We handle your baggage with care until reaching the destination, but there are some cases in which baggage may be damaged.
We sincerely apologize for inconvenience this may cause you.
Please be assured that we take all necessary measures to remedy the damage.
If you notice any damage with your checked baggage, please report it to ANA staff immediately.
If you notice any damage with your checked baggage after leaving the airport, please check if the disclaimer does not apply to your case and report it within the legally stipulated period.
As informed in the Conditions of Carriage, you must report it in writing (Damaged Baggage Declaration Form).
If you wish to report it by phone, you will need to submit a Damaged Baggage Declaration Form additionally.
Please note that you will be responsible for the cost of mailing the declaration.
Within seven days of your flight arrival
In general, baggage which qualifies for compensation will be subject to repair. We may offer other options depending on the extent of the damage and the time required for repair.
We handle your baggage with care, however, it is possible your checked baggage shows signs of wear and tear resulting from ordinary handling of the baggage.
We are not liable because of:
Dents
Dirt
Tear
Wear of wheels
Loss of protruding parts
Damage of protruding parts
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 are not able to find your bag at the arrival airport, please report your missing baggage immediately by using one of the following methods to file your report;
As indicated in the International Conditions of Carriage, a declaration of missing baggage must be submitted within 21 days from the day after the day on which the baggage was to be received (in the case of a delay) or the day on which the baggage could have been received (in the case of loss).
Please note that we may not be able to respond after the deadline.
Once you have completed the claim, this system offers you the ability to obtain the latest information regarding the location of your delayed baggage online.
To use this service, you will need the reference number given upon arrival or received upon applying via self service along with your family name. The reference number is different from the baggage tag number. If you do not have a reference number, contact the service desk at the arrival airport.
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.
If your item was left on an aircraft, please contact us using the Inquiry Form.
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/area code. Please dial [country code/area 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 | 09:00-17:00 | [81]-(0)476-33-2301 | 09:00-17:00 |
Haneda | [81]-(0)3-6428-3799 | 09:00-17:00 | [81]-(0)3-6428-5045 | 09:30-17:00 |
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/area code. Please dial [country code/area 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 | 07:00-19:00 (S) 05:30-18:00 (W) |
[1]-773-686-5216 | 07:00-19:00 (S) 05:30-18:00 (W) |
Honolulu | [1]-808-838-0190 Ext. 2 |
07:30-13:30 | [1]-808-838-0190 Ext. 2 |
07:30-13:30 |
Houston | [1]-832-626-2450 | From March 10, 2024 to October 26,2024 05:30-14:00 |
[1]-832-626-2450 | From March 10, 2024 to October 26,2024 05:30-14:00 |
Los Angeles | [1]-310-909-7887 | 08:00-16:00/19:00-00:00 | [1]-310-909-7887 | 08:00-16:00/19:00-00:00 |
New York | [1]-929-456-6270 | 07:15-14:45/18:45-02:30 | [1]-929-456-6270 | 07:15-14:45/18:45-02:30 |
San Francisco | [1]-650-488-3500 | 08:00-15:00/18:00-20:00 | [1]-650-488-3500 | 08:00-15:00/18:00-20:00 |
San Jose | [1]-408-441-5468 | - | [1]-408-441-5468 | - |
Seattle | seallnh@fly-ana.com | 10:30-17:00 | seallnh@fly-ana.com | 10:30-17:00 |
