Damaged, Missing, Lost and Left-Behind Items

Within 21 days from the day after your arrival

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.

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.

When the baggage is located, it will be delivered to the designated location.

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.

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.

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.

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.

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.

Here, you will find information for contacting arrival airports in the case of damaged, missing, lost or left-behind items.