acceptance of special assistance requests is suspended, Management will not be responsible for any damages incurred by all special assistance service users or third parties, regardless of the reason.

1. (1) When performing system maintenance and construction regularly or urgently.
2. (2) When an unavoidable failure occurs in the system.
3. (3) When special assistance requests cannot be provided as usual due to earthquakes, fires, power outages, flooding, tsunamis, volcanic eruptions, riots, disturbances, war, or other emergencies, or for Terminal operation-related reasons.
4. (4) If the administrator deems it unavoidable.

Article 17 Management may suspend special assistance, in part or in whole, at any time if they deem it necessary for business-related reasons.

2. If Management suspends special assistance as mentioned in the preceding paragraph, notices will be published on the websites operated by Management. However, in emergencies and other unavoidable instances, such notices may be omitted.

Article 18 When performing special assistance, Management will handle personal information (as defined in the Act on the Protection of Personal Information Article 2, Paragraph 1) that special assistance users have provided in accordance with the Act on the Protection of Personal Information and other related laws (hereinafter “Related Laws).”

2. Special assistance users agree in advance that Management may provide special assistance users’ names, flight dates, flight numbers, and information about services provided by Management to airlines that special assistance users plan to use, in accordance with Related Laws and within the limits necessary to provide services to said users.

3. Special assistance users agree in advance that when special assistance users are arriving or departing from a different airport (limited to airports specified by Management separately), Management may provide special assistance users’ names, flight dates, flight numbers, and information about services provided by Management to said airports that special assistance users plan to use, in accordance with Related Laws and within the limits necessary to provide services to said users.

Article 19 Management takes no responsibility for damages incurred by special assistance users when special assistance requests are refused or terminated, service provision is refused or suspended, the reception of special assistance requests is suspended, special assistance requests or services are unavailable due to communications issues, or when losses or damages are incurred due to equipment failures on which special assistance users entered their data, as outlined in Article 4 Paragraph 4, Article 12 Paragraph 2, and Articles 13 to 16.

2. Management’s responsibility to special assistance users is limited to operating services so that special assistance users can place special assistance requests and use said services without any hindrances. Management is not responsible for any damages incurred by special assistance users (including damages arising from issues with third parties) due to placing special assistance requests or using the services, nor for any damages incurred by special assistance users or third parties when special assistance requests and services cannot be used in part or in whole, except in the cases specifically provided in these Regulations.

Article 20 The copyright and other intellectual property rights of all information relating to Special assistance Reservations, etc. and Special assistance provided by the Administrator shall belong to the Administrator.

Article 21 The Administrator may entrust the administrative procedures based on these regulations to a third party.

Article 22 If Management incurs damages due to special assistance users violating these Regulations, the Tokyo International Airport (Haneda) Domestic Passenger Terminal Buildings Regulations for the Use of Passenger Service Facilities, the Notice to All Individuals Entering Tokyo International Airport Building, or the Passenger Terminal 3 Service Regulations set forth by TIAT, or because they did not comply with instructions from Management, special assistance users must compensate Management for all damages incurred.

2. If a third party incurs damages due to special assistance users violating these Regulations, the Tokyo International Airport (Haneda) Domestic Passenger Terminal Buildings Regulations for the Use of Passenger Service Facilities, the Notice to All Individuals Entering Tokyo International Airport Building, or the Passenger Terminal 3 Service Regulations set forth by TIAT, or because they did not comply with instructions from Management, special assistance users will be responsible for compensating the third party for all damages incurred.

Article 23 If any issues should arise between Management and special assistance users regarding special assistance services or requests, said parties will work together to resolve said issues in good faith.

2. If they are unable to resolve the issue mentioned in the preceding paragraph, any lawsuit regarding special assistance services or requests will be submitted to the Tokyo District Court as the court of first instance with exclusive jurisdiction.

Article 24 These Regulations and the use of special assistance services and special assistance requests will be governed by Japanese law.

These Regulations will take effect on October 1, 2024.