Guidance for Damaged, Missing, Lost and Left-Behind Items
While we handle the baggage you entrust to us with the utmost care until it reaches its destination, damage may unfortunately occur in some cases.
We sincerely apologize for causing considerable concern and inconvenience to affected passengers.
In light of this regrettable occurrence, ANA will take action in good faith to resolve the issue.
Declaration
If you're still at the airport
If you notice any damage with your checked baggage, please report it to ANA staff immediately.
If you've left the airport
If you notice any damage with your checked baggage after leaving the airport, please check if the disclaimer does not apply to your case and report it within the legally stipulated period.
As informed in the Conditions of Carriage, you must report it in writing (Damaged Baggage Declaration Form
).
If you wish to report it by phone, you will need to submit a Damaged Baggage Declaration Form
additionally.
Please note that you will be responsible for the cost of mailing the declaration.
- * For passengers arriving on flights other than ANA Group operated international flights, please contact the operating airline directly.
Deadline for Declaration
Within seven days of your flight arrival
Compensation
In general, baggage which qualifies for compensation will be subject to repair. We may offer other options depending on the extent of the damage and the time required for repair.
- * Please note that disclaimers may apply and some cases may not be eligible for compensation.
Disclaimers
We handle your baggage with care, however, it is possible your checked baggage shows signs of wear and tear resulting from ordinary handling of the baggage.
We are not liable because of:
- Damage occured outside the airline's control
- Damage caused by baggage defects such as improper or overpacking, aging.
- Ordinary wear and tear, damage to or loss of protruding parts
- Damage caused by TSA or other safety inspection authorities of each country
- Damage resulting from the nature of the product, such as fragile items.
(Examples) Musical instruments, sporting equipment (surfboards, bycycles, etc.), delicate equipments (cameras, personal computers, etc.), glassware, liquor Bottles etc.
Dents
Dirt
Tear
Wear of wheels
Loss of protruding parts
Damage of protruding parts
- * The above photos are examples that can be evaluated to be exempt from liability.
We will inform you after confirming the actual situation of your baggage.
Missing or Lost
- If a codeshare flight or flight operated by another airline is included in the itinerary, the conditions of carriage of the other airline may apply.
- If a Japan domestic flight and an international flight are purchased on the same ticket, the conditions of carriage for the international flight will also apply to the Japan domestic flight.
While we handle the baggage you entrust to us with the utmost care until it reaches its destination, baggage may unfortunately go missing or be lost in some cases.
We sincerely apologize for causing considerable concern and inconvenience to affected passengers.
In light of this regrettable occurrence, ANA will take action in good faith to resolve the issue.
Declaration Deadline for Missing Luggage
Within 21 days from the day after your arrival
How to Report
You will need to follow our missing baggage process. Please report to us using either of the following methods:
- Complete our Missing Baggage Form yourself
- Report to a member of staff at your arrival airport
- * For flights arriving in Japan, an Application / Authorization Letter must be submitted to the customs office when using a customs handling agent/proxy.
Please fill in the Missing Baggage Form and the Application / Authorization Letter, then contact your arrival airport. - * If your arrival is on any flight other than an ANA Group-operated international flight (flight number starting with NH), please contact the operating airline directly.
Checking Baggage Status
You can check the status of your baggage via the Baggage Search System.
To check this, you will need to provide your reference number and your last name.
If you do not have your reference number, please contact your arrival airport.
Baggage Return
When the baggage is located, it will be delivered to the designated location.
Contents Declaration
To search for the baggage, we may ask you for details regarding the contents of the baggage either orally or in writing (Contents Declaration). This information may also be used for reference in the case of compensation.
Compensation
If the baggage cannot be found during the search, ANA will compensate you in accordance with the Conditions of Carriage from 30 to 45 days after your arrival or the declaration of the missing baggage.
Baggage Forgotten, Wrong Baggage Picked Up, Left-Behind Items
- If a codeshare flight or flight operated by another airline is included in the itinerary, the conditions of carriage of the other airline may apply.
- If a Japan domestic flight and an international flight are purchased on the same ticket, the conditions of carriage for the international flight will also apply to the Japan domestic flight.
Baggage Pick-up Forgotten / Wrong Baggage Picked Up
After arrival, each passenger must pick up their checked baggage at baggage claim by confirming the numbers on the baggage claim tags and clearing customs.
If you leave the airport without picking up your baggage or with someone else's baggage by mistake, please contact the arrival airport immediately.
Return of Baggage
Customs clearance is required in one of the following ways: When using a customs handling agent/proxy, the item will be delivered to the designated address after clearing customs.
Note, however, that customers will be responsible for any shipping fees.
- Customers Clearing Customs by Themselves
Please contact the arrival airport before returning to the airport. An ANA staff member will show you the way to the customs office. - Customers Using an Agent for Clearing Customs
We can act as your agent in passing through customs if desired. (Requires several days) - Required Documents
- a) A copy of your passport (the photograph page and the page stamped at the time of entry into the country)
- * Note: Please note that we may not be able to handle your request if the copy is not sufficiently clear.
- b) Application / Authorization Letter
- * Note: Only the original Application / Authorization Letter will be accepted; no copies.
- * Note: Please bring required documents directly to the airport, or send them by postal mail.
- * Note: Only the original Application / Authorization Letter
- a) A copy of your passport (the photograph page and the page stamped at the time of entry into the country)
Left-Behind Items
Left behind items found in the cabin will be stored at the arrival airport for a certain period of time.
If your item is found, we will deliver it to an address specified by you. Note, however, that customers will be responsible for any shipping fees.
Items found in an airport facility and not in the cabin may be stored by the airport managing company or at a police station. If you think that you may have lost an item while at such a facility, please confirm the contact details for the airport building and police station and then make an inquiry.
Airport Contact Information
Here, you will find information for contacting arrival airports in the case of damaged, missing, lost or left-behind items.