On this page, you will find information on what to do if checked baggage has been damaged, baggage has been lost, or if you have left items behind.
We handle passengers' checked baggage with great care, but sometimes bad weather or facility-related conditions can lead to baggage damage. ANA will sincerely work to resolve the situation.
If you notice damage upon arrival, please report it to ANA airport staff immediately.
If you notice damage after you have left the airport, please contact the arrival airport using Airport Contact Information above. You will need to fill out the Damaged Baggage Declaration Form and send it by fax or mail to the address provided.
In accordance with the Conditions of Carriage for International Passengers and Baggage, a declaration of damage must be made no later than seven days from the day following the day on which the baggage was picked up.
Please note that we may not be able to address such issues if the deadline has passed.
As a general rule, baggage that qualifies for compensation will be subject to repair. However, depending on the degree of damage and time factors, an alternative to repair may be offered.
If you notice the damage to your baggage while still at the airport, the airport staff will inform you about the procedures.
If you notice damage to your baggage when you have already left the airport and you arrived on an ANA-operated flight:
If you notice the damage after arriving on a flight not operated by ANA, please inquire with the airline on which you arrived.
We handle passengers' checked baggage with great care, but there may be times when your baggage does not reach its destination. We sincerely apologize to these passengers; we will work hard to resolve the situation.
If you do not find your bag at the arrival airport, please contact ANA airport staff immediately. (See Airport Contact Information above.) We will locate it and deliver it to you, in cooperation with other airlines, as soon as possible.
When you report your missing items, we will give you a reference number and search for your items using the joint baggage search system shared by airline companies. We will contact you every day to update you on the search.
You also can check the current status yourself by entering your reference number at the Baggage Tracing System website.
We will clear customs on your behalf and deliver your found baggage to your designated location.
To expedite the search for your items, you may be asked to provide details about the contents of the baggage. We may ask you to fill out a Missing Property Questionnaire. This constitutes important information which will be used for reference when issuing compensation.
In the rare event that your baggage is not found, ANA will issue compensation 30 to 45 days after your arrival in accordance with the International Conditions of Carriage.
After arrival, each passenger must pick up their checked baggage at baggage claim by confirming the numbers on the baggage claim tags.
If you leave the airport without picking up your baggage or with someone else's baggage by mistake, please contact the arrival airport immediately. (See Airport Contact Information above.)
This information applies to airports within Japan. If you arrived at an airport outside Japan, please inquire with the arrival airport, as procedures may vary depending on the airport.
Retrieving left-behind baggage requires that the baggage clear Customs. You have two options for achieving this:
Return to the Airport to Clear Customs Yourself
If you are clearing customs by yourself (for urgent cases), please contact the arrival airport and return to the airport with your passport. An ANA staff member will show you the way to the Customs office. Your baggage will clear customs in your attendance and the baggage will then be returned to you.
Use an Agent to Clear Customs for You
ANA can act as your agent in passing through Customs, if desired, but be aware that this requires several days.
Required Documents
Pickup by a customs agent can typically be performed the day your documentation is received. ANA will contact you regarding delivery times. In principle, customers will be responsible for any shipping charges. Your baggage will be delivered to a place of your choosing with payment due on delivery.
Items left in the aircraft cabin will be stored at the arrival airport for a period of time. If you have left something behind, please contact the arrival airport. (See Airport Contact Information above.)
If we find the item, we will deliver it to you promptly. Please note at you will be asked to pay delivery costs.
Items found in an airport facility and not in the cabin may be stored by the airport managing company or at a police station. Please contact the airport to inquire about your item.
Here, you will find information for contacting arrival airports in the case of damaged, lost or left-behind items.
[ ] is the country code. Please dial [country code] + the number (If the number is starting from 0, Please omit 0) when you call from outside of Japan.
Airport | Forgotten Articles | Hours of Operation | Delayed or Damaged Baggage | Hours |
---|---|---|---|---|
Narita | [81]-(0)476-33-2300 | 09:00-15:00 (Mon-Fri) | [81]-(0)476-33-2301 | 09:00-15:00 (Mon-Fri) |
Haneda | [81]-(0)3-6428-5045 | 09:00-19:00 | [81]-(0)3-6428-5045 | 09:00-19:00 |
Kansai | [81]-(0)72-456-7575 | 09:00-18:00 | [81]-(0)72-456-7575 | 09:00-18:00 |
Nagoya | Closed | - | Closed | - |
[ ] is the country code. Please dial [country code] + the number when you call from outside the country.
