Contact Information for the United Kingdom 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.
Reservations, Purchases and Flights
Email Inquiry
- Please note that new reservations and changes/cancellations cannot be processed by email.
- It may take some time for us to respond to email inquiries. Please call us if you require immediate assistance.
Phone Inquiry
- Calls cannot be made to this number from outside of the United Kingdom.
- Please note that you may be charged an access fee by the local provider when calling the toll-free number using hotel phones, mobiles and landlines. This number may not be accessible from some mobile network providers.
- Your call will be connected to Reservation and Customer Service Center in Japan or the U.S. All of the representatives speak Japanese and English.
0808-234-6842 (Toll-free, open daily, 24 hours)*1
When your call does not connect to the above number, please call the number below.
+81-3-4332-6834 (charged, open daily, 24 hours)*1
-
*1.Business hours are temporarily changed, please see the details "special notice" as top of this page.
Charges for international call to Japan will apply.
Forgotten Articles and Delayed/Damaged Baggage
- For specific contact information, please visit our Damaged, Lost and Left-Behind Items page.
- Lost items will be kept at the arrival airport. If you have left something behind, please contact the relevant arrival airport.
- If you first notice the damage after leaving the arrival airport, please report it to the airport at which you arrived no later than seven days after the date of receipt (excluding the date of receipt).
- Note that in some cases articles which are discovered within the airport rather than the aircraft cabin may be kept within the airport building or the local police station. Please inquire after confirming who you should contact.
Feedback
At ANA, we value your loyalty and are continuously striving to make your travel experience as seamless as possible. Your feedback is very important to us and will help improve our future services.
Email Inquiry
- Please provide alternate contact details (such as a phone number), as we may want to talk more about your feedback or suggestions, and in the event our emails do not reach you.
- Please refrain from using any part of the email you receive from us for secondary purposes (like posting on social media).
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]
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
[Registration number/ VAT number (U.K.)]
Registration number : FC031261 / VAT number : 461 5199 40
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.
Phone Inquiry
When calling from outside Japan, dial the country code 81 and the number (omit the 0 if the number starts with 0).
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
ANA Mileage Club Contact Information
Contact the ANA Mileage Club for any mileage-related inquiries. Before making your inquiry, you can access the following in “Manage Profile”
After completing log-in, the following procedures can be completed under Manage Profile from My Menu:
- Change address
- Change password
- Register retroactive mileage
- Change email address
- Change your main card
- Register an Award User
Email Inquiry
- Please note that new reservations and changes/cancellations cannot be processed by email.
- It may take some time for us to respond to email inquiries.
- Please call us if you require immediate assistance.
Phone Inquiry
At ANA we appreciate our customer's time tremendously, please refer to Average Wait Time to view the best time to call in.
Average Wait Time (https://www.ana.co.jp/en/gb/site-help/contact/wait-time/)
- Calls cannot be made to this number from outside of the United Kingdom.
- Please note that you may be charged an access fee by the local provider when calling the toll-free number using hotel phones, mobiles and landlines. This number may not be accessible from some mobile network providers.
- Your call will be connected to Reservation and Customer Service Center in Japan or the U.S. All of the representatives speak Japanese and English.
0808-234-6842 (toll-free, 24 hours, open daily)*1
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.
For passengers with a disability who need to place a special assistance request, please contact the below number.
+81-3-4332-6834 (charged, 24 hours, open daily)*1
-
*1.Business hours are temporarily changed, please see the details "special notice" as top of this page.
Charges for international call to Japan will apply.