How ANA Handles Refunds and Rebooking
Get information here on ANA policies for refunds and rebooking.
Note: As a general rule, ANA will make a refund to the person named on a ticket only.
Involuntary Refunds Due to Irregularities Beyond ANA's Control
When a flight is canceled due to weather, we attempt to reschedule passengers and help with accommodations. But sometimes it's necessary to issue a refund. If your flight was canceled due to weather and you would like to apply for a refund, please follow these procedures.
Confirm the Ticket Is Eligible
Eligible tickets and Electronic Miscellaneous Documents (EMD) include:
- ANA international tickets (tickets whose first three digits are 205) with confirmed reservation on the delayed or canceled flights.
- Another airline's international ticket with a confirmed reservation on the delayed or canceled flights.
- An EMD issued for ancillary services for delayed or canceled ANA flights (EMD numbers starting with 205).
Note: Refunds of tickets from other airlines will be subject to that airline's refund policy.
Note the Refund Time Limit
Tickets
Refund requests are accepted within one year and 30 days of the date of the first flight sector (or the date of issue if unused) upon submission of the physical ticket or e-Ticket Itinerary Receipt, along with any other necessary information.
Electronic Miscellaneous Documents (EMDs)
Refund requests are accepted within one year and 30 days of the date the EMD was issued, upon submission of the necessary information.
Refunds for Tickets Purchased Through ANA
You can apply for refunds on tickets purchased through ANA by contacting ANA by phone, or by visiting an ANA city ticketing counter or ANA airport ticketing counter.
- You cannot apply for refunds on the ANA Website.
- Please contact ANA in the country where you purchased your ticket.
Note: Refund procedures may vary depending on the country where the ticket was purchased.
Tickets Purchased Through a Travel Agency or Another Airline
Please contact the travel agency or airline where you purchased your ticket. Refunds may not be possible outside the country of ticket purchase due to currency restrictions.
- When seeking a refund in countries other than Japan, it may be possible to refund by check.
- Refunds will be made in the currency of the country where the refund is made.
Refundable Amount
Refund charges or cancellation penalties will not apply to involuntary cancellations and refunds.
TICKETS
- Before first flight sector: A refund is issued, including the paid fare and any taxes/fees (Passenger Service Facility Charge etc.).
- After first flight sector: The fare and any taxes/fees (Passenger Service Facility Charge etc.) are refunded for any unused sectors.
EMDs
If you have purchased services (e.g., paid lounge access), any service fees for unused sectors will be refunded.
Notes:
- The Ticketing Service Fee and/or Exchange Service Fee is refundable if they are present on an active ANA international ticket.
- If exchanging ANA International Tickets, such fees are not refundable.
How You Will Receive Your Refund
TICKETS PURCHASED WITH A CREDIT CARD
Refunds will be made via the company of the credit card used for purchase.
It may take two to three months to complete a refund, depending on factors such as the day when the refund request is accepted, deadlines and/or a refund processing situation at the credit card company.
TICKETS PURCHASED WITH CASH
A refund will be given in cash, or via account transfer or check (depending on the ticket-issuing country).
- ANA may require the ANA Mileage Club number, official documentation and/or authorization for verification. (Official Documentation: Passport/Driver's License/Insurance Card/Residence Card/Proof of Residency/Pension Book, etc.).
TICKETS PURCHASED WITH AN ANA VALUE VOUCHER
ANA will refund the ANA Value Voucher. For details, please refer to the ANA Value Vouchers information.
New applications and issuance of ANA Value Vouchers will be discontinued after June 30, 2022.
After July 1, 2022, if the payment method for your ticket is an ANA ticket, 5,000 miles will be refunded for each ticket.
TICKETS PURCHASED WITH ANA SKY COINS
ANA will refund ANA SKY COINS amount back into the latest account (the occurrence of delays and cancellation of the month).
TICKETS PURCHASED USING PAYPAL
PayPal's refund standards will apply in this case.
Refunds for Delays and Cancellation Where ANA is Responsible
If flight delays or cancellations occur as a result of equipment malfunctions or other reasons 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.
If your flight was canceled or delayed for something that is ANA's responsibility and you would like to apply for a refund, please follow these procedures.
Confirm the Ticket Is Eligible
Eligible tickets and Electronic Miscellaneous Documents (EMD) include:
- ANA international tickets (tickets whose first three digits are 205) with confirmed reservation on the canceled or delayed flight.
- Another airline's international ticket with a confirmed reservation on the delayed or canceled flights.
- An EMD issued for ancillary services for delayed or canceled ANA flights (EMD numbers starting with 205).
Note: For Japan domestic sectors tickets issued with international tickets, please contact ANA by phone.
Note the Refund Time Limit
Tickets
Refund requests are accepted within one year and 30 days of the date of the first flight sector (or the date of issue if unused) upon submission of the physical ticket or e-Ticket Itinerary Receipt, along with any other necessary information.
Electronic Miscellaneous Documents (EMDs)
Refund requests are accepted within one year and 30 days of the date the EMD was issued, upon submission of the necessary information.
