Flight Delays and Cancellations

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Information on Delay and Cancellation at the Airport on the Departure Day

There may be cases when flights are delayed, cancelled or diverted on the departure day due to various reasons such as congestion at the airport and bad weather. In such instances, we strive to provide accurate information on the situation as quickly as possible via airport information displays and announcements, on the ANA website and through the ANA Reservation and Customer Service Center.

  • If you are unable to reach your final destination on your scheduled date of arrival due to a major flight delay or cancellation attributable to ANA, we will cover the cost of accommodation/public transport/etc.
  • If a flight is delayed or canceled due to events beyond our control such as bad weather, we will assist you with making arrangements for accommodation and so on to the extent that we can. Please note, however, that you will be responsible for covering the costs incurred.
  • Please note that this information pertains to the flight irregularities on the day of departure, and it does not apply to cancellations or schedule changes that happen prior to the departure date.
  • The respective certificates can be downloaded from Issue Certificate of Delay/Cancellation/DiversionOpens in a new window.In the case of an external site,it may or may not meet accessibility guidelines. on the ANA website.
    Please note that certificates can only be issued for ANA-operated flights. Certificates for international codeshare flights operated by a partner airline are not available through this service.

Contingency Plan for Lengthy Tarmac Delays

This contingency plan for lengthy tarmac delays is applicable to flights operated by All Nippon Airways Co., Ltd. (ANA) and by its subsidiary Air Japan Co., Ltd. (AJX) and has been adopted pursuant to the requirements of section 259.4 of the regulations of the U.S. Department of Transportation (DOT).
For all flights, which depart from or arrive at U.S. airports, we will not allow the aircraft to remain on the tarmac without an opportunity for passengers to deplane for more than 4 hours in the case of arrivals or flights that are diverted. For departures, we will not allow the aircraft to remain on the tarmac without requesting to return to a suitable disembarkation point.*

  • The following cases, however, are excluded: The pilot-in-command (PIC) determines the aircraft should not leave where they are on the tarmac to disembark passengers for safety or security reasons, or Air Traffic Control (ATC) advises the PIC that returning to the gate or another place for disembarkation would significantly disrupt airport operations.

We will make the following reasonable efforts to provide convenient and comfortable service to all customers in the event that a flight is delayed.

  1. Provide adequate food and potable water no later than 2 hours from the start of the tarmac delay, unless the PIC determines that safety or security precludes such service.
  2. Ensure that operable lavatory facilities and adequate medical assistance, if needed, are available.
  3. Provide passengers on the aircraft status updates during the tarmac delay, if the tarmac delay exceeds 30 minutes, and thereafter as ANA and AJX deems appropriate.
  4. Provide passengers on the aircraft notification that they have the opportunity to deplane, if that opportunity exists.
  • We will make reasonable efforts to comply with this plan in the event of a diversion to any other U.S. airport.
  • We have committed sufficient resources to implement this plan and we have coordinated this plan with airport authorities (including terminal facility operators, U.S. Customs and Border Protection, and the Transportation Security Administration) at all U.S. airports that we serve including regular civilian diversion airports that are defined by DOT to be a "non-hub" or larger airport.
  • Services for codeshare flights are offered according to the standards of the operating airlines.

Allowing Reservations to be Canceled Without Penalty

A ticketed reservation made via ANA SKY WEB U.S., ANA Customer Service Center in the U.S. or ticketing counters at US airports served by ANA may be cancelled without penalty within 24 hours after the issuance of the ticket, except for reservations made within one week of departure, which may be cancelled without penalty only if permitted by applicable fare rules.

  • Refunds must be requested through the ANA Customer Service Center in the U.S.
  • As for award tickets, expired miles cannot be refunded.