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Contact Information for Europe and the Middle East Customers

On this page, you’ll find contact information for the ANA Mileage Club and ANA Disability Desk. 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

Before making your inquiry, you can also check for more information on this website.

Inquiries in Europe

Inquiries in the Middle East

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]

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]

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

Contact Information in Each Region

ANA Disability Desk Contact Information

If you need to travel with medication, medical equipment or devices, such as CPAP machines, or hearing aids that emit radio waves, please contact the ANA Disability Desk in advance to confirm if the item is permitted onboard.

  • Be prepared to provide the manufacturer, product name, model, size, battery type, etc.
  • Please note that we may check your equipment again at the airport before departure.

Within Japan

0120-029-377 (toll-free, open 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. International call charges will apply.

0570-029-377 (charged, open 4:00 p.m. - 0:00 a.m. PST)

03-6741-8900 (charged, open 4:00 p.m. - 0:00 a.m. PST)

FAX: 03-6741-8710

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