Information regarding prolonged waiting times at the ANA Contact Center (Information on handling of international tickets for suspended flights)
Thank you for flying with ANA.
Due to temporarily Suspend Service on Select Routes Due to COVID-19, Ukraine situation and delays, cancellations, and airport congestion in Europe we have received the large volume of inquiries we are handling at present,
you may experience prolonged waiting times at the ANA Contact Center.
Also, inquiries by e-mail are increasing, and we reply in order, but it may take several days to reply.
We sincerely apologize for any inconvenience this may cause to our customers.
For information on international arrivals and departures in each country, please refer to the following page.
Inquiry about delay and damage of lost items/baggage
If your baggage is damaged or undelivered, it will be handled by the airline which carried out the last transportation.
For inquiries to ANA (final shipping company), please check here.
When you would like to change your reservation or get a refund for your ticket on a suspended international flight, you can process on the ANA website without a fee.
If it is unable to apply on the ANA website, you can apply from the special application form.
Even if you are unable to operate it on the ANA website, there is no problem if you complete the procedure before departure. If you have a reservation for an earlier date, please kindly make an inquiry again later.
If it is difficult to make a call due to the congestion at the inquiry counter, you can change your reservation or make a refund the day after the scheduled departure date.
Please check the following items.
-
For tickets purchased through travel agencies or airlines other than ANA, please contact the travel agencies or the airlines through which you made your purchase.
-
If you have any questions, please feel free to use the ANA chat and frequently asked questions.
1. Change of boarding date
Paid tickets and Flight awards
You can complete the procedure by clicking the "Change" button on the reservation confirmation screen.
Changes can be made up to 3 hours prior to departure.
-
*
In case the "Select Another Flight(s)" button is not displayed, please contact ANA by phone instead at least 24 hours prior to the departure time.
-
*
Passengers who have purchased a paid service (e.g., Paid Exclusive Dining)
-
Your paid service purchase will be canceled if you change your flight.
-
If you would still like to use the EMD for the paid service after changing your flight, you must make another request for the service.
-
2. Ticket refunds
Paid tickets
You can complete the procedure by clicking the "Cancel" button on the reservation confirmation screen.
If the "Cancel" button does not appear on screen, please use the refund request form.
Flight awards
Please apply from the refund dedicated request form.
-
*
It currently takes us a time to process refunds unless we are required to do otherwise in accordance with the relevant country's laws and regulations.
We will email you a refund statement once your request has been processed.
The refund request periods are as follows.
- Before Starting the Itinerary
-
One year and 30 days from ticket issuance
- After Starting the Itinerary
-
One year and 30 days from the start of travel
Passengers who have purchased a paid service (e.g., Paid Exclusive Dining)
-
Your paid service purchase will be canceled if you cancel your flight.
-
Service fees for unused flight sectors will be refunded.
March 24, 2023
All Nippon Airways Co., Ltd
