Changes and refunds for International Tickets in expansion of COVID-19

Updated March 14, 2022

We will accept changes to your ticket or refunds without any fees due to the expansion of COVID-19 If :

  • The itinerary is affected by suspension or time changes
  • It becomes difficult to board a reserved flight due to the reinforcement of immigration  restrictions in each country

For tickets purchased through travel agencies or airlines other than ANA , please contact the location through which you made your purchase. For paid services directly purchased through ANA, refunds can be requested free of charge via the ANA International Reservation and Customer Service Center.

Ticket Refunds

Customers with applicable tickets may request a refund. (Cancellation fees will not apply.)
For further details, please see Paid Tickets or Flight Awards.
Requests can be made up to 1 year and 30 days from the travel start date (or the ticket issuance date if prior to travel.)

1. Eligible Tickets

  • International tickets issued by ANA for which the applicable flight has been reserved (whose number starts with 205)
  • EMD issued by ANA (whose number starts with 205) for which you have applied for the service associated with the applicable flight.

2. How to Request a Refund

Tickets Purchased via the ANA Website, ANA Reservation and Customer Service Center or at an Airport Counter

If the "Cancel" button is displayed on the ANA website reservation confirmation screen, you can apply for a refund on the ANA website without any fees.

  • Incase the "Cancel" button is not displayed, please contact ANA by phone instead.

Refund requests are accepted up to 24 hours prior to departure.

  • Please call ANA to request a refund if you purchased your tickets via the Mexico site.
  • It currently takes us approximately several months to process refunds unless we are required to do otherwise in accordance with the relevant country's laws and regulations.
    We will email you a refund statement once your request has been processed.
Flight Awards

Call ANA to request for your miles (including those which have expired) to be refunded to your latest mileage balance. (Handling fees paid in mileage will not apply.)

In the following cases, handling fees will not apply when calling ANA to request a refund.

  • When there is less than 24 hours to go until departure
  • When procedures cannot be performed on the ANA website
  • When refund charges are applicable 
  • When the refund is for a flight award

The refund request periods are as follows.

Before Starting the Itinerary

One year and 30 days from ticket issuance

After Starting the Itinerary

One year and 30 days from the start of travel

Passengers who have purchased a paid service (e.g., Paid Exclusive Dining)

  • Your paid service purchase will be canceled if you cancel your flight.
  • Service fees for unused flight sectors will be refunded.

Even if your original departure date has passed, you will still be able to request a refund over the telephone without having to pay handling fees if your ticket is eligible for special handling and you do so during the refund request period.

  • For paid services directly purchased through ANA, refunds can be requested free of charge via the ANA International Reservation and Customer Service Center.

3. Inquiries

When Calling from Japan

ANA International Reservation and Customer Service Center
0570-029-333 (24 hours a day, available year round)

  • Business hours are temporarily changed.
    Business hours : (Japan Standard Time) 8:00 - 19:00, 22:00 - 8:00 (open year around)

When Calling from Outside Japan

Please contact the ANA International Reservation and Customer Service Center for your country.


Change of bording date

Change of boarding date is allowed "Once" to new boarding date  with an applicable ticket.
For further details, please see Paid Tickets or Flight Awards.

  • It must also be within the ticket validity.
  • Depending on the type of fare you purchased, some seats may not be available.

1. Eligible Tickets

  • International tickets issued by ANA for which the applicable flight has been reserved (whose number starts with 205)
  • EMD issued by ANA (whose number starts with 205) for which you have applied for the service associated with the applicable flight.
  • Including Japan Domestic routes connecting from or to international flights.

2. How to Change Your Departure Date

Tickets Purchased via the ANA Website

If the "Cancel" button is displayed on the ANA website reservation confirmation screen, you can apply for a refund on the ANA website without any fees.

  • In case the "Cancel" button is not displayed, please contact ANA by phone instead.

Changes can be made up to 24 hours prior to departure.

  • Please call ANA to change your flight if you purchased your tickets via the India or Mexico sites.

In the following cases, handling fees will apply on the ANA website, so please contact ANA by phone instead. Handling fees will not apply if you call to change your flight.

  • When there is less than 24 hours to go until departure
  • When procedures cannot be performed on the ANA website
  • When change fees are applicable
  • When all tickets are unused
  • For tickets for which changes are permitted, the fares rules will apply if the ticket change results in a partial refund.

Passengers who have purchased a paid service (e.g., Paid Exclusive Dining)

  • Your paid service purchase will be canceled if you change your flight.
  • If you would still like to use the EMD for the paid service after changing your flight, you must make another request for the service.
Flight Awards

Reservation changes can also be made on the ANA website after logging in.
If a mileage difference or additional charge is payable, please call ANA to change your flight.

In the following cases, handling fees will apply on the ANA website, so please contact ANA by phone instead. Handling fees will not apply if you call to change your flight.

  • When there is less than 24 hours to go until departure
  • When procedures cannot be performed on the ANA website
  • When a mileage difference or additional charge is payable for a flight award

Passengers who have purchased a paid service (e.g., Paid Exclusive Dining)

  • Your paid service purchase will be canceled if you change your flight.
  • If you would still like to use the EMD for the paid service after changing your flight, you must make another request for the service.

Tickets Purchased through the ANA Reservation and Customer Service Center or at an Airport Counter

Call ANA to change your flights. (Rebooking change will not apply.)

3. Inquiries

When Calling from Japan

ANA International Reservation and Customer Service Center
0570-029-333 (24 hours a day, available year round)

  • Business hours are temporarily changed.
    Business hours : (Japan Standard Time) 8:00 - 19:00, 22:00 - 8:00 (open year around)

When Calling from Outside Japan

Please contact the ANA International Reservation and Customer Service Center for your country.


All Nippon Airways Co., Ltd.

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