Inquiries from the Europe and the Middle East
This page contains information on making inquiries with ANA. You can also browse common inquiries, though you can choose to interact with our new 24/7 chatbot if you’d prefer automatic responses. Note: The ANA chatbot cannot make ticket reservations, cancel or change reservations, or register/change ANA Mileage Club member information. Make sure to not enter any personal information (e.g., card number, name, address, telephone number, email address) or reservation information.
Procedures and Information
You can also confirm reservation changes and flight status online.
General Inquiries (FAQ)
Inquiries About Flight Tickets
Before making your inquiry, you can also check for more information on this website.
Inquiries in Europe
Ireland
Email Inquiry
Phone Inquiry
Forgotten Articles and Delayed or Damaged Baggage
Please see the numbers below for inquiries about flight tickets and mileage.
Please refer to Average Wait Time to view the best time to call in.
Average Wait Time
Inquiries in Japanese and English
Reservation and Customer Service Center in Japan or the U.S.
1-800901642 (toll-free)
Business Hours : 24 hours (7 days/week) *1
Calls cannot be made to this number from outside of Ireland.
Please note that you may be charged an access fee by the local provider when calling the number using hotel phones, mobiles and landlines. This number may not be accessible from some mobile network providers.
When your call does not connect to the above number, please call the number below.
+81-3-4332-6848 (charged)
Business Hours : 24 hours (7 days/week) *1
Charges for international call to Japan will apply.
- *1 Business hours are temporarily changed, please see the details "Information" as top of this page.
Chat Inquiry
The ANA chatbot cannot make ticket reservations, cancel or change reservations, or register or change ANA Mileage Club member information.
For more details, please see the Automatic Response Service with the ANA chatbot.
Norway
Email Inquiry
Phone Inquiry
Forgotten Articles and Delayed or Damaged Baggage
Please see the numbers below for inquiries about flight tickets and mileage.
Please refer to Average Wait Time to view the best time to call in.
Average Wait Time
Inquiries in Japanese and English
Reservation and Customer Service Center in Japan or the U.S.
8005-1037 (toll-free)
Business Hours : 24 hours (7 days/week) *1
Calls cannot be made to this number from outside of Norway
Please note that you may be charged an access fee by the local provider when calling the number using hotel phones, mobiles and landlines. This number may not be accessible from some mobile network providers.
When your call does not connect to the above number, please call the number below.
+81-3-4332-6852 (charged)
Business Hours : 24 hours (7 days/week) *1
Charges for international call to Japan will apply.
- *1 Business hours are temporarily changed, please see the details "Information" as top of this page.
Chat Inquiry
The ANA chatbot cannot make ticket reservations, cancel or change reservations, or register or change ANA Mileage Club member information.
For more details, please see the Automatic Response Service with the ANA chatbot.
Greece
Email Inquiry
Phone Inquiry
Flight Ticket Reservations
Inquiries in English and Greek
General Sales Agent : GALANT HELLAS S. A.
210-4286844 (charged)
Business Hours : Monday-Friday: 9:00AM - 6:00PM, Saturday: 10:00AM - 1:00PM (not available on Sunday or national holidays)
Times are shown in Greek time, and the Greek calendar applies for national holidays.
Customers calling from outside of Greece should dial +30-210-4286844. International call charges will apply.
If you want to call us outside the business hours, please use the number below. This number should also be used for inquiries about the ANA Mileage Club.
Inquiries in Japanese and English
Reservation and Customer Service Center in Japan or the U.S.
+49-69-29976-198 (charged)
Business Hours : 24 hours (7 days/week) *1
Charges for international call to Germany will apply. Payment must be made in euros and German rules will apply for sales conditions, etc.
- *1 Business hours are temporarily changed, please see the details "Information" as top of this page.
Phone Inquiry
Inquiries in English and Greek
General Sales Agent : Galant Hellas S.A. (Athens)
210-4286844 (charged)
Business Hours : Monday-Friday: 9:00AM - 6:00PM, Saturday: 10:00AM - 1:00PM (not available on Sunday or national holidays)
Address : 1st Floor, 33, Zeppou Street, Glyfada, 166 75, Greece
Customers calling from outside of Greece should dial +30-210-4286844. International call charges will apply.