S = Summer Timetable
W = Winter Timetable
Airport | Forgotten Articles | Hours | Delayed or Damaged Baggage | Hours |
---|---|---|---|---|
Chicago | [1]-773-686-5216 | 06:30-17:00 (S) 05:30-18:00 (W) |
[1]-773-686-5216 | 06:30-17:00 (S) 05:30-18:00 (W) |
Honolulu | [1]-808-838-0190 Ext. 2 |
06:30-14:30 | [1]-808-838-0190 Ext. 2 |
06:30-14:30 |
Houston | [1]-832-626-2450 | 07:00-15:30 (S) 06:00-14:30 (W) |
[1]-832-626-2450 | 07:00-15:30 (S) 06:00-14:30 (W) |
Los Angeles | [1]-310-646-1480 | 06:30-15:30/ 21:00-00:00 (S) 06:30-14:00/ 19:30-00:30 (W) |
[1]-310-646-1480 | 06:30-15:30/ 21:00-00:00 (S) 06:30-14:00/ 19:30-00:30 (W) |
New York | [1]-929-456-6270 | 07:45-19:00 (S) 06:30-18:00 (W) |
[1]-929-456-6270 | 07:45-19:00 (S) 06:30-18:00 (W) |
San Francisco | [1]-650-821-0262 | 08:45-15:45 | [1]-650-821-0262 | 08:45-15:45 |
San Jose | [1]-408-441-5468 | - | [1]-408-441-5468 | - |
Seattle | [1]-206-246-2986 | 10:00-18:30 (S) 07:30-16:00 (W) |
[1]-206-246-2986 | 10:00-18:30 (S) 07:30-16:00 (W) |
Washington, D.C. | [1]-703-972-0061 | 07:30-14:00 (S) (Mon, Wed, Sat) 07:30-12:00 (S) (Sun, Tue, Thu, Fri) 07:00-12:00 (W) (Mon, Wed, Sat) 07:00-11:30 (W) (Sun, Tue, Thu, Fri) |
[1]-703-972-0061 | 07:30-14:00 (S) (Mon, Wed, Sat) 07:30-12:00 (S) (Sun, Tue, Thu, Fri) 07:00-12:00 (W) (Mon, Wed, Sat) 07:00-11:30 (W) (Sun, Tue, Thu, Fri) |
Mexico City | [52]-55-1228-6331 | 12:30-20:30 (S) 11:30-19:30 (W) |
[52]-55-1228-6331 | 12:30-20:30 (S) 11:30-19:30 (W) |
Vancouver | [1]-604-207-5800 | 10:00-18:00 (Mon, Wed, Fri) | [1]-778-877-0103 | 10:00-18:00 (Mon, Wed, Fri) |
[ ] is the country code. Please dial [country code] + the number when you call from outside the country.
Airport | Forgotten Articles | Hours | Delayed or Damaged Baggage | Hours |
---|---|---|---|---|
London | [44]-(0)20-8745-6606 | 12:00-19:00 | [44]-(0)330-094-8859 Global Baggage solution (GBS) / admin1@globalbaggage.co.uk |
08:00-19:30 |
Paris | [33]-(0)1-74-29-35-12/ [33]-(0)1-74-29-35-15 lostandfound.cdg1@dirby.fr |
06:00-24:00 | [33]-(0)1-74-29-35-12/ [33]-(0)1-74-29-35-15 lostandfound.cdg1@dirby.fr |
06:00-24:00 |
Munich | [49]-(0)89-975-72377/78 mucki@ana.co.jp |
14:00-18:00 | [49]-(0)-89-975-72382 mucki@ana.co.jp |
08:30-16:00 |
Frankfurt | frallnh@ana.co.jp | 10:00-16:30 | [49]-(0)69-690-71001 | 07:00-20:00 |
Dusseldorf | [49]-(0)211-421-72244 | - | [49]-(0)211-421-72244 apdus.ana.lostandfound@aviapartner.aero |
- |
Brussels | [32]-(0)2-753-5870 | 14:00-21:00 | [32]-(0)2-753-7707 baggagebrupax@welcomeservices.be |
09:00-17:00 |
Vienna | [43]-(0)1-7007-38130 | 09:00-17:00 (Mon-Fri) | arrival.services.vie@austrian.com VIELLOS@austrian.com |
24 hours |
Vladivostok | [7]-423-376-7800 | 09:00-17:00 (Mon-Fri) (Japanese, English, Russian) |
[8]-423-230-6843 [7]-924-730-0362(Mobile) |
08:00-20:00 (English, Russian) |
[ ] is the country code. Please dial [country code] + the number when you call from outside the country.
