Get information here on ANA policies for refunds and rebooking.
Note: As a general rule, ANA will make a refund to the person named on a ticket only.
When a flight is canceled due to weather, we attempt to reschedule passengers and help with accommodations. But sometimes it's necessary to issue a refund. If your flight was canceled due to weather and you would like to apply for a refund, please follow these procedures.
Eligible tickets and Electronic Miscellaneous Documents (EMD) include:
Note: Refunds of tickets from other airlines will be subject to that airline's refund policy.
Refund requests are accepted within one year and 30 days of the date of the first flight sector (or the date of issue if unused) upon submission of the physical ticket or e-Ticket Itinerary Receipt, along with any other necessary information.
Refund requests are accepted within one year and 30 days of the date the EMD was issued, upon submission of the necessary information.
You can apply for refunds on tickets purchased through ANA by contacting ANA by phone, or by visiting an ANA city ticketing counter or ANA airport ticketing counter.
Note: Refund procedures may vary depending on the country where the ticket was purchased.
Please contact the travel agency or airline where you purchased your ticket. Refunds may not be possible outside the country of ticket purchase due to currency restrictions.
Refund charges or cancellation penalties will not apply to involuntary cancellations and refunds.
If you have purchased services (e.g., paid lounge access), any service fees for unused sectors will be refunded.
Notes:
Refunds will be made via the company of the credit card used for purchase.
It may take two to three months to complete a refund, depending on factors such as the day when the refund request is accepted, deadlines and/or a refund processing situation at the credit card company.
A refund will be given in cash, or via account transfer or check (depending on the ticket-issuing country).
ANA will refund the ANA Value Voucher. For details, please refer to the ANA Value Vouchers information.
New applications and issuance of ANA Value Vouchers will be discontinued after June 30, 2022.
After July 1, 2022, if the payment method for your ticket is an ANA ticket, 5,000 miles will be refunded for each ticket.
ANA will refund ANA SKY COINS amount back into the latest account (the occurrence of delays and cancellation of the month).
PayPal's refund standards will apply in this case.
If flight delays or cancellations occur as a result of equipment malfunctions or other reasons attributable to ANA, customers can change to other ANA flights or have their tickets refunded.
If your flight was canceled or delayed for something that is ANA's responsibility and you would like to apply for a refund, please follow these procedures.
Eligible tickets and Electronic Miscellaneous Documents (EMD) include:
Note: For Japan domestic sectors tickets issued with international tickets, please contact ANA by phone.
Refund requests are accepted within one year and 30 days of the date of the first flight sector (or the date of issue if unused) upon submission of the physical ticket or e-Ticket Itinerary Receipt, along with any other necessary information.
Refund requests are accepted within one year and 30 days of the date the EMD was issued, upon submission of the necessary information.
You can apply for refunds on tickets purchased through ANA by contacting ANA by phone, or by visiting an ANA city ticketing counter or ANA airport ticketing counter.
Note: Refund procedures may vary depending on the country where the ticket was purchased.
Please contact the travel agency or airline where you purchased your ticket. Refunds may not be possible outside the country of ticket purchase due to currency restrictions.
Refund charges or cancellation penalties will not apply to involuntary cancellations and refunds.
If you have purchased services (e.g., paid lounge access), any service fees for unused sectors will be refunded.
Notes:
Refunds will be made via the company of the credit card used for purchase.
It may take two to three months to complete a refund, depending on factors such as the day when the refund request is accepted, deadlines and/or a refund processing situation at the credit card company.
A refund will be given in cash, or via account transfer or check (depending on the ticket-issuing country).
ANA will refund the ANA Value Voucher. For details, please refer to the ANA Value Vouchers information.
New applications and issuance of ANA Value Vouchers will be discontinued after June 30, 2022.
After July 1, 2022, if the payment method for your ticket is an ANA ticket, 5,000 miles will be refunded for each ticket.
ANA will refund ANA SKY COINS amount back into the latest account (the occurrence of delays and cancellation of the month).
PayPal's refund standards will apply in this case.
When a flight is delayed or canceled due to weather, we attempt to rebook passengers on another flight. If your flight was canceled due to weather, and you would like to be rebooked on another flight, please follow the procedures outlined here.
Eligible tickets and Electronic Miscellaneous Documents (EMD) include:
We will rebook you to the earliest applicable ANA Group flight with seat availability.
