Reservations and Changes
Whether you need to book your flight, choose your seat or make a change, you can handle it all from here. ANA Mileage Club Members can even register their booking preferences, to make future reservations easier.
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Register Your Reservation Preferences
ANA Mileage Club Members can register their reservation preferences, making future online reservations faster than ever. Whether you're a frequent business traveler or occasional vacationer, this complimentary service makes flying with ANA a breeze.
Information You Can Register
Reservation information
- Frequently flown routes
- Boarding class
- Passport information (for international flights)
- Seating preferences (for domestic flights within Japan)
- Frequently used fares (for domestic flights within Japan)
Payment information
- Payment method
- Credit card information (up to two cards)
Contact information
- Email address
- Mobile phone number
Other information
- Support information for a passenger requiring special assistance
- Caregiver's Fare information (for domestic flights within Japan).
- Note: You can view the information given, but cannot register or update information
- Areas you frequently stay overnight (Japan only)
How to Register or Update Information
From your ANA Mileage Club Member page:
- Once you're logged in, select "My Menu"
- Go to "View or Update Your Profile"
- Select "Reservation Information" to register your preferences
From your reservation:
- Go to the bottom of the Reservation Information screen
- Select "Register or Update Basic Reservation Information"
Advance Seat Assignments
We offer the seats that can be assigned in advance. If you're not able to reserve your seat ahead of time, please make your seat reservation at the airport on the day of your departure.
Selecting Your Seat
Please select your preferred seat using the seat map shown in the main area of the Seat Information page. Be sure to confirm your selection by pressing the "Register and finish" button. Note that the seat map shown in the main area of the Seat information and the corresponding arrangement may be different.
Tips:
- If you're selecting seats two or more passengers, make sure you've selected the correct passenger name from the names displayed.
- If you're selecting seats for multiple sectors, press the "Register and continue" button to proceed to the seat selection for the next sector.
- If you're flying on ANA operated flights, you can check "Layout" for details on seating and the layout of the aircraft and "Seat Type" for the specifications of your seat.
Applicable Flights
- Flights operated by ANA Group (whether an international flight or domestic flight within Japan).
- Many flights operated by other airlines; note that some flights are excluded and there may be cases in which customers are able to request a seat preference (e.g., aisle or window), even if they cannot request a specific seat.
Non-applicable Flights and Reservations
- Flights not operated by ANA with the following conditions:
- The operating airline's policy doesn't allow advance seat reservation.
- Advance seat reservation requires an additional fee. Note: If the reservation is made for a flight which is not operated by ANA, you should direct inquiries on advance seat reservation availability and additional fees to the relevant operating airline.
- If the reservation for a codeshare flight is made under an ANA flight number, advance seat reservation is not possible.
- However, advance seat reservation is available for some Lufthansa-operated flights reserved under an ANA flight number.
- Flight reservations which include infants who occupy their own seats
- Some cases you reserved flights via travel agents
- Other cases in which advance seat reservation is not available due to reservation conditions (please review Important Notes below).
Important Notes
- Seat assignments are available on the ANA Website until 48 hours prior to departure. Online Check-in is available on the ANA Website beginning 24 hours prior to the time of your international flight; it closes 75 minutes before departure.
- The seats that can be assigned in advance are limited.
- The number of seats that can be reserved in advance is restricted in order to ensure seating is available for passengers with special needs.
- Seats available for advance seat reservation may differ by ANA Premium member status or booking class. Please check the ANA Website for the latest seat map, as available seats may differ by availability.
- Please note that your assigned seat may change due to change in aircraft or other reasons.
- Passengers traveling with an infant may not be seated in the same section as another passenger traveling with an infant due to limitations of oxygen masks. If your party includes more than one passenger traveling with an infant, please assign seats in a different row or a section across from the aisle.
Paid Advance Seat Reservation
Economy Class passengers in certain booking classes can pay a reservation fee and to reserve an aisle or window seat, a seat conveniently located toward the front of the aircraft for smooth boarding and disembarking, or one of our popular seats with extra legroom.
Changes, Charges and Refunds
Get details on how to make reservation changes, as well as how additional charges and refunds apply.
