Special Handling of International Air Tickets due to Pneumonia Caused by Novel Coronavirus (COVID-19)

Updated March 27, 2020

Thank you very much for flying with ANA.
This page details the special handling in place for international flight tickets due to the impact of the novel coronavirus (COVID-19).

Information
  • Information has been added/changed in the Ticket Refunds (Special Handling) and Change of Boarding Date (Special Handling) sections. (Current as of March 27, 2020)

Ticket Refunds (Special Handling)

Customers with applicable tickets may request a refund. (Cancellation fees will not apply.)
There are also tickets for which refunds can be requested through the ANA website. For further details, please see How to Request a Refund.
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 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.
Flights to/from Japan
Date of issue Tickets issued by March 19, 2020
Boarding Date Departures from February 26 up to April 30, 2020
Flights to/from China (including Hong Kong and Macau)
Date of issue
  • Tickets issued by February 26, 2020
Boarding Date
  • Itineraries containing flights to/from Wuhan: Departures from January 21 up to April 30, 2020
  • Itineraries containing flights to/from other areas in Mainland China: Departures from January 24 up to April 30, 2020
  • Itineraries containing flights to/from Hong Kong/Macau: Departures from January 30 up to April 30, 2020
Flights from Thailand to Japan *1
Date of issue Tickets issued by February 26, 2020
Boarding Date Departures from February 21 up to April 30, 2020
  • *1.Unused air tickets for which Thailand is the travel origin.

2. How to Request a Refund

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

Paid Tickets

On the ANA website, click Cancel on the View Reservations page to request a refund. Cancellation fee will not apply.
(Information concerning fee exemption will be displayed when applicable. Refunds can be requested via the website until 24 hours prior to the departure of the flight.)

  • Please call an ANA customer service center if you purchased your tickets via the Mexico site.
  • For 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.
  • It is currently taking longer than normal to process refund requests. We will email you a refund statement once your request has been processed.

Flight Awards

Call ANA to request a refund. (Mileage for refund 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.

3. Inquiries

When Calling from Japan

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

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 June 30, 2020 with an applicable ticket.

1. Eligible Tickets

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.
Flights to/from Japan
Date of issue Tickets issued by March 19, 2020
Boarding Date Departures from February 26 up to April 30, 2020
Flights to/from China (including Hong Kong and Macau)
Date of issue
  • Tickets issued by February 26, 2020
Boarding Date
  • Itineraries containing flights to/from Wuhan: Departures from January 21 up to April 30, 2020
  • Itineraries containing flights to/from other areas in Mainland China: Departures from January 24 up to April 30, 2020
  • Itineraries containing flights to/from Hong Kong/Macau: Departures from January 30 up to April 30, 2020
Flights from Thailand to Japan *1
Date of issue Tickets issued by February 26, 2020
Boarding Date Departures from February 21 up to April 30, 2020
  • *1.Unused air tickets for which Thailand is the travel origin.

2. How to Change Your Departure Date

Tickets Purchased via the ANA Website

Paid Tickets

On the ANA website, click Change on the View Reservations page to change your flight. Rebooking charge will not apply. (Information concerning fee exemption will be displayed when applicable. Changes can be made via the website until 24 hours prior to the departure of the flight.)

  • Please call an ANA customer service center if you purchased your tickets via the India or Mexico sites.
  • For passengers who have purchased a paid service (e.g., Paid Exclusive Dining)
    Your paid service purchase will be canceled if you change your flight.
    In this instance, if you would like to use the EMD for the paid service after making such a change, you need to make another request for the service.
  • If the refund amount (fare and taxes/fees/changes) is greater than the rebooking change for changing flights, we will refund the amount minus said rebooking change.

Flight Awards

  • Please call ANA to receive exemption from any additional mileage amounts or taxes/fees/charges, etc. incurred due to changing flights.

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.

3. Inquiries

When Calling from Japan

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

When Calling from Outside Japan

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

All Nippon Airways Co., Ltd.