Missing Items [International Flights]

This page provides information on what to do if baggage checked in for an international flight is missing. Here you can find information on how to declare missing items, the accepting period for declarations, as well as regarding compensation.

If a codeshare flight or flight operated by another airline is included in the itinerary, the baggage rules of the other airline may apply.
When traveling on Japanese domestic sectors using a ticket for which the International Conditions of Carriage apply, the baggage rules for international flights will apply.
Please be advised that in the event that it is impossible to confirm whether or not an item can be transported by airplane before the departure time, the request for transport may be rejected.

Note

In case of lost baggage upon arrival on a flight operated by an airlines other than ANA Group international flights (*), please contact the operating airline directly.

*

Excluding flights which flight number starts with “NQ”.

We handle passengers’ checked baggage with great care until reaching the destination, but due to bad weather or facility-related conditions, there are cases in which baggage may be does not reach its destination.
We sincerely apologize for causing considerable concern and inconvenience to affected passengers.
ANA will sincerely work to resolve the situation.

If you are unable to receive your baggage at the arrival airport, please contact ANA staff immediately. We will search for the baggage and take the necessary procedures.

Declaration Deadline

In accordance with the Conditions of Carriage (International Passengers and Baggage), you must make your declaration no later than 21 days after the day on which you picked your baggage up (in the case of delay) or on which you should have been able to pick it up (in the case of loss).
Please note that we may not be able to address such issues if the deadline has passed.

Missing baggage on ANA Group operated flight

Please report your missing baggage immediately by using one of the following methods to file your report;

Report via delayed baggage self-service portal
Delayed baggage report
Contact baggage service desk at the arrival airport

*

For flights arriving in Japan, an Application/Authorization Letter must be submitted to the customs office for customs clearance.

Contact Information

Missing baggage on other than ANA Group operated flight

Please contact to the staff of the last airline you have flown with on your journey.

Baggage Tracing

We will search for your baggage using the joint baggage search system shared by airline companies.
You can also check the latest information by yourself via the link below.
Please have your reference number and family name for your delayed baggage tracing.
If you do not have refernce number, please inquire with the airport where declared the delayed baggage. (For contact details, please see the contact information.)

Contact Information

Baggage Tracing System

Baggage Return

We deliver found baggage to the location you designated after we have cleared customs on your behalf.

Contents Declaration

In order to expedite the search for your baggage, you may be asked to provide details regarding the contents of the baggage. This constitutes important information which will be used for reference when issuing compensation.

Missing Property Questionnaire (PDF)

Compensation

In the unfortunate event that your baggage is not discovered in the search, ANA will issue compensation 30 to 45 days after your arrival in accordance with the Conditions of Carriage (International Passengers and Baggage).