Reservation Changes
Need to make a change to your itinerary? You may be able to do so through our website.
How to Make Changes
To display the details of your reservation, select the "View Reservation" button.
To make changes to your reservation, go to the "Reservation Details" page, then select the "Change Reservation" button displayed under your itinerary.
For passengers who have already purchased and been issued a flight ticket:
After selecting a sector which you'd like to change, enter the date and itinerary and select a new flight from the search results.
Example:
Changing the following itinerary "Point of Departure" Osaka → Tokyo (stop-over) → Los Angeles (stop-over) → Denver "Point of Arrival"
| Desired Changes | How to Enter Conditions |
|---|---|
| You wish to cancel an Osaka → Tokyo flight | "Point of Departure" Tokyo, "Point of Arrival" Denver |
| You wish to change an Osaka → Tokyo flight to another flight on the same day | "Point of Departure" Osaka, "Point of Arrival" Denver |
| You wish to cancel a Los Angeles → Denver flight | "Point of Departure" Osaka, "Point of Arrival" Los Angeles |
| You wish to change a Tokyo → Los Angeles itinerary to another flight | "Point of Departure" Osaka, "Point of Arrival" Denver |
- When changing part of a reservation's itinerary, fare recalculation will be based on the fares that can be used for your new itinerary.
- The reservation for the itinerary from departure airport to arrival airport will then be remade.
- Fares may vary depending on seat availability at the time of the change. The reservation will also be remade if the same flight is included in the itinerary both before and after the change.
Example:
Itinerary Before Change: Itami-Narita-San Francisco 100,000 JPY
Itinerary After Change: Kansai-Haneda/Narita-San Francisco 150,000 JPY
A difference of 50,000 JPY resulted from the fare recalculation for the change.
Changes You Can Make on the ANA Website
Passengers who have already purchased and been issued a flight ticket can change:
- Date
- Sector
- Flight
Note: changes to the number of passengers and changes to itineraries with stays in multiple cities cannot be made through the ANA website.
Price Differences When a Change is Made
Oftentimes, changing a reservation will result in a new fare. Additional charges and/or refunds will be applied once we determine the fare differential and add the processing fee.
- When additional charges apply, only credit card and PayPal payments will be accepted.
- When a refund is issued, it will be issued to the credit card or PayPal account used at the time of purchase.
Refunds with Other Payment Methods
If you use a payment method other than a credit card for you purchase, any subsequent refund will be issued accordingly:
- Cash: Refund will be made to your designated bank account; you will be responsible for any bank transfer fees. Note: When performing the relevant procedures, you will need your ANA Mileage Club login information. If you are not an AMC member, please contact ANA by telephone.
- ANA SKY COINS: ANA SKY COINS will be refunded to the mileage account, minus any ANA SKY COINS that have expired at the time of the refund.
- PayPal: PayPal's refund standards will apply.
Validity for Changes
For passengers who have already purchased and been issued a flight ticket, the validity is up to 24 hours prior to the departure of the flight you hold or up to six hours prior to departure of the flight you'd like to change to, whichever is sooner.
Eligible Reservations
Reservations that can be changed through the ANA website:
- Must have been made via the ANA website.
- Must be for a simple round trip, one-way or open-jaw itinerary.
- Must feature a changeable fare via the ANA website.
- Must not have had any changes made via ANA by telephone.
The following cannot be changed through the ANA website:
- Reservations that include an upgraded flight (if you cancel the upgrade, you can proceed with the change)
- Reservations made (or changed) via ANA by telephone
- Itineraries that involve stays in multiple cities
- Reservations for which traveler classification (adult: 16+ years old; adult: 12-15 years old; child, 2-11 years old, etc.) will change if the date of boarding is changed
- Reservations made via a travel agency
- Itineraries containing flights with different boarding classes
- Passengers who have only made a reservation (where the purchase process has not been completed)
There may be other instances in which changes cannot be made due to the nature of the reservation. If you're not able to cancel your reservation via the ANA Website, please contact ANA by telephone. Whether or not changes are permitted will be determined in accordance with the relevant fare rules. Additionally, processing fees may apply when you change the reservation.
Refunds from Reservation Changes
Reservation changes may result in a refund. Read on to see how we handle them.
