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Inquiries from the Europe and the Middle East

This page contains information on making inquiries with ANA. You can also browse common inquiries, though you can choose to interact with our new 24/7 chatbot if you’d prefer automatic responses. Note: The ANA chatbot cannot make ticket reservations, cancel or change reservations, or register/change ANA Mileage Club member information. Make sure to not enter any personal information (e.g., card number, name, address, telephone number, email address) or reservation information.

Information

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.

General Inquiries (FAQ)

Inquiries About Flight Tickets

Before making your inquiry, you can also check for more information on this website.

Inquiries in Europe

Inquiries in the Middle East

ANA Disability Desk Contact Information

Other Inquiry

Emergency Contact Information

  • Customers that use an ANA-operated flight departing from an EU member country, the U.S. or Mexico can register emergency contact details with ANA in the case of an accident.
  • Customers that wish to register this information should print out the appropriate emergency contact information form below, complete the required sections of the form, and hand it to airport staff at the boarding gate on the day of departure from their home country.
  • Note: Collected emergency contact information will not be used for commercial purpose. The information will be disposed of appropriately after the flight arrives at its destination.

Other Information

An Online Dispute Resolution (ODR) platform has been set up by the European Commission : http://ec.europa.eu/consumers/odr/Opens in a new window.In the case of an external site,it may or may not meet accessibility guidelines., 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.pdfOpen PDF in a new window.

[For EU resident customers with flight to / from United Kingdom]

Inquiries & Feedbacks online formOpens in a new window.In the case of an external site,it may or may not meet accessibility guidelines.
* 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]

Inquiries & Feedbacks online formOpens in a new window.In the case of an external site,it may or may not meet accessibility guidelines.

[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.deOpens in a new window.In the case of an external site,it may or may not meet accessibility guidelines.

Contact Information in Each Region