Changes and Refunds

ANA International Flight Awards

Changes

Procedures to Make Changes

Press the "Reservation Confirmation and Changes for ANA International Flight Awards" and then log into your account to request a change.

  • Procedures for changes cannot be completed at the airport.
  • The conditions for changes will vary depending on whether you are making them before or after or your ticket has been issued. Furthermore, you may not be able to change your reservation on the ANA website. Please confirm the relevant details before proceeding with the necessary procedures.

Before Ticket Issuance

Changes can be made until the expiration date of the award ticket.

You may not be able to change your reservation on the ANA website. Please contact us by phone.

  • When the itinerary contains stopovers in multiple cities
  • Reservations (or changes) which were made by phone through ANA.
  • Reservations containing only children aged 2-11, or infants under 2

After Ticket Issuance

Both the departure date and the flight can be changed within the ticket's validity period (one year from the travel start date).

Customers must change their flight award before the departure of their originally reserved flight and up to 24 hours prior to the departure of their preferred flight. If reservation changes or cancellations are not made by the departure time of the originally reserved flight, changes will not be permitted from thereon.

Notes
  • The names of the passenger and the AMC member who is providing the miles cannot be changed.
  • The airline, passenger, sector, route, and service class* cannot be changed.
    • If ANA and Air Japan operate multiple flights for the same sector, then an airline change will be accepted.
    • Even if the itinerary you wish to change to has the same zones as your original itinerary, the change described above is not permitted.
  • Reservations cannot be made more than 355 days in advance of the departure date.
  • Reservations for partner airline award tickets cannot be converted into ANA international flight award reservations.
  • *If a departure date change results in a change in the seasonality of an award ticket, the required mileage will be adjusted. If the required mileage increases, you must use additional miles to account for the difference.
    If the mileage account does not contain the required number of extra miles, then the reservation cannot be changed. On the other hand, if the required mileage decreases, the difference will be refunded.
    However, miles that have expired at the time of refund processing cannot be refunded. Only miles can be used to account for differences in required mileage. Other payment methods such as cash cannot be used.
  • When making changes to an unused ticket, differences may arise due to adjustments to fuel surcharges, taxes, etc. Such differences will be notified at the time of the reservation change.

You may not be able to change your reservation on the ANA website. Please contact us by phone.

  • When the itinerary contains stopovers in multiple cities
  • When requesting a change to a lower service class than the one which was originally reserved due to seat availability in that lower service class. (However, the required mileage difference between the 2 classes will not be refunded.)
  • When a ticket for the sector was issued based on the required mileage for a service class that was higher than what was originally reserved, and a change to that higher service class is requested due to seat availability.
  • It is possible to change a connection at the destination or connecting point from a stopover (exceeding 24 hours) to a layover (less than 24 hours), and vice versa.
  • When requesting to be placed on a waitlist due to the preferred flight being fully booked. (Procedures must be completed by 14 days prior to the departure date of the new flight.)
  • When the itinerary contains flights departing within 24 hours.
    Example: If a reservation has been made for an outbound flight on April 1 and a return flight on April 10, the reservation for the return flight cannot be changed on March 31 (within 24 hours prior to the departure of the outbound flight).
  • Itineraries and Airlines for Which Applications Cannot Be Processed through the ANA Website
  • Reservations containing only children aged 2-11, or infants under 2

Refunds for Unused Awards

Customers who wish to request a mileage refund for an international award ticket may do so only if all sectors have not been used. After the designated amount of miles is deducted as a refund charge, the miles will be refunded to the mileage account.

  • *1.The oldest miles with the fastest approaching expiration dates will take precedence for deduction.
  • Taxes and fees for unused awards will be refunded.
Refunds for unused awards
Mileage for Refund Charge 3,000 miles per customer
*Refunds for infants not occupying a seat do not incur refund charges.
Application Acceptance Period Please call us by the departure time of the flight reserved for your first sector.
Expiration Dates for Refunded Miles Expiration dates will be based on the accrual month of the miles that were used to redeem the award.
Miles that have expired at the time of refund processing cannot be refunded.