Voluntary Changes and Refunds
Need to change your reservation after you've purchased a ticket? We can help. If you purchased your ticket on the ANA Website, you can change it online.
Please contact ANA by phone, ANA city ticketing counter or international airport ticketing counter for information on reservation changes and refund procedures for tickets purchased through them.
RESERVATION CHANGES
- Tickets
- Changes can be made for tickets with fares for which this is permitted
- Some fare rules may not allow reservation changes, or handling fees may apply
- Changes will be processed upon verification of your reservation and ticket details; we'll let you know if there are any fare, tax or fee differences, or if any handling fees apply
- Depending on the country and itinerary, the handling fees for changes, refunds and cancellations stipulated in the relevant fare rules may be subject to separate taxation
- Electronic Miscellaneous Document (EMD)
- Please see the relevant service information page when making changes to service usage times (e.g., paid lounge access)
- To learn more about EMDs, please go here.
- Exchange/reissue service charge (ESC)
- The exchange/reissue service charge is waived for ticket changes made on the ANA website
- For ticket changes made over the phone with an ANA customer service representative or at an ANA counter (international airport) in Japan, there will be a service charge per passenger, per ticket (multiple sectors may be included)
- Handling fees will not apply if no fare, tax or other fee differences have been incurred, and if no route changes have been made on a ticket change
- For ticket changes, if the applicable fare specifies higher handling fees for changing reservations, only this amount will be charged.
- For EMD changes, an exchange/reissue service charge is incurred when the validity period is extended to carry out exchange/reissue
REFUNDS
- International tickets (ticket numbers starting with 205) issued by ANA are eligible for refunds.
- EMDs (EMD numbers starting with 205) issued by ANA are also eligible for refunds.
- Please contact the relevant carrier for international tickets/EMDs not issued by ANA (includes those from other carriers reissued by ANA).
WHERE TO APPLY FOR REFUND
| Place of Purchase | Where to Apply for a Refund |
|---|---|
| ANA website | ANA website or ANA by phone in each country |
| ANA by phone | ANA by phone in the country of purchase |
| ANA International airport ticketing counter within Japan | ANA by phone in Japan or ANA International airport ticketing counter within Japan (Please note that for purchases made with large sums of cash, including purchases using ANA travel vouchers), refund requests cannot be accepted at airport counters. For further details, please contact ANA in Japan by phone.) |
| ANA city ticketing counter outside Japan or ANA airport ticketing counter outside Japan | In principle, ANA city ticketing counter at the country of purchase |
| Travel agency | Travel agency where ticket was purchased |
Please note:
- Depending on the currency used for the payment, a refund may not be possible outside the country of purchase.
- Refunds made outside Japan may be made by check.
- The refund will be made in the local currency.
Refund Period
- Ticket refund requests are accepted within one year and 30 days of the date of the first flight sector on the ticket (or the date of issue if unused), after confirmation of the e-Ticket Itinerary Receipt and the submission of the necessary information.
- EMD refund requests are accepted within one year and 30 days of the relevant EMD issuance date, upon submission of the necessary information.
Refundable Amount
- On tickets, the refundable amount is determined by:
- Before the first flight sector, refunds are calculated by subtracting the relevant handling fees from the total amount paid (includes taxes/fees) (Passenger Service Facility Charge etc.).
- After the first flight sector, refunds are calculated by subtracting the handling fees, the fares for used sectors, and the taxes and fees (Passenger Service Facility Charge etc.) for unused sectors from the total amount paid.
- Refunds may not be available for some fares. Depending on the country and itinerary, the handling fees for changes, refunds and cancellations stipulated in the relevant fare rules may be subject to separate taxation. In case of a refund request after changing the reservation, the strictest fare rules among the changed fares will apply.
- On EMDs, if the cancellation charges have been specified, the refund amount will be calculated by subtracting the designated charges from the amount paid. Depending on the country and itinerary, the handling fees for changes, refunds and cancellations stipulated in the relevant fare rules may be subject to separate taxation. Note that refunds may not be applicable, due to EMD usage restrictions.