Chat Inquiry
The ANA chatbot cannot make ticket reservations, cancel or change reservations, or register or change ANA Mileage Club member information.
For more details, please see the Automatic Response Service with the ANA chatbot.
Other countries in Europe
Email Inquiry
Phone Inquiry
Forgotten Articles and Delayed or Damaged Baggage
Please see the numbers below for inquiries about flight tickets and mileage.
Please refer to Average Wait Time to view the best time to call in.
Average Wait Time
Inquiries in Japanese and English
Reservation and Customer Service Center in Japan or the U.S.
+49-69-29976-198 (charged)
Business Hours : 24 hours (7 days/week) *1
Charges for international call to Germany will apply. Payment must be made in euros and German rules will apply for sales conditions, etc.
When your call does not connect to the above number, please call the number below.
+81-3-4332-6874 (charged)
Business Hours : 24 hours (7 days/week) *1
Charges for international call to Japan will apply. Payment must be made in euros and German rules will apply for sales conditions, etc.
- *1 Business hours are temporarily changed, please see the details "Information" as top of this page.
Inquiries in the Middle East
United Arab Emirates
Email Inquiry
Phone Inquiry
Flight Ticket Reservations
Inquiries in English
General Sales Agent : Sharaf Travel (Abu Dhabi)
02-6770678 (charged)
Business Hours : 9:00 a.m. - 7:00 p.m. (not available on Friday or national holidays))
Customers calling from outside of the United Arab Emirates should dial +971-2-6770678. International call charges will apply.
General Sales Agent : Sharaf Travel (Dubai)
04-4060 515 (charged)
Business Hours : 8:00 a.m. - 6:00 p.m. (not available on Friday or national holidays)
Customers calling from outside of the United Arab Emirates should dial +971-4-4060 515. International call charges will apply.
If you want to call us outside the business hours, please use the number below. This number should also be used for inquiries about the ANA Mileage Club.
Inquiries in Japanese and English
Reservation and Customer Service Center in Japan or the U.S.
+49-69-29976-198 (charged)
Business Hours : 24 hours (7 days/week) *1
Charges for international call to Germany will apply. Payment must be made in euros and German rules will apply for sales conditions, etc.
- *1 Business hours are temporarily changed, please see the details "Information" as top of this page.
Inquiries at Ticketing Counter
Inquiries in English
General Sales Agent : Sharaf Travel (Abu Dhabi)
02-6770678 (charged)
Business Hours : 9:00a.m. - 7:00p.m. (not available on Friday or national holidays)
Address : Burj Al Saadiyat, Electra Street, Opposite AD CB Bank, Abu Dhabi, UAE
Customers calling from outside of the United Arab Emirates should dial +971-2-6770678. International call charges will apply.
General Sales Agent : Sharaf Travel (Dubai)
04-4060 515 (charged)
Business Hours : 8:00a.m. - 6:00p.m. (not available on Friday or national holidays)
Address : Sharaf Travel Building, Khalid Bin Waleed Street, Bur Dubai, Post Box 21593, Dubai, UAE
Customers calling from outside of the United Arab Emirates should dial +971-4-4060 515. International call charges will apply.
Chat Inquiry
The ANA chatbot cannot make ticket reservations, cancel or change reservations, or register or change ANA Mileage Club member information.
For more details, please see the Automatic Response Service with the ANA chatbot.
Israel
Email Inquiry
Phone Inquiry
Flight Ticket Reservations
Inquiries in English and Hebrew
General Sales Agent : Fly2Japan (Tel Aviv)
09-9669339 (charged)
Business Hours : 9:00a.m. - 5:00p.m. (not available on Friday, Saturday or national holidays)
Customers calling from outside of Israel should dial +972-9-9669339. International call charges will apply.
If you want to call us outside the business hours, please use the number below. This number should also be used for inquiries about the ANA Mileage Club.
Inquiries in Japanese and English
Reservation and Customer Service Center in Japan or the U.S.
+49-69-29976-198 (charged)
Business Hours : 24 hours (7 days/week) *1
Charges for international call to Germany will apply. Payment must be made in euros and German rules will apply for sales conditions, etc.
- *1 Business hours are temporarily changed, please see the details "Information" as top of this page.