Examples of Unused Award Refund

Miles will be refunded based on the accrual month of the miles that were used to redeem the award.

When no miles have expired at the time of the refund.

Example 1: When 20,000 miles are refunded for an unused award on October 1, 2019

Accrual Month and Year April 2019 May 2019 June 2019 Total
Mileage Expiration Date April 30, 2022 May 31, 2022 June 30, 2022 N/A
Miles Used to Redeem Award -3,000 -15,000 -2,000 -20,000
Refunded Miles +3,000 +15,000 +2,000 +20,000
Mileage for Refund Charge -3,000 0 0 -3,000
Mileage Balance After Refund 0 15,000 2,000 17,000
  • 20,000 miles are eligible to be refunded to the accrual month prior to ticket issuance. The "oldest" miles (earliest accrual month : April 30, 2019) are used for the 3,000-mile refund charge that is deducted.

Refunded miles :17,000miles

When some miles have expired at the time of the refund.

Example 2: When 20,000 miles are refunded for an unused award on May 10, 2019

Accrual Month and Year April 2016
May 2016 June 2016 Total
Mileage Expiration Date
April 30, 2019 May 31, 2019 June 30, 2019 N/A
Miles Used to Redeem Award -3,000 -15,000 -2,000 -20,000
Refunded Miles 0 +15,000 +2,000 +17,000
Mileage for Refund Charge 0 -3,000 0 -3,000
Mileage Balance After Refund 0 12,000 2,000 14,000
  • Of the 20,000 miles, 17,000 are eligible to be refunded to the same accrual month as the month of ticket issuance. The 3,000 miles which had expired on April 30, 2019 are not refunded. Part of the miles accrued in May 2016 are used for the 3,000-mile refund charge that is deducted.

Refunded miles :14,000miles

Notes
  • All awards must be unused in order to be eligible for refunds.
  • Refund requests must be made during business hours. Requests must be received by 30 days after the award ticket's expiration date.
  • If the reserved flight was not canceled prior to its departure time, the unused award will not be eligible for refunds.
  • Miles that have expired at the time of refund processing cannot be refunded.
  • If the number of miles that are eligible to be refunded is less than what is required for the refund charge, a refund cannot be given.
  • After requesting a refund, a maximum of 10 days is required until the miles are credited back to the mileage account.
  • If multiple customers are under an award to be refunded, the refund charge will be applied to each customer.
  • After the miles have been refunded, the refund charge will be deducted from the "oldest" (earliest accrual month and year) non-expired miles in the mileage account.

Transfer and refunds due to bad weather, etc.

If flight delays or cancellations occur as a result of typhoons, snowfall, or other acts of nature which are beyond ANA's control, customers can change to other ANA flights or have their miles refunded.

Changing to Another Flight

Please call us to make a reservation change.

Eligible Tickets

International flight awards issued by ANA which include reservations for the delayed/canceled ANA Group-operated flight (ticket numbers which start with "205")

  • Changes to flight award tickets which were issued using miles from another airline's frequent flyer program must comply with the procedures for that program. Eligibility for changes and refunds is subject to the terms and conditions for each respective program.

Making Changes

Date and route changes to the following flights will be made based on seat availability.

International flights: Flights operated by ANA (NH) or Air Japan (NQ)

Domestic Flights: Flights operated by ANA and ANA WINGS (EH) as well as codeshare flights operated with AIRDO (HD), IBEX Airlines (FW), Solaseed Air (6J), Oriental Air Bridge (OC) and StarFlyer (7G)

  • For both international and domestic flights, the reservation must be made under the ANA flight number.
Mileage Differences When the Seasonality Changes as a Result of a Departure Date Change
  • If the required mileage increases after changing to another flight, this additional mileage will not be requested from customers.
  • If the required mileage decreases after changing to another flight, the difference will be refunded.
  • Mileage difference refunds will be credited to the month when the delay or cancellation to the originally reserved flight occurred.
  • If some of the miles have expired at the time of refund processing, these expired miles will also be refunded.
  • When a flight is delayed, the seasonality of the original departure date remains applicable, so we will not redeposit the mileage difference in your account.