Refund Charge/ Cancellation Fee
If a ticket or EMD contains fare/fee restrictions that limit the refundable value and require a cancellation fee to be deducted per one person/ticket or EMD upon refund. Depending on the country and itinerary, the handling fees for changes, refunds and cancellations stipulated in the relevant fare rules may be subject to separate taxation.
Refund Methods and Processing Time
- When paid by credit card:
- Refunds will be made via the company of the credit card used for purchase.
- This may take up to one to two months, depending on when the refund request is received, and the closing date and refund processing procedure conditions of the applicable credit card company.
- In some cases, the ticket purchase and the refund request are processed first and the service fee is charged at a later time, while in other cases, the ticket purchase is processed first, and the ticket amount, less the handling fee, is refunded at a later time (contact your credit card company for details).
- Extra time may be necessary if coordination with other airline companies is required.
- When paid in cash:
- Cash will be deposited into your bank account (you are responsible for any bank transfer fees), or a check will be issued (may apply to certain areas outside Japan upon ticket issuance).
- As a general rule, the person who is named as the passenger on the ticket will receive the refund; for identification purposes, you may be asked to present your ANA Mileage Club membership number, an official identification document, or an authorization letter; official identification documents include passport, driver's license, insurance card, residence card (for non-Japanese nationals residing in Japan).
- The refund will be issued to the specified account within approximately 10 days after the refund is processed.
- Processing time may be even longer in certain situations, such as during the failure of financial institution systems, or when numerous flights have been cancelled due to inclement weather.
- Extra time may be necessary if coordination with other airline companies is required.
Purchased with using ANA Value Voucher
Amounts which had been paid with ANA Value Vouchers will not be refunded. For details, please refer to the ANA Value Vouchers information.
Purchased with using ANA SKY COINS
ANA SKY COINS that have expired at the time of the request will not be refunded. For details, please refer to the ANA SKY COINS information.
Involuntary Changes and Refunds in Cases Beyond ANA's Control
Customers who experience delays and cancellations caused by circumstances beyond ANA's control (*) can receive refunds or be rebooked onto another ANA-operated flight.
Please note that there may be cases in which customer requests cannot be fulfilled due to terms related to the ticket type or flight transfer process.
- * "beyond ANA's control" includes, but not limited to, Force Majeure such as meteorological conditions, acts of God, strikes, riots, civil commotions, embargoes, wars, hostilities, disturbances or unstable international relations).
Involuntary Changes and Refunds in Cases Within ANA's Control
If flight delays or cancellations occur as a result of equipment malfunctions or other reasons which are attributable to ANA, customers can change to other ANA flights or have their tickets refunded.
Please note that there may be cases in which customer requests cannot be fulfilled due to terms related to the ticket type or flight transfer process.
Refunds from Reservation Cancellations
A ticketed reservation made via ANA SKY WEB U.S., ANA Customer Service Center or ticketing counters at US airports served by ANA may usually be cancelled without penalty within 24 hours after the ticket is issued. However, if that reservation is made within one week of departure, it can only be cancelled without penalty if permitted by applicable fare rules. Refunds must be requested through the ANA Customer Service Center in the U.S. As for award tickets, expired miles cannot be refunded.
The validity for cancellations and refunds is until 24 hours prior to the departure of the desired flight. The refund deadline depends on the fare rule.
Receiving Your Refund
As a general rule, the refund will be made to the person who is listed as the passenger on the ticket. For identification purposes, you may be asked to present your ANA Mileage Club number, official identification document or an authorization letter. Identification documents include passport, driver's license and insurance card, Residence Card, local resident registration, city resident registration, town resident registration, village resident registration, pension book, etc.
How you receive your refund depends on your method of payment.
Credit Cards
Refunds will be made via the company of the credit card used for purchase.
Cash
Refund will be made to your designated bank account; please note you will be responsible for any bank transfer fees. When performing the relevant procedures, you will need your ANA Mileage Club login information. If you are not an AMC member, please contact ANA by telephone.
ANA SKY COINS
ANA SKY COINS will be refunded to the mileage account, excluding any that have expired at the time of the refund.
PayPal
PayPal's refund standards will apply.
