Introduction of our Customer Service Plan

ANA values all of its customers, and is continually working to improve its services and to offer the safest and most comfortable trip to every customer. The following Customer Service Plan provides a summary of the actions taken by ANA to assist its customers. This Customer Service Plan is applicable to services provided in connection with scheduled flights to and from Canada, including connecting flights, by All Nippon Airways Co., Ltd. (ANA) and has been adopted pursuant to the Canadian Air Passenger Protection Regulations ("Canadian Regulations").
Please contact the operating carrier regarding the codeshare flights.

1.Flight Delays, Cancellations, and Denial of Boarding

Where a flight is delayed or cancelled (together a "Flight Disruption") or where a passenger is not permitted to occupy a seat on board a flight because the number of seats that may be occupied on the flight is less than the number of passengers who have checked in by the required time, hold a confirmed reservation and valid travel documentation and are present at the boarding gate at the required boarding time (a "Denial of Boarding"), passengers may be entitled to specific standards of treatment, rebooking or a refund, and compensation as set out in Section 4(A) and (B) of this Customer Service Plan.
The following is a summary of our terms and conditions in cases of a Flight Disruption or Denial of Boarding. Our complete list of terms and conditions applicable to flights to, from and within Canada (including connecting flights) is available on International Tariff.

A.Notifying passengers of a known Flight Disruption or Denial of Boarding

To keep our passengers informed during a Flight Disruption or in case of a Denial of Boarding we will provide affected passengers with the reason for the Flight Disruption or Denial of Boarding. Additionally, we will provide passengers affected by a Denial of Boarding with the following information:

  • The compensation to which the passenger may be entitled for the inconvenience (if applicable);
  • The standard of treatment for passengers (if any); and
  • The recourse available to passengers against ANA, including recourse to the Canadian Transportation Agency.

We strive to provide our passengers with new information as soon as feasible and will provide status updates every 30 minutes until a new departure time is set for the flight or alternative travel arrangements have been made pursuant to section 1(B) of this Customer Service Plan.

B.Providing services to minimize inconvenience resulting from Denial of Boarding

In the event of a Denial of Boarding, we will make reasonable efforts to assist our passengers in rebooking travel to their destination to complete their itinerary as soon as feasible. Additionally:

  • Where the Denial of Boarding is outside of our control as defined in the Canadian Regulations  and described below, we will provide our passengers with a confirmed reservation on the next available flight, free of charge, that is:
    1. operated by us or our commercial partners, travelling on any reasonable air route from the airport where the passenger is located to their destination, and that departs within 48 hours of the end of the event that caused the  Denial of Boarding; or if not available
    2. operated by any air carrier, travelling on any reasonable air route from the airport where the passenger is located (or another airport within a reasonable distance) to their destination, and if the new departure is at a different airport, transportation to the other airport.
    • A Denial of Boarding is outside of our control if caused by events, including but not limited to, war or political instability, illegal acts or sabotage, meteorological conditions or natural disasters that make the safe operation of the aircraft impossible, instructions from air traffic control, a NOTAM, a security threat, airport operation issues, a medical emergency, a collision with wildlife, a labour disruption with ANA or within an essential service provider such as an airport or an air navigation service provider, a manufacturing defect in an aircraft that reduces the safety of passengers and that was identified by the manufacturer of the aircraft concerned, or by a competent authority, or an order or instruction from an official of a state or a law enforcement agency or from a person responsible for airport security.
  • Where the  Denial of Boarding is within our control, even if required for safety purposes, we will provide passengers with a confirmed reservation on the next available flight, free of charge, that is:
    1. operated by us or our commercial partners, travelling on any reasonable air route from the airport where the passenger is located to their destination, and that departs within 9 hours of the original departure time; or if not available
    2. operated by any air carrier, travelling on any reasonable air route from the airport where the passenger is located to their destination, and that departs within 48 hours of their original departure time; or if not available
    3. operated by any air carrier, travelling on any reasonable air route from an airport that is within a reasonable distance of the airport where the passenger is located to their destination, and transportation to the other airport.
    • A Denial of Boarding is within our control but required for safety purposes  where the cause of the Denial of Boarding is required by law in order to reduce risk to passenger safety and includes required by safety decisions made within the authority of the pilot of the aircraft or any decision made in accordance with a safety management system as defined in subsection 101.01(1) of the Canadian Aviation Regulations but does not include scheduled maintenance in compliance with legal requirements.

