Damaged

We handle passengers' checked baggage with great care, but there may be times when your baggage does not reach its destination. We sincerely apologize to these passengers; we will work hard to resolve the situation.

If you are not able to find your bag at the arrival airport, 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

As indicated in the International Conditions of Carriage, a declaration of missing baggage must be submitted within 21 days from the day after the day on which the baggage was to be received (in the case of a delay) or the day on which the baggage could have been received (in the case of loss).
Please note that we may not be able to respond after the deadline.

Once you have completed the claim, this system offers you the ability to obtain the latest information regarding the location of your delayed baggage online.
To use this service, you will need the reference number given upon arrival or received upon applying via self service along with your family name. The reference number is different from the baggage tag number. If you do not have a reference number, contact the service desk at the arrival airport.

You also can check the current status yourself by entering your reference number at the Baggage Tracing System website.

• This service is provided only in English.
• Only passengers on ANA Group operated flights (Excluding flights which flight number starts with "NQ") may use this system.
• If you connected to a flight of another airline after taking an ANA flight and your baggage did not arrive at the final destination, you should contact the airline you boarded last (the operating airline in the event of a codeshare flight).

We will clear customs on your behalf and deliver your found baggage to your designated location.

To expedite the search for your items, you may be asked to provide details about the contents of the baggage. We may ask you to fill out a Missing Property Questionnaire. This constitutes important information which will be used for reference when issuing compensation.

In the rare event that your baggage is not found, ANA will issue compensation 30 to 45 days after your arrival in accordance with the International Conditions of Carriage.

Here, you will find information for contacting arrival airports in the case of damaged, lost or left-behind items.