Refunds to Award Reservations
Need information on refunds to award reservations? Please review:
When to Contact ANA by Phone
The following reservations cannot be cancelled or receive refunds through the ANA website:
- Reservations which include an upgraded flight (refundable after cancellation of the upgrade)
- Reservations which include multiple names, if only part of the customer to the cancellation/refund
- Reservations purchased in cash from non-AMC members
- Reservations made through a travel agency
There may be other instances in which cancellations/refunds cannot be made due to the nature of the reservation.
In situations where you are not able to cancel/refund your reservation through the ANA website, please contact ANA by telephone.
Ticketing Service Charge
This is a processing fee charged when a ticket for a new international flight is issued at ANA. As a general rule, the following service charge applies per passenger for one set of flight tickets.
| Ticket Purchase Locations | Ticketing Service Charge |
|---|---|
| ANA Website | Free |
| ANA Call Center for Japan Region ANA counter for Japan Region (airport) |
JPY 5,500 (including tax) |
| ANA call centers in North America ANA Counters in North America (airport) |
USD 25 (Ticketing service charge also applies to tickets for flights within Japan) |
| ANA Counter in Vancouver (airport) | CAD 25 (Ticketing service charge also applies to tickets for flights within Japan) |
| ANA Call Center for European Region (excluding Italy) | EUR 40/GBP 30/CHF 60/SEK 420 (Ticketing service charge is EURO 15/GBP 10/CHF 20/SEK 160 for flights within Japan or the European region) |
| ANA Counters for European Region (airports excluding Italy) | EUR 60/GBP 45/SEK 640 (Ticketing service charge is Euro 35/GBP 25/SEK 370 for flights within Japan or the European region) |
| ANA Call Center in Milan | EUR 40 (Ticketing service charge is Euro 25 for flights within Japan or the European region) |
| ANA Counter in Milan (airport) | EUR 65 (Ticketing service charge is Euro 35 for flights within Japan or the European region) |
| ANA Call Center in Istanbul | USD 40 (Ticketing service charge is USD 15 for flights within Japan or the European region) |
| ANA Counter in Istanbul (airport) | USD 65 (Ticketing service charge is USD 40 for flights within Japan or the European region) |
| ANA Call Center in Singapore ANA counter in Singapore (airport) |
SGD 80 (Ticketing service charge also applies to tickets for flights within Japan) |
| ANA Call Center in Kuala Lumpur ANA counter in Kuala Lumpur (airport) |
MYR 80 (Ticketing service charge also applies to tickets for flights within Japan) |
| ANA Call Center for Vietnam Region ANA counter for Vietnam Region (airport) |
VND 600,000 (Ticketing service charge also applies to tickets for flights within Japan) |
| ANA Call Center in Manila ANA counter in Manila (airport) |
USD 100 (Ticketing service charge is USD 20 for infants not occupying a seat; only applicable if the ticket of the person accompanying the infant was issued by a travel agent) |
| ANA Call Center for China Region ANA counter for China Region (airport) |
CNY 150 (Ticketing service charge also applies to tickets for flights within Japan) |
| ANA Call Center in Taipei ANA counter in Taipei (airport) |
TWD 780 (Ticketing service charge also applies to tickets for flights within Japan) |
| ANA Call Center in Bangkok ANA counter in Bangkok (airport) |
THB 1500 (Ticketing service charge also applies to tickets for flights within Japan) |
| ANA Call Center in Jakarta ANA counter in Jakarta (airport) |
IDR 700,000 (Ticketing service charge is IDR 400,000 for flights within Japan) |
| ANA Call Center in Australia Region ANA counter in Australia Region (airport) |
AUD 60 (Ticketing service charge also applies to tickets for flights within Japan) |
| ANA Call Center in Seoul ANA counter in Seoul (airport) |
KRW 30,000 (Ticketing service charge also applies to tickets for flights within Japan) |
SERVICE CHARGES
When you book through the ANA website, you generally don't pay a ticketing service charge or exchange/reissue service charge. If you've booked through the ANA Call Center or a ticketing counter, you can see what those charges are below.
