Special Measures for International Air Tickets in expansion of the Novel Coronavirus (COVID-19)

Updated September 16, 2020

Thank you very much for flying with ANA.
Special measures will be taken for international flight tickets in view of the continued restrictions on entry in each country.

Information
  • The information for "Ticket Refunds (Special Handling)" and "Change of boarding date (Special Handling)" has been updated. (Updated September 16, 2020)
  • The information for Inquiries has been updated. (Updated June 30, 2020)

Ticket Refunds (Special Handling)

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 issuance date if prior to travel.)

1. Eligible Tickets

Tickets meeting the following conditions (both the date of issuance and boarding date) whose number starts with 205.
For tickets issued by travel agencies or other airlines, please contact the travel agency or airline from which you purchased the ticket.

  • The currently decided eligible periods are as follows.
    If these periods are extended due to circumstances in the future, it will be announced on the ANA website.
For Itineraries to/from/via airports in Japan
Date of issue Tickets issued by September 16, 2020
Boarding Date Departures from February 26* up to November 30, 2020
  • Routes to and from China (Including Hong Kong and Macau)
    Itineraries containing flights to/from Wuhan: Boarding dates from January 21, 2020
    Itineraries containing flights to/from other areas in Mainland China: Boarding dates from January 24, 2020
    Itineraries containing flights to/from Hong Kong/Macau: Boarding dates from January 30, 2020
    It will be applied if the outward flight is under the applicable boarding date.

2. How to Request a Refund

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

On the ANA website, click Cancel on the View Reservations page to request a refund. (Handling fees will not apply.)
Refund requests are accepted up to 24 hours prior to departure.

  • If you are eligible to request a refund without having to pay handling fees, the words "Exempt from Handling Fees" will be shown in the itinerary field on the View Reservations page.
  • 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 flight ticket is eligible for special handling and you do so during the refund request period.  

Tickets Purchased via a Travel Agency or Another Airline

Please contact the travel agency or airline through which you purchased your ticket.

  • 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 boarding date (Special Handling)

Change of boarding date is allowed "Once" to new boarding date which must be on/before March 31, 2021 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

Tickets meeting the following conditions (both the date of issuance and boarding date) whose number starts with 205.
For tickets issued by travel agencies or other airlines, please contact the travel agency or airline from which you purchased the ticket.

  • The currently decided eligible periods are as follows.
    If these periods are extended due to circumstances in the future, it will be announced on the ANA website.
For Itineraries to/from/via airports in Japan
Date of issue Tickets issued by September 16, 2020
Boarding Date Departures from February 26* up to November 30, 2020
  • Routes to and from China (Including Hong Kong and Macau)
    Itineraries containing flights to/from Wuhan: Boarding dates from January 21, 2020
    Itineraries containing flights to/from other areas in Mainland China: Boarding dates from January 24, 2020
    Itineraries containing flights to/from Hong Kong/Macau: Boarding dates from January 30, 2020
    It will be applied if the outward flight is under the applicable boarding date.

2. How to Change Your Departure Date

Tickets Purchased via the ANA Website

On the ANA website, click Change on the View Reservations page to change your flight if you have already used one or more flights on your ticket. Handling fees will not apply.
Changes can be made up to 24 hours prior to departure.

  • If you are eligible to change your flight without having to pay handling fees, the words "Exempt from Handling Fees" will be shown.
  • 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 not apply when calling ANA 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 not apply when calling ANA 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.)

Tickets Purchased via a Travel Agency or Another Airline

Please contact the travel agency or airline through which you purchased your ticket.

  • 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.


All Nippon Airways Co., Ltd.