Introduction of our Customer Service Plan

For reservations made via ANA's Internet website (the ANA website), phone reservation center ("ANA Customer Service Center") or airport ticketing counters in the U.S., we will offer the lowest fares available through that booking channel, when you provide specific travel dates, flights, and class of service information. For reservations made via the ANA Customer Service Center or aiport ticketing counters in the U.S., we will also advise you if lower fares may be available through the ANA website.

For flights that depart in 7 days or less, we will provide timely information about known delays of 30 minutes or more, cancellations and diversions ("flight status information"), within 30 minutes of our becoming aware of it, by:

• Providing flight status information through the ANA website and upon request via ANA Customer Service Center in the U.S.
• Providing flight status information through announcements at gates and through flight status displays at airports in the U.S.
• Providing this flight status information through notification services (including e-mail), to the extent such services are offered by ANA, to passengers who register on the ANA website to receive e-mail updates.

We will make reasonable efforts to ensure that all checked baggage is available as soon as possible after a passenger's flight arrives at the gate. In the unlikely event your baggage does not arrive at your destination with you, we will initiate a search and make reasonable efforts to return the baggage to you within 15 hours of arrival for international flights with a scheduled flight time of 12 hours or less, or within 30 hours of arrival for international flights with a scheduled flight time of more than 12 hours, consistent with the applicable requirements of 14 C.F.R. 260.5. In the further unlikely event that your baggage cannot be located or if your bag is significantly delayed, we will refund any fees that you have paid for its transportation (including fees for excess or overweight baggage). In addition, we will pay compensation for lost or delayed baggage as required by applicable international agreements.

A ticketed reservation made via the ANA website, ANA Customer Service Center 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 can not be refunded. Some additional services purchased with the reservation cannot be refunded or cancelled without penalty.
Please note that tickets purchased via a travel agent may be cancelled without penalty only if permitted by applicable fare rules. For refunds of such tickets, please contact your travel agent.

If a passenger has purchased a ticket that is eligible for a refund from ANA, we will provide a prompt refund in the original form of payment when ticket and/or ancillary fee refunds, including checked bag fee refunds, are due pursuant to 14 C.F.R. Part 260, unless the passenger agrees to receive the refund in a different, cash equivalent form of payment as defined in 14 C.F.R. 260.2. We will provide prompt refunds as follows:

• We will submit the request for a refund to the credit card issuer within 7 business days.
• The credit card issuer will refund the purchase price under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund.

• We will issue your refund within 20 calendar days.

We are committed to offering convenient and comfortable service to all of our passengers, including passengers who require special assistance. For passengers with disabilities, we will comply with DOT regulations. We also offer certain services for children traveling alone, passengers who are pregnant or traveling with small children, and other passengers who may require special assistance.
While passengers may ask for assistance at the airport, there are, however, certain service requests which require advance notice. Please note that even in cases where advance notice is not explicitly required, we recommend that passengers inform us in advance of any special assistance requests, so we can best be prepared to serve you. This notification will help us plan ahead for your safe and comfortable travel.

Please check Offering our customers assistance for a comfortable flight (International Flights) for details.
We will make reasonable efforts to meet the requirements of passengers who require special assistance and also to ensure that the requirements of any passengers who require special assistance are met during a lengthy tarmac delay.

We will issue refunds to passengers with a disability, and to individuals traveling on the same reservation as a passenger with a disability who do not want to continue travel without the passenger with a disability, as required by 14 C.F.R. 260.6(c).

In the event of a lengthy tarmac delay involving a flight departing from or arriving at any U.S. airport, we will make every reasonable effort to meet passengers' essential needs as described in greater detail in our Contingency Plan for Lengthy Tarmac Delays.

Occasionally we may not be able to provide a passenger with a seat on a flight, even if he/she holds a ticket and have checked in on time. This is called an "oversale," and can occur for reasons such as safety restrictions on the maximum weight that an aircraft can carry; an unplanned change in the size of the aircraft operating the flight; or if there otherwise are more passengers who have checked in and are prepared to board than available seats.
Passengers denied boarding or involuntarily downgraded due to an oversale on a flight departing the U.S. are in most cases entitled to transportation on an alternate flight to the final destination and/or compensation, as required by DOT regulations. We will consistently follow DOT requirements and our own policies in the event of an oversale, including by asking for volunteers before denying boarding or involuntarily downgrading any passenger, and by providing a written statement to each passenger denied boarding which describes his or her rights.
Please be advised to arrive at the airport one hour prior to scheduled departure for international flights.

The following information will be available via the ANA website:

• Cancellation and refund policies. Specific cancellation and refund policies applicable to each type of ticket fare are displayed when purchasing via the ANA website, and agreed to by the customer at time of purchase.
• The rules and policies for our frequent flyer program, ANA Mileage Club.
• Aircraft configuration charts (including the number of seats and the location of lavatories) for flights operated by ANA.

• * Aircraft configuration charts for flights operated by other carriers on a code-share basis can be obtained from their websites.

Upon request, the ANA Customer Service Center can also provide this information, or identify its location on the ANA website.

For flights that depart in more than 7 days, we will notify customers in a timely manner of changes in their travel itineraries (including changes in the scheduled departure time, as well as delays or cancellations) through notification services (including e-mail) to the extent such services are offered by ANA, to passengers who register on the ANA website to receive e-mail updates and upon request through the ANA website and the ANA Customer Service Center in the U.S.

We welcome the opportunity to address the concerns and opinions of our valued customers, while continually striving to improve our service.
Although we will make every effort to respond much sooner, at the very latest we will acknowledge, in writing, all written complaints within 30 days, and provide a substantive response within 60 days, in accordance with DOT regulations. We will also promptly respond to other comments and feedback. Information about how to contact us is available Contact Information (Customers Residing in the U.S.).

In the event of flight delays, cancellations or misconnections, we will make reasonable efforts to assist passengers in rebooking travel to their destination. As described above in sections 2, and 10, we will promptly notify to passengers of known flight irregularities and itinerary changes. Additionally:

• If rebooking options are not available and you can not arrive at your final destination on the originally scheduled arrival date due to an irregularity under our control, we may, at our direction, offer complimentary overnight hotel accommodations.
• If the cause of the problem is severe weather conditions and/or other issues outside of our control, in most cases complementary accommodations will not be arranged, but we will make reasonable efforts to provide information enabling you to secure your own accommodations.