Frequently Asked Questions about Lufthansa Flights

Lufthansa cabin crew speaks German and English. On flights to and from Japan, Japanese-speaking flight attendants are usually also on duty.

Like ANA, Lufthansa offers a wide range of food and beverage options on board domestic and international flights.

Learn more about Lufthansa's inflight service (English Only).

Lufthansa, like ANA, offers a variety of in-flight entertainment options.

Learn more about Lufthansa's inflight entertainment (English Only).

A range of lounges are offered to eligible guests traveling with Lufthansa and ANA. You'll receive a warm welcome, with staff available to deal with any requests you may have, and to provide you with information about your lounge stay and your onward flight.

You can find out everything about the lounges available to you at the airport depending on your travel class or Frequent Flyer Status with Lufthansa or Star Alliance on lufthansa.com.

Learn more about Lufthansa lounges (English Only).

Detailed information on lounge access, including locations, hours, services, and eligibility for ANA domestic, and international lounges, can be found on the official ANA website.

Learn more about ANA lounges.

Yes, you can request an upgrade of your flight by Star Alliance Upgrade Award. When applying for an upgrade, it is necessary to have a reservation at a fare in an eligible booking class for the Star Alliance Upgrade Award, as well as to have completed payment (ticket issuance). Even after the upgrade procedure is completed, upgrade vouchers and reservation numbers will not be issued. Please be sure to confirm your reservation with the operating airline.

On the day of your flight, you can check in for the higher class with your purchased ticket.

Learn more about Terms and Conditions for Star Alliance Upgrade Awards.

Lufthansa offers a wide range of services to passengers who need assistance on their journey.

Learn more about accessible travel with Lufthansa (English Only).

To make your trip as comfortable as possible, we strongly recommend that you contact Lufthansa as early as possible if you need assistance on your trip.

Lufthansa offers a selection of special meals to meet your individual dietary needs on most longer flights.

Learn more about special meals with Lufthansa (English Only).

Please note that the provision of special meals must be requested at least 24 hours before departure.
If you need help with the request of special meals, please contact the airline from which you purchased your ticket.

It is possible to take animals on board ANA and Lufthansa under certain conditions. While it is generally possible to take small cats and dogs with you in the cabin on board Lufthansa flights, any pets are not allowed to accompany passengers in the cabin on ANA flights and can only be transported in the cargo hold. For details regarding conditions, application deadlines, and fees, please contact the airline from which you purchased your ticket directly.

Please also note that you must arrive at the airport early and report to the check-in counter. If you are traveling with a pet, you cannot check in online or at a check-in kiosk at the airport. Only animals that have been registered in advance are accepted at the airport.

If you are transferring from an international flight to a domestic connecting flight within Japan, it is necessary for you to collect your pet at the baggage claim area (usually at the bulky baggage or a service counter) and check it in again for your onward flight after border control.

For transfers from ANA domestic flights to ANA international flights or flights operated by Lufthansa (operated by the operating carrier's flight number only), your pet will automatically be transported to your final destination.

In addition, on journeys with connecting flights within Europe, your pet is usually transported to its final destination, and you do not have to check it in again during the transfer. Please make sure to review the local regulations such as the latest information on quarantine regulations before your trip. If you are traveling on several flights, please make sure that the transport of your pet has been confirmed on all flights.

Learn more about traveling with pets on Lufthansa (English Only).

Learn more about traveling with pets on ANA.

You can take your assistance dog with you on board Lufthansa and ANA flights under certain conditions. Please contact the airline from which you booked and purchased your ticket for detailed conditions.

The staff may ask a few questions about service dogs during check-in on the day of departure.

Learn more about traveling with assistance dogs on board Lufthansa flights (English Only).

Unaccompanied children need very special support. While children from the age of 12 are also allowed to travel alone on Lufthansa flights, children aged between 5 and 11 may only fly unaccompanied if they are using the care service or if they are traveling with someone who is at least 12 years old. Please familiarize yourself with the conditions as well as the options and deadlines for registration. Please note that Lufthansa does not allow unaccompanied minors traveling on itineraries with connecting flights with ANA. Please contact Lufthansa as early as possible.
For detailed information, always contact the airline from which you booked and purchased your ticket.

