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Contact Information for Malaysia Customers

On this page, you’ll find contact information for the ANA Mileage Club and ANA Disability Desk. You can also browse common inquiries, though you can choose to interact with our new 24/7 chatbot if you’d prefer automatic responses. Note: The ANA chatbot cannot make ticket reservations, cancel or change reservations, or register/change ANA Mileage Club member information. Make sure to not enter any personal information (e.g., card number, name, address, telephone number, email address) or reservation information.

Information

Due to the spread of Novel Coronavirus (COVID-19), the business hours of ANA Contact Center (English, Japanese) is changed from April 18, 2020 as follows;

  • Applicable period: From Saturday April 18 (for the time being)
  • Business hours (Japan Standard Time): 8:00 - 19:00, 22:00 - 8:00 (open year around)

We apologize for any inconvenience this may cause.

Procedures and Information

You can also confirm reservation changes and flight status online.

General Inquiries

Before making your inquiry, you can also check for more information on this website.

Reservations, Purchases and Flights

Email Inquiry

  • Please note that new reservations and changes/cancellations cannot be processed by email.
  • It may take some time for us to respond to email inquiries. Please call us if you require immediate assistance.

Phone Inquiry

  • Calls cannot be made to this number from outside of Malaysia.
  • Please note that you may be charged an access fee by the local provider when calling the toll-free number using hotel phones, mobiles and landlines. This number may not be accessible from some mobile network providers.
  • Your call will be connected to Reservation and Customer Service Center in Japan or the U.S. All of the representatives speak Japanese and English.

1800-81-8015 (toll-free, 24 hours, open daily)*1

When your call does not connect to the above number, please call the number below.

For passengers with a disability who need to place a special assistance request, please contact the below number.

+81-3-4332-6867 (charged, 24 hours, open daily)*1

  • *1.

    Business hours are temporarily changed, please see the details "special notice" as top of this page.

    Charges for international call to Japan will apply.

Inquiries in Malay / Chinese

ANA Kuala Lumpur Office

Languages:English and Hindi

03-2032-1331(charged, 9:00 AM-6:00 PM, not available on weekends or national holidays)

Customers calling from outside of Malaysia should dial +60-3-2032-1331. International call charges will apply.

Forgotten Articles and Delayed/Damaged Baggage

  • For specific contact information, please visit our Damaged, Lost and Left-Behind Items page.
  • Lost items will be kept at the arrival airport. If you have left something behind, please contact the relevant arrival airport.
  • If you first notice the damage after leaving the arrival airport, please report it to the airport at which you arrived no later than seven days after the date of receipt (excluding the date of receipt).
  • Note that in some cases articles which are discovered within the airport rather than the aircraft cabin may be kept within the airport building or the local police station. Please inquire after confirming who you should contact.

Feedback

At ANA, we value your loyalty and are continuously striving to make your travel experience as seamless as possible. Your feedback is very important to us and will help improve our future services.

Email Inquiry

  • Please provide alternate contact details (such as a phone number), as we may want to talk more about your feedback or suggestions, and in the event our emails do not reach you.
  • Please refrain from using any part of the email you receive from us for secondary purposes (like posting on social media).

Emergency Contact Information

  • Customers that use an ANA-operated flight departing from an EU member country, the U.S. or Mexico can register emergency contact details with ANA in the case of an accident.
  • Customers that wish to register this information should print out the appropriate emergency contact information form below, complete the required sections of the form, and hand it to airport staff at the boarding gate on the day of departure from their home country.
  • Note: Collected emergency contact information will not be used for commercial purpose. The information will be disposed of appropriately after the flight arrives at its destination.

Contact Information in Each Region

ANA Disability Desk Contact Information

If you need to travel with medication, medical equipment or devices, such as CPAP machines, or hearing aids that emit radio waves, please contact the ANA Disability Desk in advance to confirm if the item is permitted onboard.

  • Be prepared to provide the manufacturer, product name, model, size, battery type, etc.
  • Please note that we may check your equipment again at the airport before departure.

When calling from outside Japan, dial the country code 81 and the number (omit the 0 if the number starts with 0).

Within Japan

0120-029-377 (toll-free, open 4:00 p.m. – 0:00 a.m. PST)

FAX: 0120-029-366

ANA Mileage Club Contact Information

Contact the ANA Mileage Club for any mileage-related inquiries. Before making your inquiry, you can access the following in “Manage Profile”

After completing log-in, the following procedures can be completed under Manage Profile from My Menu:

  • Change address
  • Change password
  • Register retroactive mileage
  • Change email address
  • Change your main card
  • Register an Award User

Email Inquiry

  • Please note that new reservations and changes/cancellations cannot be processed by email.
  • It may take some time for us to respond to email inquiries.
  • Please call us if you require immediate assistance.

Phone Inquiry

  • Calls cannot be made to this number from outside of Malaysia.
  • Please note that you may be charged an access fee by the local provider when calling the toll-free number using hotel phones, mobiles and landlines. This number may not be accessible from some mobile network providers.
  • Your call will be connected to Reservation and Customer Service Center in Japan or the U.S. All of the representatives speak Japanese and English.

1800-81-8015 (toll-free, 24 hours, open daily)*1

When your call does not connect to the above number, please call the number below.

For passengers with a disability who need to place a special assistance request, please contact the below number.

+81-3-4332-6867 (charged, 24 hours, open daily)*1

  • *1.

    Business hours are temporarily changed, please see the details "special notice" as top of this page.

    Charges for international call to Japan will apply.

Premium Member Service Desk

Are you a Premium Member? The ANA Premium Service Desk is here to help with everything from reservations for ANA Group flights to using your miles, and we can assist you with any premium service questions you might have.

Eligible Members

  • Diamond Service Members: primary member only
  • Platinum Service Members: primary member only
  • Bronze Service Members: primary member only
  • Super Flyers Card Members: primary member and registered family members

How to Use This Service

Just sign into your ANA Mileage Club account and click on "ANA Premium Members" on the AMC Members' Information Page.