Refunds for Tickets Purchased Through ANA
You can apply for refunds on tickets purchased through ANA by contacting ANA by phone, or by visiting an ANA city ticketing counter or ANA airport ticketing counter.
- You cannot apply for refunds on the ANA Website.
- Please contact ANA in the country where you purchased your ticket.
Note: Refund procedures may vary depending on the country where the ticket was purchased.
Tickets Purchased Through a Travel Agency or Another Airline
Please contact the travel agency or airline where you purchased your ticket. Refunds may not be possible outside the country of ticket purchase due to currency restrictions.
- When seeking a refund in countries other than Japan, it may be possible to refund by check.
- Refunds will be made in the currency of the country where the refund is made.
Refundable Amount
Refund charges or cancellation penalties will not apply to involuntary cancellations and refunds.
TICKETS
- Before first flight sector: A refund is issued, including the paid fare and any taxes/fees (Passenger Service Facility Charge etc.).
- After first flight sector: The fare and any taxes/fees (Passenger Service Facility Charge etc.) are refunded for any unused sectors.
Electronic Miscellaneous Documents (EMDs)
If you have purchased services (e.g., paid lounge access), any service fees for unused sectors will be refunded.
Notes:
- The Ticketing Service Fee and/or Exchange Service Fee is refundable if they are present on an active ANA international ticket.
- If exchanging an ANA International Tickets, such fees are not refundable.
How You Will Receive Your Refund
TICKETS PURCHASED WITH A CREDIT CARD
Refunds will be made via the company of the credit card used for purchase.
It may take two to three months to complete a refund, depending on factors such as the day when the refund request is accepted, deadlines and/or a refund processing situation at the credit card company.
TICKETS PURCHASED WITH CASH
A refund will be given in cash, or via account transfer or check (depending on the ticket-issuing country).
- ANA may require the ANA Mileage Club number, official documentation and/or authorization for verification. (Official Documentation: Passport/Driver's License/Insurance Card/Residence Card/Proof of Residency/Pension Book, etc.).
TICKETS PURCHASED WITH AN ANA VALUE VOUCHER
ANA will refund the ANA Value Voucher. For details, please refer to the ANA Value Vouchers information.
New applications and issuance of ANA Value Vouchers will be discontinued after June 30, 2022.
After July 1, 2022, if the payment method for your ticket is an ANA ticket, 5,000 miles will be refunded for each ticket.
TICKETS PURCHASED WITH ANA SKY COINS
ANA will refund ANA SKY COINS amount back into the latest account (the occurrence of delays and cancellation of the month).
TICKETS PURCHASED USING PAYPAL
PayPal's refund standards will apply in this case.
Rebooking Due to Weather
When a flight is delayed or canceled due to weather, we attempt to rebook passengers on another flight. If your flight was canceled due to weather, and you would like to be rebooked on another flight, please follow the procedures outlined here.
Confirm the Ticket is Eligible
Eligible tickets and Electronic Miscellaneous Documents (EMD) include:
- ANA international tickets (tickets whose first three digits are 205) for the delayed or canceled flight. This includes Japan domestic segments for which tickets were issued as part of an international itinerary.
- The ANA segment of an international ticket for the delayed or canceled flight that was issued by another airline.
- An EMD issued for ancillary services for delayed or canceled ANA flights (EMD numbers starting with 205).
How Rebooking Works
We will rebook you to the earliest applicable ANA Group flight with seat availability.
- In the event that the transfer leads to higher tax or fees/charges, etc., you will not be asked to pay the difference.
- If you have applied for ancillary services for the delayed/cancelled ANA flight, we will do what we can to transfer you onto an equivalent flight with the same services.
- Please note that there may be cases where the transfer is made onto a flight where the service you paid for is not available.
Flights Eligible for Rebooking
- International flights operated by ANA and AirJapan.
- Flights operated by ANA and ANA WINGS, as well as codeshares operated by AIR DO, IBEX Airlines, Solaseed Air, Star Flyer and Oriental Air Bridge.
How to Request Rebooking
Rebooking applications must be made by contacting ANA by phone.
- * Procedures may be possible on the ANA website.
- Customers who made their purchase through a travel agency should contact the relevant agency.
Transfer due to equipment malfunction, etc.
If your flight is delayed or canceled due to a mechanical issue or similar, we will rebook you onto another one of our flights.
If your reserved flight is canceled due to a mechanical issue or similar and you would like to be rebooked onto another flight, please follow the procedures outlined here.
Confirm the Ticket is Eligible
Eligible tickets and Electronic Miscellaneous Documents (EMD) include:
- ANA international tickets (tickets whose first three digits are 205) for the delayed or canceled flight. This includes Japan domestic segments for which tickets were issued as part of an international itinerary.
- The ANA segment of an international ticket for the delayed or canceled flight that was issued by another airline.
- An EMD issued for ancillary services for delayed or canceled ANA flights (EMD numbers starting with 205).
How Rebooking Works
We will rebook you to the earliest applicable ANA Group flight with seat availability.
