Refunds and Rebooking

How ANA Handles Refunds and Rebooking

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.

Involuntary Refunds Due to Irregularities Beyond ANA's Control

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.

Confirm the Ticket Is Eligible

Eligible tickets and Electronic Miscellaneous Documents (EMD) include:

  • ANA international tickets (tickets whose first three digits are 205) with confirmed reservation on the delayed or canceled flights.
  • Another airline’s international ticket with a confirmed reservation on the delayed or canceled flights.
  • An EMD issued for ancillary services for delayed or canceled ANA flights (EMD numbers starting with 205).

Note: Refunds of tickets from other airlines will be subject to that airline’s refund policy.

Note the Refund Time Limit

Tickets

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.

Electronic Miscellaneous Documents (EMDs)

Refund requests are accepted within one year and 30 days of the date the EMD was issued, upon submission of the necessary information.

Refunds for Delays and Cancellation Where ANA is Responsible

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.

  • Please note that there may be cases in which customer requests cannot be fulfilled due to terms related to the ticket type or flight transfer process.

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.

Confirm the Ticket Is Eligible

Eligible tickets and Electronic Miscellaneous Documents (EMD) include:

  • ANA international tickets (tickets whose first three digits are 205) with confirmed reservation on the canceled or delayed flight.
  • Another airline’s international ticket with a confirmed reservation on the delayed or canceled flights.
  • An EMD issued for ancillary services for delayed or canceled ANA flights (EMD numbers starting with 205).

Note: For Japan domestic sectors tickets issued with international tickets, please contact ANA by phone.

Note the Refund Time Limit

Tickets

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.

Electronic Miscellaneous Documents (EMDs)

Refund requests are accepted within one year and 30 days of the date the EMD was issued, upon submission of the necessary information.

Rebooking Due to Weather

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.

Voluntary Changes and Refunds

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.

Reservation Changes

Tickets

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.

Electronic Miscellaneous Documents (EMDs)

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.

Exchange/Reissue Service Charges

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).

  • See Exchange/Reissue Service Charge amounts on the How to Manage Your Booking page.
  • Handling fees will not apply if no fare, tax or other fee differences have been incurred, and if no route changes have been made.
  • If the applicable fare specifies higher handling fees for changing reservations, only this amount will be charged.

For EMDs, an exchange/reissue service charge is incurred when the validity period is extended to carry out exchange/reissue.

Refunds