The ticketing service charge does not apply to:
- Tickets purchased on the ANA website
- Children under the age of 12
- Tickets purchased with ANA travel vouchers
- Tickets purchased with ANA gift cards at an ANA counter (airport)
- Diamond Service primary members
- Accompanying passengers under the same reservation as a Diamond Service member (flight awards only)
- Please see here for information on the Waived International Flight Service Charges for Diamond Service Members.
The ticketing service charge applies:
- When purchasing ANA tickets for the itinerary only includes other airline sectors
- Ticketing service charge also applies to tickets purchased by contacting ANA by telephone or at ANA counter (airport) at a fare that is not available on the ANA website.
For information on reservations for children, please see Booking Procedures. - To waitlist requests (paid tickets)
- To infants who turn two years old during a trip, and also if a carrier that requires reserved seating is involved
In addition, if separate tickets are cross-referenced and issued at the same time, JPY 5,500 is charged for the whole itinerary.
For example, if you purchase a Narita – Frankfurt round-trip ticket and a Star Alliance European Airpass:
- Tickets purchased at the same time for the whole itinerary: JPY 5,500 will be charged
- If you purchase a Narita – Frankfurt round-trip ticket on April 1, and then purchase a Star Alliance European Airpass separately on April 10, then JPY 5,500 is charged for each ticket, for a total of JPY 11,000.
Refund of the Ticketing Service Charge
- Changes to your itinerary due to voluntary reasons: Ticketing service charge will not be refunded.
- Changes to your itinerary due to involuntary reasons: The ticketing service charge paid when the ticket that is valid at the time of the refund is issued will be refunded.
- * Please note that the Ticketing Service Charge and the Exchange/Reissue Service Charge will not be refunded after May 1, 2025 (Thursday), regardless of the ticketing date.
Exchange/Reissue Service Charge
Handling charges apply for route changes or when the amount has been adjusted by ANA due to fare increases/decreases. The following exchange/reissue service charges will generally apply for any changes made (per one person/itinerary). Charges will also apply for Electronic Miscellaneous Document (EMD) reissue upon extending the term of validity.
| Where to Apply for change requests | Exchange/Reissue Service Charge |
|---|---|
| ANA Website | Free |
| ANA Call Center for Japan Region ANA counter for Japan Region |
JPY 2,200 (including tax) |
| ANA Call Center for China Region ANA counter for China Region |
CNY 150 |
| ANA Call Center for Hong Kong Region ANA counter for Hong Kong Region |
HKD 200 |
| ANA Call Center for the Philippines Region ANA counter for the Philippines Region |
USD 20 |
| ANA Call Center for the Thailand Region ANA counter for the Thailand Region |
THB 500 |
| ANA Call Center for the Indonesia Region ANA counter for the Indonesia Region |
IDR 700,000 |
| ANA Call Center for the Australia Region ANA counter for the Australia Region |
AUD 50 |
| ANA Call Center for Cambodia Region ANA counter for Cambodia Region |
USD15 |
| ANA Call Center for Vietnam Region ANA counter for Vietnam Region |
VND 400,000 |
| ANA Call Center in Seoul ANA counter in Seoul (airport) |
KRW 30,000 |
The exchange/reissue service charge does not apply:
- To children under the age of 12
- If the change fee set for each fare is higher than the exchange/reissue service charge
- To changes made due to reasons other than voluntary reasons
- To date changes made without changing fare
- Diamond Service primary members
- Please see here for information on the Waived International Flight Service Charges for Diamond Service Members.
The exchange/reissue service charge applies:
- To any changes made to tickets purchased in different countries or through other carriers
- To any changes made through an ANA Call Center or at an ANA airport counter to tickets purchased on the ANA website
- To any changes made to tickets purchased overseas with an itinerary that consists of only Japan domestic sectors
In addition, if separate tickets are cross-referenced and changed at the same time, JPY 2,200 is charged for the whole itinerary.
Refund of the Exchange/Reissue Service Charge
- Changes to your itinerary due to voluntary reasons: Ticketing service charge will not be refunded.
- Changes to your itinerary due to involuntary reasons: The ticketing service charge paid when the ticket that is valid at the time of the refund is issued will be refunded.
- * Please note that the Ticketing Service Charge and the Exchange/Reissue Service Charge will not be refunded after May 1, 2025 (Thursday), regardless of the ticketing date.