Washington, D.C. | [1]-703-972-0061 | From March 10, 2024 to October 26,2024 08:00-15:30 |
[1]-703-972-0061 | From March 10, 2024 to October 26,2024 08:00-15:30 |
Mexico City | [52]-55-1228-6331 | 12:00-18:00 | [52]-55-1228-6331 | 12:00-18:00 |
Vancouver | yvrllnh@fly-ana.com | Will reply within next business day. | yvrllnh@fly-ana.com | Will reply within next business day. |
[ ] is the country code/area code. Please dial [country code/area 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)9-70-01-91-95 lostandfound.cdg1@dirby.fr |
09:00-21:00 | [33]-(0)9-70-01-91-95 lostandfound.cdg1@dirby.fr |
09:00-21:00 |
Munich | [49]-(0)89-975-72377/78 mucki@ana.co.jp |
07:00-15:00 | [49]-(0)-89-975-72382 mucki@ana.co.jp |
07:00-15:00 |
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 | 14:30-18:00 (Tue-Sat) | [32]-(0)2-753-7707 baggagebrupax@securitas.be |
09:00-17:00 |
Vienna | [43]-(0)1-7007-38130 | 05:00-13:00 (Tue, Fri, Sun) 08:00-16:00 (Mon, Wed, Thu, Sat) |
arrival.services.vie@austrian.com | 05:00-24:00 |
Vladivostok | [+7]-423-376-7800 | 09:00-17:00 (Mon-Fri) (Japanese, English, Russian) |
[+7]-423-230-6843 [+7]-924-730-0362(Mobile) |
08:00-20:00 (English, Russian) |
[ ] is the country code/area code. Please dial [country code/area 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 |
---|---|---|---|---|
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 | 08:30-18:00 | [886]-(0)2-2715-6994 | 08:30-18:00 |
Seoul (Gimpo) | [82]-(0)2-2661-6337 | 06:00-22:00 | [82]-(0)2-2661-6337 | 06:00-22:00 |
Mumbai | [91]-(0)22-6685-9161 | 14:00-21:00 | [91]-(0)22-6685-9161 | 14:00-21:00 |
Delhi | [91]-(0)11-4963-4545 | 11:00-19:00 | [91]-(0)11-4963-4545 | 11:00-19:00 |
Chennai | [91]-(0)44-2256-9400 | 13:30-22:30 (Sun, Wed, Fri) 11:00-20:00 (Mon, Tue, Thu, Sat) |
[91]-(0)44-2256-9400 | 13:30-22:30 (Sun, Wed, Fri) 11:00-20:00 (Mon, Tue, Thu, Sat) |
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)24-3926-2808 [84]-(0)24-3587-6004 |
08:30-17:30 (Mon-Fri) 19:10-24:30 (Sat, Sun) |
[84]-(0)24-3926-2808 [84]-(0)24-3587-6004 |
08:30-17:30 (Mon-Fri) 19:10-24:30 (Sat, Sun) |
Singapore | [65]-6597-4500 | 07:00-23:30 | [65]-6597-4500 | 07:00-23:30 |
Jakarta | [62]-811-8720-886 [62]-811-8720-889 |
08:00-22:00 | [62]-811-8720-886 [62]-811-8720-889 |
08:00-22:00 |
Manila | [63]-(0)2-88467000 loc. 1107 |
10:00-19:00 | [63]-9755854829 | 10:00-19:00 |
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/area code. Please dial [country code/area 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 | 08:00-19:30 | [86]-(0)10-6453-2501 | 08:00-19:30 |
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)532-8827-0108 | 08:30-17:00 | [86]-(0)532-8827-0108 | 08:30-17:00 |
Shanghai (Pudong) | [86]-(0)21-6833-9714 | 10:00-17:00 | [86]-(0)21-6833-9714 | 10:00-17:00 |
Shanghai (Hongqiao) | [86]-(0)21-2235-2532 | 09:00-17:00 | [86]-(0)21-2235-2532 | 09:00-17:00 |
Hangzhou | [86]-(0)571-8666-5966 | 09:30-16:00 (Mon-Fri) | [86]-(0)571-8666-5966 | 09:30-16:00 (Mon-Fri) |
Guangzhou | [86]-(0)20-2823-8082 [86]-(0)20-8612-0849 |
08:30-16:30 24hours (English/Chinese) |
[86]-(0)20-2823-8082 [86]-(0)20-8612-0849 |
08:30-16:30 24hours (English/Chinese) |
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) |
Wuhan | [86]-(0)27-6559-0130 | - | [86]-(0)27-6559-0130 | - |
Shenzhen | [86]-(0)755-2345-9173 | 10:00-17:30 | [86]-(0)755-2345-8635 | 09:00-24:00 (English/Chinese only) |
[ ] is the country code/area code. Please dial [country code/area 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 | 08:00-16:00 | [61]-(0)2-8337-9252 | 06:00-22:00 |
Perth | [61]-1800-452-308 | 24 hours | [61]-1800-452-308 | 24 hours |