Inquiries from the Germany
This page contains information on making inquiries with ANA. It includes frequently asked questions about flight ticket reservations and mileage services as well as contact information.
Special Notice
Due to the recovery in demand for travel, we are currently receiving a large number of enquiries and this has made it difficult to reach us by telephone.
Additionally, we are also receiving an increasing number of enquiries by e-mail and in some cases it is taking several days to reply.
We sincerely apologise for the inconvenience this may cause you.
We are replying to enquiries by email in order of departure date, so if your departure date is further away, it may take longer to receive a reply.
Please note that the information regarding prolonged waiting times at ANA Contact Center may resolve your question.
Procedures and Information
You can also confirm reservation changes and flight status online.
Make an Inquiry
Please choose your inquiry type.
This page contains contact information for inquiries regarding flight ticket reservations.
Before Making Your Inquiry
You can also check for information on the ANA website.
Choose your inquiry method.
Email Inquiries
Please note that new reservations and changes/cancellations cannot be processed by email.
It may take some time for us to respond to email inquiries.
Telephone Inquiries
Inquiries in Japanese / English
- Phone Number
-
Reservation and Customer Service Center in Japan or the U.S.
0800-1-82-5021(Toll-free)
- Business Hours
- 24 hours, open daily
Calls cannot be made to this number from outside of Germany.
Please note that you may be charged an access fee by the local provider when calling the toll-free number using hotel phones, mobiles and landlines. This number may not be accessible from some mobile network providers.
* Ticketing service charge applies to per passenger for one set of flight tickets if you make a reservation by phone.
For details, please refer to "Ticketing Service Charge and Exchange/Reissue Service Charge (International Flights)".
Please refer to "How to Apply for ANA International Flight Awards" for ticket service charge for ANA International Flight Awards.
Inquiries in German
- Phone Number
-
0800-7243798(Toll-free)
- Business Hours
- 10:00AM-4:30PM (not available on weekends or German national holidays)
*The calendar for the State of Hesse in Germany applies for national holidays.
Calls cannot be made to this number from outside of Germany.
Please note that you may be charged an access fee by the local provider when calling the toll-free number using hotel phones, mobiles and landlines. This number may not be accessible from some mobile network providers.
* Ticketing service charge applies to per passenger for one set of flight tickets if you make a reservation by phone.
For details, please refer to "Ticketing Service Charge and Exchange/Reissue Service Charge (International Flights)".
Please refer to "How to Apply for ANA International Flight Awards" for ticket service charge for ANA International Flight Awards.
This page contains contact information for ANA Mileage Club and mileage-related inquiries.
Before Making Your Inquiry
The below procedures can be completed in Manage Profile from My Menu on the Top page of ANA Website after logging in
.
- Change address
- Change password
- Retroactive mileage registration
- Change e-mail address
- Change your main card
- Award user registration
Choose Your Inquiry Method
Email Inquiries
Please note that new reservations and changes/cancellations cannot be processed by email.
It may take some time for us to respond to email inquiries.
Telephone Inquiries
Inquiries in Japanese / English
- Phone Number
-
Reservation and Customer Service Center in Japan or the U.S.
0800-1-82-5021(Toll-free)
- Business Hours
- 24 hours, open daily
Calls cannot be made to this number from outside of Germany.
Please note that you may be charged an access fee by the local provider when calling the toll-free number using hotel phones, mobiles and landlines. This number may not be accessible from some mobile network providers.
Email Inquiry
Your inquiries by email may take a long time for us to respond.If you are in a hurry, please contact us by phone.
If you have already processed your request by telephone or ANA website, we may refrain from replying by email.
Please note that we do not accept the following requests by email.
・Seat availability information, New reservation, Reservation change / cancellation, Airline ticket refund
・Technical questions about the PC itself
Phone Inquiry
Inquiries in Japanese and English
Within Japan
- Phone Number
-
0120-029-377 (toll-free)
- Business Hours
- 9:00 a.m. - 5:00 p.m. JST (7 days/week)
- FAX
-
0120-029-366
When your call does not connect to the above number, please call the number below.
- Phone Number
-
0570-029-377 (charged)
- Business Hours
- 9:00 a.m. - 5:00 p.m. JST (7 days/week)
- Phone Number
-
03-6741-8900 (charged)
- Business Hours
- 9:00 a.m. - 5:00 p.m. JST (7 days/week)
* If you wish to contact us from outside Japan, first dial the country code for Japan (81) and then the telephone number without the 0. An international call charge will apply.
- FAX
-
03-6741-8710
ANA Group aims to deliver services that accord with the wishes of each individual customer. Your feedback is very important to us and will be used to help improve our services.
Email Inquiries
*Please provide alternate contact details, such as a phone number, as we may want to contact you via a method other than e-mail depending on the feedback or suggestions given, and in the event our e-mails do not reach you.
*Please refrain from using any part of e-mail received from ANA for secondary purposes, such as for use on social networking services.
Information
An Online Dispute Resolution (ODR) platform has been set up by the European Commission : http://ec.europa.eu/consumers/odr/, which provides easy access to alternative dispute resolution. (ADR).
A list of EU member states national designated bodies responsible for ensuring the rights of passengers can be found on :
https://ec.europa.eu/transport/sites/transport/files/2004_261_national_enforcement_bodies.pdf
[For EU resident customers with flight to / from United Kingdom]
* For query by email, please send to uk_adr_regulations_@121.ana.co.jp. Please contact us by telephone if you do not receive a reply to your query within 5 business days.
Please note that All Nippon Airways is not required to offer, and does not subscribe to, an ADR scheme.
[For passengers with flights from Germany]
[Consumer conciliation board in Germany]
We participate in the conciliation procedures of the Schlichtungsstelle Reise & Verkehr e.V.
If you are not satisfied with our handling of your complaint, you can submit a request for conciliation to the conciliation body. Please note that correspondence will be conducted in German and English.
Schlichtungsstelle Reise & Verkehr e.V.
Fasanenstraße 81
10623 Berlin
https://schlichtung-reise-und-verkehr.de
【Registration number / VAT number(Germany)】
Registration number : 49143027 / VAT number : 288 744 166