Inquiries at Ticketing Counter
Inquiries in English and Hebrew
General Sales Agent : Fly2Japan (Tel Aviv)
+09-9669339 (charged)
Business Hours : 9:00a.m. - 5:00p.m. (not available on Friday, Saturday or national holidays)
Address : 60 Medinat Hayehudim St. Herzlia Pituach, Israel
Customers calling from outside of Israel should dial +972-9-9669339. International call charges will apply.
Chat Inquiry
The ANA chatbot cannot make ticket reservations, cancel or change reservations, or register or change ANA Mileage Club member information.
For more details, please see the Automatic Response Service with the ANA chatbot.
ANA Disability Desk Contact Information
Email Inquiry
Email Inquiry
Your inquiries by email may take a long time for us to respond.If you are in a hurry, please contact us by phone.
If you have already processed your request by telephone or ANA website, we may refrain from replying by email.
Please note that we do not accept the following requests by email.
- Seat availability information, New reservation, Reservation change / cancellation, Airline ticket refund
- Technical questions about the PC itself
Phone Inquiry
Inquiries in Japanese and English
Within Japan
0120-029-377 (toll-free)
Business Hours : 4:00 p.m. – 0:00 a.m. PST
FAX : 0120-029-366
When your call does not connect to the above number, please call the number below.
0570-029-377 (charged)
Business Hours : 4:00 p.m. – 0:00 a.m. PST
03-6741-8900 (charged)
Business Hours : 4:00 p.m. – 0:00 a.m. PST
* If you wish to contact us from outside Japan, first dial the country code for Japan (81) and then the telephone number without the 0. An international call charge will apply.
FAX : 03-6741-8710
Other Inquiry
ANA International Reservation and Customer Service Center
Inquiries in Japanese and English
Within Japan
0570-029-333 (Fixed rate within Japan)
03-6741-6685 (charged)
Business Hours : International (Including Award Tickets) 8:00 a.m. - 7:00 p.m. , 10:00 p.m. - 8:00 a.m. (7 days/week)
* Depending on circumstances, reception hours might be changed.
ANA Airport Support Inquiries
Inquiries in Japanese and English
Within Japan
0570-029-701 (fixed rate from anywhere in Japan)
Business Hours : 9:00a.m. - 6:00p.m. (7 days/week)
03-6741-8702 (charged)
Business Hours : 9:00a.m. - 6:00p.m. (7 days/week)
Dial a number above and select "2" when the automated voice system is prompted.
If you need to make an inquiry outside of the business hours of 9:00a.m-6:00p.m., please contact the International Reservation(Japan site only) and Customer Service Center.
Emergency Contact Information
- Customers that use an ANA-operated flight departing from an EU member country, the U.S. or Mexico can register emergency contact details with ANA in the case of an accident.
- Customers that wish to register this information should print out the appropriate emergency contact information form below, complete the required sections of the form, and hand it to airport staff at the boarding gate on the day of departure from their home country.
- Note: Collected emergency contact information will not be used for commercial purpose. The information will be disposed of appropriately after the flight arrives at its destination.
Other Information
An Online Dispute Resolution (ODR) platform has been set up by the European Commission : http://ec.europa.eu/consumers/odr/, which provides easy access to alternative dispute resolution. (ADR).
A list of EU member states national designated bodies responsible for ensuring the rights of passengers can be found on :
https://ec.europa.eu/transport/sites/transport/files/2004_261_national_enforcement_bodies.pdf
[For EU resident customers with flight to / from United Kingdom]
Inquiries & Feedbacks online form
* For query by email, please send to uk_adr_regulations_@121.ana.co.jp. Please contact us by telephone if you do not receive a reply to your query within 5 business days.
Please note that All Nippon Airways is not required to offer, and does not subscribe to, an ADR scheme.
[For passengers with flights from Germany]
Inquiries & Feedbacks online form
If you are unhappy with our response to your complaint, you can refer your complaint to SÖP*, Germany’s independent arbitration board for public passenger transport that oversees all carriers. Please note that correspondence with SÖP will be conducted in German.
* SÖP Schlichtungsstelle für den öffentlichen Personenverkehr e.V.
Fasanenstraße 81
10623 Berlin
https://soep-online.de