ANA strives to handle each baggage with care, However due to weather and airport facilities, it may become damaged or can not be delivered to the destination.
If this situation occurs, ANA will respond with sincerity in order to resolve the problem.
In case of damage, we will handle your claim in accordance with ANA international conditions of carriage.
After leaving the arrival airport, please declare the damage within 7 days of receiving your baggage. Please refer to the Contact information. (Contact information)
In addition, a [Damaged Baggage Declaration Form] may be requested in order to clarify the situation.
As mentioned in ANA international conditions of carriage, please declare the damage within 7 days of receiving your baggage. (International Carriage)
Basically, repair or some other form of compensation will be offered for those damages that qualify.
Please note however that some items including the following may not be eligible for compensation.
◇ ANA will not be liable for any damage or loss as mentioned below.
If you are unable to receive the baggage at the airport of arrival, please contact ANA immediately. We will take the necessary procedures and search for your baggage.
[Note]If your baggage is lost upon arrival from an airline other than ANA, please contact the relevant airline.
We will search for the baggage in coordination with the concerned airports and airlines using universal baggage tracing system.
The search results are reported to the customer everyday, It is also possible for the customer to retrieve latest information from the link listed below. It requires the Missing Baggage reference number, if you do not have the number, please contact ANA at your arrival airport. (Contact Information)
*The service is available for only passengers who use flights operated by ANA Group.
After clearing customs, ANA will deliver the baggage to the customer.
To search for the baggage, we may ask for details regarding the contents of the baggage.
This information may also be used for reference in the case of compensation.
If we can not locate the baggage after 30-40 days of your arrival, we will offer compensation in accordance with ANA international conditions of carriage. Per the customer's request, the search period can be extended to maximum of 100 days.
All baggage must be picked up and cleared through customs by each customer.
If you leave the airport without taking your baggage, please contact ANA at the arrival airport immediately. (Contact information)
[Note]
The following is the procedure for the airport in Japan. The procedure may vary by airport. For details, please contact ANA at your arrival airport.
Please contact ANA at the arrival airport. ANA will assist you to customs.
Per the customer's request, ANA is able to clear customs on behalf of the customer.
a) A copy of the passport (including photo and stamp of entry)
After receiving the necessary documents, we will clear customs on behalf of the customer and deliver the baggage to a location requested by the customer.
* Normally, we can clear customs on the same day in which we receive the documents.
* Please note that the delivery cost may be charged to the customer.
Left behind items found in the cabin will be stored by ANA at the arrival airport.
Please contact ANA at arrival airport. (Contact Information)
Items found outside of cabin may be stored by Airport Lost & Found or police station.
If we find the item, we will immediately deliver it to the customer.
* Please note that the delivery cost will be charged to the customer.