In accordance with the Canadian Regulations, we will aim to provide alternate travel arrangements that are comparable to those on the original ticket in case of a Denial of Boarding. If the alternate travel arrangements provide for a higher class of service than the original ticket, we won't charge for the upgrade.
In some cases, if the alternate travel arrangements offered do not accommodate our passenger's needs we will refund the unused portion of the ticket and if necessary, return our passengers to his/her point of origin.

C.Denial of Boarding

Before a Denial of Boarding, we typically ask passengers to volunteer to give up their seat. If we offer a benefit to our volunteer(s) in exchange for giving up his/her seat, we will provide a written confirmation of the benefit before the flight departs.
Where Denial of Boarding occurs, we will give priority to boarding passengers in the following order:

  • unaccompanied minors;
  • a person with a disability and their support person, service animal, or emotional support animal, if any;
  • a passenger who is travelling with family members; and
  • a passenger who was previously denied boarding on the same ticket.
  • The order of priority does not apply where the Denial of Boarding was caused by a situation outside of our control.
    We will make reasonable efforts not to cause a Denial of Boarding to a passenger who is already on board the aircraft but may do so where it is required for safety reasons.

D.Our Contingency Plan for Lengthy Tarmac Delays

Where a flight is delayed on a tarmac at a Canadian airport for three hours after the aircraft doors have been closed for take-off or after the flight has landed, we will allow passengers to disembark the aircraft.

  • The following cases are excluded: (1) where it is likely that take-off will occur less than three hours and 45 minutes after the doors of the aircraft are closed for take-off or after the flight has landed and ANA is able to continue providing passengers with the services described below; (2) where it is not possible to provide an opportunity for passengers to disembark, including if it is not possible for reasons related to safety and security or to air traffic or customs control.

When allowing passengers to disembark, if feasible, we will give passengers with disabilities, and their support person, service animal or emotional support animal (if any) the opportunity to disembark first.
For all flights, to, from or within Canada, in accordance with the Canadian Regulations, we will use reasonable efforts to provide convenient and comfortable service to all customers in cases of tarmac delays. Specifically, we will provide:

  1. Access to lavatories in working order;
  2. Proper ventilation and cooling or heating of the aircraft;
  3. If it is feasible to communicate with people outside of the aircraft, the means to do so; and
  4. Food and drink, in reasonable quantities, taking into account the length of the delay, the time of day and the location of the airport.

2.Lost or Damaged Baggage

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 and to avoid damage to the checked baggage.
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 24 hours.
In the further unlikely event that your baggage cannot be located or your baggage is damaged, we will pay compensation for lost or damaged baggage as required by applicable international agreements and according to our Conditions of Carriage. Moreover, in cases of lost (even temporarily) or damaged baggage, we will reimburse passengers for any fees paid for carrying such baggage.

3.Assignment of Seats to Children under the Age of 14 Years

On some flights passengers, including children under the age of 14 years, may reserve a specified seat of a flight in advance; however, ANA may, without prior notice, change such seat due to an aircraft change or other reason.

4.Information on treatment, compensation and recourse

A.Providing services to minimize inconvenience resulting from Denial of Boarding

ANA makes every effort to ensure our flights operate on time and passengers are not denied boarding. However, in cases where a passenger is denied boarding we will provide the following standards of treatment, free of charge:

  • Food and drink taking into account the length of the wait, the time of day and the location of the passenger;
  • Access to a means of communication; and
  • Overnight accommodations (hotel or comparable) including round trip transportation from the airport to the hotel, if the passenger is expected to wait overnight for a flight reserved as part of alternate travel arrangements.
    • The following cases, however, are excluded: (1) where providing the services above would further delay the passenger; and (2) where the Denial of Boarding was due to "situations outside the carrier's control" as defined in section 10(1) of the Canadian Regulations (described above in section 1(B) to this Customer Service Plan).

B.Compensation for inconvenience

In the event that a passenger is denied boarding, and the cause of the Denial of Boarding was within our control (excluding situations within our control but required for safety purposes), affected passengers may be entitled to compensation:

Length of Delay Amount (CAD)
Less than 6 hours $900
6-9 hours $1,800
9+ hours $2,400

C.Recourse

All of our terms and conditions of carriage to, from or within Canada (in some cases including connecting flights) can be found in our Tariff.
If you believe you have received unfair treatment you may contact us on our contact information as follows:

ANA Mileage Club Members

Non Members

Alternatively, you may submit an air travel complaint to the Canadian Transportation Agency.

If you are denied boarding or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency's website.

Si l'embarquement vous est refusé ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité. Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l'Office des transports du Canada.