Changes and Refunds (International Flights)

Voluntary Changes and Refunds

At ANA, reservation changes and refunds will be handled pursuant to the following after ticket purchase. Please contact ANA by phone, ANA city ticketing counter or International airport ticketing counter for details of reservation changes and refunds procedures.

Tickets purchased via ANA Website may be changed/refunded via ANA Website.

The international flight counter at the Chubu Centrair International Airport is currently closed.

Reservation Changes

Tickets

Changes can be made for tickets purchased with fares for which this is permitted. Some fare rules may not allow reservation changes, or handling fees may apply. If you have any questions, inquire with a city office or international airport counter.

Changes will be processed upon verification of your reservation and ticket details. You will be informed upon changing your reservation if any fare, tax or fee differences have been incurred, 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.

EMD

Please see the relevant service information page when making changes to service usage times (e.g. paid lounge access).

Exchange/reissue service charge (ESC)

Tickets

The exchange/reissue service charge is waived for changes made on the ANA Website.
Changes made over the phone with an ANA customer service representative or at an ANA counter (international airport) in Japan will incur a set 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.
If the applicable fare specifies higher handling fees for changing reservations, only this amount will be charged. Please see the exchange/reissue service charge section for details.

EMD

An exchange/reissue service charge is incurred when the validity period is extended to carry out exchange/reissue.

Refunds

Tickets/EMD eligible for refunds

International tickets (ticket numbers starting with 205) and EMDs (EMD numbers starting with 205) issued by ANA

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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 a 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 (*1)
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

Depending on the currency used for the payment, a refund may not be possible outside the country of purchase due to currency restrictions.
Refunds made outside Japan may be made by check.
The refund will be made in the local currency.

* 1

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.

Validity for Refund

Tickets

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.

Refund Amount

Tickets

Before 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 first flight sector: the refund is calculated by subtracting the handling fees, the fares for used sectors, and the taxes/fees (Passenger Service Facility Charge etc.) for unused sectors from the total amount paid.

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Refunds may not be available for some fares.
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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.
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In case of a refund request after changing the reservation, the strictest fare rules among the changed fares will apply.

EMD

If cancellation charges have been specified, the refund amount will be calculated by subtracting the designated charges from the amount paid.

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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.
*

Refunds may not be applicable due to EMD usage restrictions.

Refund Charge/Cancellation Fee

If a cancellation fee is set for the applicable fare / charge, that amount will be charged.

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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.

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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. For details, please contact your credit card company.
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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 (any bank transfer fees are borne by the passenger), or a check will be issued (may apply to certain areas outside Japan upon ticket issuance).

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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: Passport, driver's license, insurance card, residence card (for non-Japanese nationals residing in Japan), ward/city/town/village residence card, pension booklet, etc.

The refund will be issued to the specified account within approximately 10 days after the refund is processed.

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Refunds may take more than 10 days in some cases, especially around the year-end/New Year holiday period.
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Processing time may even be longer in certain situations, such as during the failure of financial institution systems, or when numerous flights have been canceled due to inclement weather.
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Extra time may be necessary if coordination with other airline companies is required.

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 due to Irregularities beyond ANA's control (such as bad weather)

Customers who experience delays and cancellations which are caused by circumstances beyond ANA's control *1 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.

* 1

"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).

When your confirmed flight is delayed or cancelled, ANA will offer involuntary changes or refunds upon your request. Please see below for details.

Regarding alternative flights

Regarding Ticket/EMD refunds

Involuntary Changes and Refunds due to ANA's responsibilities (such as aircraft maintenance)

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.

When your confirmed flight is delayed or cancelled, ANA will offer involuntary changes or refunds upon your request. Please see below for details.

Regarding alternative flights

Regarding Ticket/EMD refunds

Frequently Asked Questions