- In the event that the transfer leads to higher tax or fees/charges, etc., you will not be asked to pay the difference.
- If you have applied for ancillary services for the delayed/cancelled ANA flight, we will do what we can to transfer you onto an equivalent flight with the same services.
- Please note that there may be cases where the transfer is made onto a flight where the service you paid for is not available.
Flights Eligible for Rebooking
- International flights operated by ANA and AirJapan.
- Flights operated by ANA and ANA WINGS, as well as codeshares operated by AIR DO, IBEX Airlines, Solaseed Air, Star Flyer and Oriental Air Bridge.
How to Request Rebooking
Rebooking applications must be made by contacting ANA by phone.
- * Procedures may be possible on the ANA website.
- Customers who made their purchase through a travel agency should contact the relevant agency.
Information on various expenses associated with Involuntary Changes due to ANA's responsibilities such as aircraft maintenance
In the cases that regular transportation is not available from the arrival airport to your destination, or an accommodation is required for the reason that your flight is rescheduled to the next day due to cancellation if a delay and/or cancellation occur due to aircraft maintenance or other reasons caused by ANA, we will pay accommodation and/or transportation expenses within the limits specified by ANA. For details, please refer to the Information on various expenses associated with Involuntary Changes due to ANA's responsibilities such as aircraft maintenance.
Voluntary Changes and Refunds
At ANA, reservation changes and refunds will be handled pursuant to the following.
Please contact ANA by phone, or visit an ANA ticketing counter for more details on reservation changes and refund procedures.
Tickets purchased via the ANA Website may be changed/refunded via ANA Website.
Reservation Changes
Tickets
Changes can only be made to tickets that permit changes. Some fare rules do not allow changes or require handling fees.
If you have any questions, please call ANA to speak to a customer service representative, or 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.
Electronic Miscellaneous Documents (EMDs)
Please see the relevant service information page when seeking to make changes to services for which you have acquired an EMD, e.g., paid lounge access. The validity period can be extended for exchange/reissue only in select EMDs.
Exchange/Reissue Service Charges
The exchange/reissue service charge is waived for ticket changes made on the ANA website.
Ticket 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 (can include multiple sectors).
- See Exchange/Reissue Service Charge amounts on the How to Manage Your Booking page.
- 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.
For EMDs, an exchange/reissue service charge is incurred when the validity period is extended to carry out exchange/reissue.
Refunds
Tickets/EMDs Eligible for Refunds
International tickets (ticket numbers starting with 205) and EMDs (numbers starting with 205) issued by ANA are eligible for refunds.
- For international tickets/EMDs not issued by ANA, please contact the relevant carrier (includes those from other carriers reissued by ANA).
Where to Apply for a Refund
Refunds will be made in the local currency. 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
| Place of Purchase | Where to Apply |
|---|---|
| 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 an ANA international airport ticketing counter within Japan* |
| ANA city ticketing counter outside Japan or ANA airport ticketing counter outside Japan | In principle, ANA city ticketing counter in the country of purchase |
| Travel agency | Travel agency where ticket was purchased |
- * 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.
Time Limits for Refunds
Tickets: Refund requests are accepted within one year and 30 days of the date of the first flight sector on the ticket (or the original date of issue if unused), after confirmation of the e-Ticket Itinerary Receipt and the submission of the necessary information.
EMDs: Refund requests are accepted within one year and 30 days of the relevant EMD issuance date, upon submission of the necessary information.
Refundable Amount
TICKETS
Before first flight sector: Refunds are calculated by subtracting the relevant handling fees from the total amount paid (includes taxes and other fees).
After first flight sector: The refund is calculated by subtracting the handling fees, the fares for used sectors, and the taxes/fees for unused sectors from the total amount paid.
Notes:
- Refunds may not be available for some fares.
- In case of a refund request after changing the reservation, the strictest fare rules among the changed fares will apply.
Electronic Miscellaneous Documents (EMDs)
If cancellation charges have been specified, the refund amount will be calculated by subtracting the designated charges from the amount paid.
- Refunds may not be applicable on some EMDs due to usage restrictions.
Refund Charge/Cancellation Fee
Some tickets and EMDs have fare restrictions that limit the refundable value and require a cancellation fee to be deducted.
When the ticket or EMD is issued in India or through ANA India Website INR300 will be collected per ticket or EMD.
Refund Methods and Processing Times
WHEN PURCHASED BY CREDIT CARD
Refunds will be made via the company of the credit card used for purchase. This may take up to two months, depending on when the refund request is received and the closing date and refund processing conditions of the credit card company.
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.
Extra time may be necessary if coordination with other airline companies is required.
WHEN PURCHASED 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 of Japan upon ticket issuance).
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 authorization letter or an official identification document, including 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 account approximately 10 days after the refund is processed.
- Refunds may take more than 10 days in some cases, especially around the year-end/New Year holiday period.
- Processing time may be even longer in certain situations, such as during the failure of financial institution systems, or when numerous flights have been canceled due to inclement weather.
- Extra time may be necessary if coordination with other airline companies is required.