Learn more about Unaccompanied children with Lufthansa (English Only).

You can always use the check-in facilities of the operating airline of your first flight.

This means, for example, on a connecting flight with Lufthansa changing to ANA, you can use Lufthansa's check-in options. You will usually already receive a boarding pass for your connecting flight with ANA.

Lufthansa Online Check-in (English Only)

If your first flight is operated by ANA, use the check-in facilities of our partner airline. With ANA you can check in online or in the ANA app starting 24 hours before departure. To do this, please use your ANA booking data, which you also received after booking. If online or mobile check-in is not possible for your trip, you also have the option of checking in at the airport at a kiosk or at the counter.

Please familiarize yourself with the times for check-in and baggage drop-off. Specific time slots apply depending on the airport and flight.

Learn more about check-in with ANA.

Be sure to carry the necessary travel documents when traveling internationally, such as your passport or a visa.

If you are connecting from Japan to Europe or from Europe to Japan, you can usually check in directly for the entire route and receive a boarding pass for your connecting flight.

This enables customers with itineraries containing transit points to complete boarding procedures and check in baggage at the departure airport for multiple sectors up to their final destination. ANA provides a baggage check-through service, sending luggage directly to the final destination, avoiding re-checking at connecting airports, provided following conditions are met.

• The minimum connecting time at the transfer airport is ensured.
• The reservation for the connecting flight is confirmed.
• Your entire itinerary is shown on a single flight ticket.

Detailed information about the conditions is available on the website or the airline from which you purchased your ticket. Please confirm the conditions again during the check-in process on the day of your flight.

Learn more about Check-in & travel notice with ANA.

The conditions vary depending on the itinerary and reservation status, so please refer to the pattern below.
As a rule, there is a special area in the baggage claim area for this purpose. It is therefore best to mention that you have a connecting flight when checking in your baggage so that the baggage is checked in correctly.

1. From Japan to Europe
    If you are traveling from the Japan to Europe, your baggage will usually be loaded directly onto your connecting flight and you can pick it up at the destination airport of your journey. However, if you are connecting to a bus or train, it is necessary to collect your baggage from the baggage reclaim area at the airport and take it with you to the next transportation.
2. From Europe to Japan
   When you are traveling from Europe to Japan, checked baggage must first be collected at the transfer airport in Japan upon first entry before you can check it in again for your domestic connecting flight after border control. Even if your final destination is printed on your baggage tag, it is still necessary to pick up your baggage. As a rule, there is a special area in the baggage claim area for this purpose. It is therefore best to mention that you have a connecting flight when checking in your baggage upon departure so that the baggage is checked in correctly.

Learn more about the through checked baggage rules with ANA.

If you use the ANA app for your ANA flight, you can find information about your connecting flight with ANA here as soon as possible. Just check the app when you arrive at the transfer airport and make sure your device has an internet connection. For Lufthansa flights, you can find information about connecting flights with Lufthansa reliably in the Lufthansa app. Alternatively, please pay attention to the screens showing departures at airports. Often these are also located in the immediate vicinity of your connection gate.

The arrivals and departures terminals used by airlines may differ depending on the airport, as well as on international and domestic flights. We therefore recommend that you always check the website of your departure and, if applicable, transfer airport to find out which terminals are used by the airlines with which you fly on your journey.

If, for example, you do not reach your connecting flight due to a delay, you will usually be automatically rebooked by the airline that caused the flight. As soon as the rebooking has taken place, you will be notified by ANA or Lufthansa via the contact information you provide (e.g. by e-mail). If you have not received a notification or need further assistance, you can always contact our service staff at the airport.

If part of your journey is with Lufthansa Express Rail or Lufthansa Express Bus, you must first take your baggage with you on the train or bus and check it in for your flight on arrival at the airport or collect it from the baggage reclaim area after your flight and take it with you to the train or bus respectively.

In the event of delays or cancelations, you will be rebooked onto alternative connections.