Canceling the Ticket and Requesting a Refund

Refund requests should be made over the phone. Please contact us within the refund request period.
Customers who have their tickets must return them. Depending on the payment method for taxes, fees, etc., customers with e-Tickets may also need to return them, so please inquire with the ANA Mileage Club Service Center as necessary.

Eligible Tickets

International flight awards issued by ANA which include reservations for the delayed/canceled ANA Group-operated flight (ticket numbers which start with "205")

  • Refunds for Flight Awards issued using miles from the mileage programs of other airlines depend on the rules of the relevant Partner program.
    Mileage refund procedures for such award tickets cannot be completed through ANA.

Refund Deadline

Please provide the ANA Mileage Club Service Center with the information required for refund processing within 30 days after the ticket's expiration date.

Mileage used for the award redemption will be credited to the month when the delay or cancellation to the originally reserved flight occurred.
(Expiration dates for refunded mileage will be reset to the most recent accrual month.)
Customers will be informed of the mileage to be refunded when calling. (The amount is calculated at this time.)

Transfer and refunds due to aircraft maintenance

If flight delays or cancellations occur as a result of equipment malfunctions or other reasons which are attributable to ANA, customers can change to other ANA flights or have their miles refunded.

Changing to Another Flight

Please call us to make a reservation change.

Eligible Tickets

International flight awards issued by ANA which include reservations for the delayed/canceled ANA Group-operated flight (ticket numbers which start with "205")

  • Award tickets which are redeemed and issued through other airlines' frequent flyer programs are subject to the policies of the respective partner program. Eligibility for changes and refunds is subject to the terms and conditions for each respective program.

Making Changes

Date and route changes to the following flights will be made based on seat availability.

International flights: Flights operated by ANA (NH) or Air Japan (NQ)

Domestic Flights: Flights operated by ANA and ANA WINGS (EH) as well as codeshare flights operated with AIRDO (HD), IBEX Airlines (FW), Solaseed Air (6J), Oriental Air Bridge (OC) and StarFlyer (7G)

  • For both international and domestic flights, the reservation must be made under the ANA flight number.
Mileage Differences When the Seasonality Changes as a Result of a Departure Date Change
  • If the required mileage increases after changing to another flight, this additional mileage will not be requested from customers.
  • If the required mileage decreases after changing to another flight, the difference will be refunded.
  • Difference miles will be refunded to the account in the month of the reserved flight that was delayed or canceled.
  • If some of the miles have expired at the time of refund processing, these expired miles will also be refunded.
  • When a flight is delayed, the seasonality of the original departure date remains applicable, so we will not redeposit the mileage difference in your account.

Canceling the Ticket and Requesting a Refund

Refund requests should be made over the phone. Please contact us within the refund request period.
Customers who have their tickets must return them. Depending on the payment method for taxes, fees, etc., customers with e-Tickets may also need to return them, so please inquire as necessary.

Eligible Tickets

International flight awards issued by ANA which include reservations for the delayed/canceled ANA Group-operated flight (ticket numbers which start with "205")

  • Refunds for Flight Awards issued using miles from the mileage programs of other airlines depend on the rules of the relevant Partner program.
    Mileage refund procedures for such award tickets cannot be completed through ANA.

Refund Deadline

Please provide the ANA Mileage Club Service Center with the information required for refund processing within 30 days after the ticket's expiration date.

Mileage used for the award redemption will be credited to the month when the delay or cancellation to the originally reserved flight occurred.
(Expiration dates for refunded mileage will be reset to the most recent accrual month.)
Customers will be informed of the mileage to be refunded when calling. (The amount is calculated at this time.)

Procedures for Requesting a Refund

It is not possible to request refunds for unused flight awards or change reservations / request refunds for delayed/canceled flights on the ANA website.

Procedures by Telephone

International Flights/Flights Award Reservations (Select "2")

For Customers Outside Japan
Contact Information

For Customers Outside Japan
Contact Information