Rebooking applications must be made by contacting ANA by phone.
If your flight is delayed or canceled due to a mechanical issue or similar, we will rebook you onto another one of our flights.
If your reserved flight is canceled due to a mechanical issue or similar and you would like to be rebooked onto another flight, please follow the procedures outlined here.
Eligible tickets and Electronic Miscellaneous Documents (EMD) include:
We will rebook you to the earliest applicable ANA Group flight with seat availability.
Rebooking applications must be made by contacting ANA by phone.
At ANA, reservation changes and refunds will be handled pursuant to the following.
Please contact ANA by phone, or visit an ANA ticketing counter for more details on reservation changes and refund procedures.
Tickets purchased via the ANA Website may be changed/refunded via ANA Website.
Changes can only be made to tickets that permit changes. Some fare rules do not allow changes or require handling fees.
If you have any questions, please call ANA to speak to a customer service representative, or inquire with a city office or international airport counter.
Changes will be processed upon verification of your reservation and ticket details. You will be informed upon changing your reservation if any fare, tax or fee differences have been incurred, or if any handling fees apply.
Please see the relevant service information page when seeking to make changes to services for which you have acquired an EMD, e.g., paid lounge access. The validity period can be extended for exchange/reissue only in select EMDs.
The exchange/reissue service charge is waived for ticket changes made on the ANA website.
Ticket changes made over the phone with an ANA customer service representative or at an ANA counter (international airport) in Japan will incur a set service charge per passenger per ticket (can include multiple sectors).
For EMDs, an exchange/reissue service charge is incurred when the validity period is extended to carry out exchange/reissue.
International tickets (ticket numbers starting with 205) and EMDs (numbers starting with 205) issued by ANA are eligible for refunds.
Refunds will be made in the local currency. Depending on the currency used for the payment, a refund may not be possible outside the country of purchase due to currency restrictions.
Place of Purchase | Where to Apply |
---|---|
ANA website | ANA website or ANA by phone in each country |
ANA by phone | ANA by phone in the country of purchase |
ANA International airport ticketing counter within Japan | ANA by phone in Japan or an ANA international airport ticketing counter within Japan* |
ANA city ticketing counter outside Japan or ANA airport ticketing counter outside Japan | In principle, ANA city ticketing counter in the country of purchase |
Travel agency | Travel agency where ticket was purchased |
Tickets: Refund requests are accepted within one year and 30 days of the date of the first flight sector on the ticket (or the original date of issue if unused), after confirmation of the e-Ticket Itinerary Receipt and the submission of the necessary information.
EMDs: Refund requests are accepted within one year and 30 days of the relevant EMD issuance date, upon submission of the necessary information.
Before first flight sector: Refunds are calculated by subtracting the relevant handling fees from the total amount paid (includes taxes and other fees).
After first flight sector: The refund is calculated by subtracting the handling fees, the fares for used sectors, and the taxes/fees for unused sectors from the total amount paid.
Notes:
If cancellation charges have been specified, the refund amount will be calculated by subtracting the designated charges from the amount paid.
Some tickets and EMDs have fare restrictions that limit the refundable value and require a cancellation fee to be deducted.
When the ticket or EMD is issued in India or through ANA India Website INR300 will be collected per ticket or EMD.
Refunds will be made via the company of the credit card used for purchase. This may take up to two months, depending on when the refund request is received and the closing date and refund processing conditions of the credit card company.
In some cases, the ticket purchase and the refund request are processed first and the service fee is charged at a later time, while in other cases the ticket purchase is processed first, and the ticket amount, less the handling fee, is refunded at a later time. For details, please contact your credit card company.
Extra time may be necessary if coordination with other airline companies is required.
Cash will be deposited into your bank account (any bank transfer fees are borne by the passenger), or a check will be issued (may apply to certain areas outside of Japan upon ticket issuance).
As a general rule, the person who is named as the passenger on the ticket will receive the refund. For identification purposes, you may be asked to present your ANA Mileage Club membership number, an authorization letter or an official identification document, including passport, driver's license, insurance card, residence card (for non-Japanese nationals residing in Japan), ward/city/town/village residence card, pension booklet, etc.
The refund will be issued to the account approximately 10 days after the refund is processed.