Airport | Forgotten Articles | Hours | Delayed or Damaged Baggage | Hours |
---|---|---|---|---|
Hong Kong | [852]-2186-4429 (ANA Premium Member [852]-2186-4408) |
09:00-17:30 | [852]-2186-4429 (ANA Premium Member [852]-2186-4408) |
09:00-17:30 |
Taipei (Taoyuan) | [886]-(0)3-351-7637 | 08:30-22:00 | [886]-(0)3-351-7637 | 08:30-22:00 |
Taipei (Songshan) | [886]-(0)2-2715-6994 | 09:00-19:00 | [886]-(0)2-2715-6994 | 09:00-19:00 |
Seoul (Gimpo) | [82]-(0)2-2661-6337 | 06:00-19:30 | [82]-(0)2-2661-6337 | 06:00-19:30 |
Mumbai | [91]-(0)22-6685-9161 | 13:30-20:00 | [91]-(0)22-6685-9161 | 13:30-20:00 |
Delhi | [91]-(0)11-4963-4545 | 19:00-03:00 | [91]-(0)11-4963-4545 | 19:00-03:00 |
Chennai | [91]-(0)44-2256-9400 | 11:00-20:00 | [91]-(0)44-2256-9400 | 11:00-20:00 |
Bangkok | [66]-(0)2-134-2403/2404 | 10:00-12:00/17:00-19:30 | [66]-(0)2-134-2403/2404 | 10:00-12:00/17:00-19:30 |
Ho Chi Minh City | [84]-(0)28-3547-0415 | 08:00-23:00 | [84]-(0)28-3547-0415 | 08:00-23:00 |
Hanoi | [84]-(0)243-587-6004 | 08:30-17:30 | [84]-(0)243-587-6004 | 08:30-17:30 |
Singapore | [65]-6597-4500 | 07:00-23:30 | [65]-6597-4500 | 07:00-23:30 |
Jakarta | [62]-(0)21-8082-2226 [62]-(0)21-8082-2227 |
08:00-22:00 | [62]-(0)21-8082-2226 [62]-(0)21-8082-2227 |
08:00-22:00 |
Manila | [63]-(0)2-88467000 | 08:00-17:00 | [63]-9651991068 | 08:00-17:00 |
Yangon | [95]-(0)1-9670534 | 14:00-18:30 (S) 14:30-19:00 (W) |
[95]-(0)1-9670534 | 14:00-18:30 (S) 14:30-19:00 (W) |
Kuala Lumpur | [60]-(0)3-8776-5772/5773 | 24 hours | [60]-(0)3-8776-5772/5773 | 24 hours |
Phnom Penh | [855]-(0)23-862-916 | 14:00-19:00 | [855]-(0)23-862-803 | 07:00-24:30 |
[ ] is the country code. Please dial [country code] + the number (If the number is starting from 0, Please omit 0) when you call from outside of China.
Airport | Forgotten Articles | Hours | Delayed or Damaged Baggage | Hours |
---|---|---|---|---|
Beijing | [86]-(0)10-6453-2501 | 08:00-16:30 | [86]-(0)10-6453-2501 | 08:00-16:30 |
Dalian | [86]-(0)411-8664-1137 | 08:30-17:00 | [86]-(0)411-8664-1137 | 08:30-17:00 |
Shenyang | [86]-(0)24-3192-9708 | 08:00-16:30 (Mon-Fri) | [86]-(0)24-3192-9708 | 08:00-16:30 (Mon-Fri) |
Qingdao | [86]-(0)532-8471-2373 | 08:30-14:00 | [86]-(0)532-8471-2373 | 08:30-14:00 |
Shanghai (Pudong) | [86]-(0)21-6833-9714 | 10:00-14:00 | [86]-(0)21-6833-9714 | 10:00-14:00 |
Shanghai (Hongqiao) | [86]-(0)21-2235-2532 | - | [86]-(0)21-2235-2532 | - |
Hangzhou | [86]-(0)571-8666-5966 | 09:00-17:00 | [86]-(0)571-8666-5966 | 09:00-17:00 |
Guangzhou | [86]-(0)20-2823-8082/8083 | 08:00-16:00 | [86]-(0)20-2823-8082/8083 | 08:00-16:00 |
Guangzhou | [86]-(0)20-8612-0849 | 09:00-17:00 (English/Chinese only) |
[86]-(0)20-8612-0849 | 09:00-17:00 (English/Chinese only) |
Xiamen | [86]-(0)592-570-6036 | 05:30-24:00 (English/Chinese only) |
[86]-(0)592-570-8371 | 08:30-18:00 (English/Chinese only) |
Chengdu | [86]-(0)28-8520-7130 | - | [86]-(0)28-8520-5550 | - |
Wuhan | [86]-(0)27-6559-0130 | - | [86]-(0)27-6559-0130 | - |
Shenzhen | [86]-755-2345-9173 | 09:30-17:00 | [86]-755-2345-8635 | 24 hours (English/Chinese only) |
[ ] is the country code. Please dial [country code] + the number (If the number is starting from 0, Please omit 0) when you call from outside of Australia.
Airport | Forgotten Articles | Hours | Delayed or Damaged Baggage | Hours |
---|---|---|---|---|
Sydney | [61]-(0)2-9667-6352 | 07:00-13:00/15:00-19:00 | [61]-(0)2-8337-9252(*) syd.mhl@menziesaviation.com (A person in charge will call after receiving your message.) |
12:00-17:00 (Mon, Thu, Sat) 12:00-16:30 (Tue, Wed, Fri, Sun) |
Perth | [61]-(0)8-6155-9770 | 15:00-21:00 | [61]-(0)8-6155-9770 | 15:00-21:00 |