At Frankfurt Airport you benefit from convenient baggage drop-off and delivery of your baggage at the AiRail Terminal, connected to the long-distance train station at Frankfurt Airport. Online or mobile check-in is available from 30 hours before your flight departs until 15 minutes before your train departs. You will receive several boarding passes serving as your ticket for the train and your connecting flight. If you continue your journey from Frankfurt Airport on a Lufthansa Express Rail train, you can use any other Deutsche Bahn train to your destination station in the event of delays or cancellations.

Learn more about Lufthansa Express Rail (English Only).

Learn more about Lufthansa Express Bus (English Only).

If you would like to change or cancel your flight booked directly from Lufthansa because your plans have changed, you can either edit your booking yourself on lufthansa.com or contact the Lufthansa Service Center. For flights booked directly from ANA, please use our rebooking options. Only reservations made via ANA website or ANA App can be changed online.

In the event of flight delays or cancelations, ANA and Lufthansa will automatically rebook you and notify you via the contact information you have provided. If you are already on your journey and do not receive a notification, contact the airport staff at any time.

If there are unfortunately any irregularities on your journey, you can find information about your passenger rights in the apps of your operating airlines and on the websites of ANA and Lufthansa.

Go to passenger rights with Lufthansa (English Only).

If you are departing from Japan or traveling within Japan on ANA, please refer to ANA website for applicable passenger rights.

You can also contact the airport staff at any time.

If, for example, you do not reach your connecting flight due to a delay, you will usually be automatically rebooked by the airline that caused the flight. As soon as the rebooking has taken place, you will be notified by ANA or Lufthansa via the contact information you provide (e.g. by e-mail). If you have not received a notification or need further assistance, you can always contact our service staff at the airport.

Carry-on and checked baggage policies may vary by airline. In addition, the baggage rules of the operating airline apply on each of your flights. Therefore, please inform yourself about the baggage regulations in advance.

Go to the baggage regulations for Lufthansa (English Only).

Please note that Lufthansa's sports and special baggage regulations differ from ANA's. If you have not yet announced your sports and special baggage with Lufthansa and possibly booked it additionally, please contact the airline from which you purchased your ticket for detailed conditions as soon as possible before your flight.

Learn more about sports and special baggage with Lufthansa (English Only).

Please note that the regulations for carrying dangerous items on board may vary locally and depending on the airline.

Learn more about the carriage of dangerous goods on board Lufthansa flights (English Only).

The conditions vary depending on the itinerary and reservation status, so please refer to the pattern below.
As a rule, there is a special area in the baggage claim area for this purpose. It is therefore best to mention that you have a connecting flight when checking in your baggage so that the baggage is checked in correctly.

1. From Japan to Europe
    If you are traveling from the Japan to Europe, your baggage will usually be loaded directly onto your connecting flight and you can pick it up at the destination airport of your journey. However, if you are connecting to a bus or train, it is necessary to collect your baggage from the baggage reclaim area at the airport and take it with you to the next transportation.
2. From Europe to Japan
   When you are traveling from Europe to Japan, checked baggage must first be collected at the transfer airport in Japan upon first entry before you can check it in again for your domestic connecting flight after border control. Even if your final destination is printed on your baggage tag, it is still necessary to pick up your baggage. As a rule, there is a special area in the baggage claim area for this purpose. It is therefore best to mention that you have a connecting flight when checking in your baggage upon departure so that the baggage is checked in correctly.

Learn more about the through checked baggage rules with ANA.

You should report baggage damage to the operating airline of the flight after you first noticed the damage. If you have travelled with multiple airlines without claiming and checking in your baggage between connecting flights, please report your damaged baggage to the last airline you flew with on your journey.

Report damaged baggage problems to Lufthansa (English Only)

Report damaged baggage problems to ANA

The airline with which you arrived at your destination is always responsible for your luggage. If this was not ANA, please report your delayed baggage to Lufthansa.

Report delayed baggage problems to Lufthansa (English Only)

Report delayed baggage problems to ANA

If you have any questions or need assistance including requesting special services (e.g. special meals, special baggage, travelling with pets, etc.) on a flight before your trip, first contact the airline with which you booked your flight. If you booked your flight through ana.co.jp, for example, this is ANA.

To book or request special services (e.g. special meals, special baggage, carriage of pets, etc.) on a flight, always contact the airline from which you purchased your ticket directly.