Support

ANA Travel Support

Not sure what to do in the case of a flight delay or need assistance reading your ticket? At ANA, we’re here to help make your travel experience as seamless as possible. Throughout these five tabs, you’ll find support information for Reservations, Ticketing, Cancellations/Delays, Ground Transportation and In-Flight services.

Reservation Information for International Flights

We support your travel by sending you updates on your flight in a timely manner between when you make the reservation and arrival. In addition to checking the ANA website, you can choose to receive status updates via email, SMS text or through the ANA app. On this tab, you’ll find helpful information around each method.

Note: There are reports that incorrect flight information (such as time and flight number) has been displayed within Gmail. For the most up-to-date and correct information, please click the URL in your email and confirm your "Review Reservation Details" display.

Email Notifications

  • We will inform you immediately via email if any schedule changes on your flights. If you hold a flight reservation, please be sure to register your email address.
  • Note: Your security software and email settings may cause emails from ANA to be automatically placed in the junk/spam folders, or even deleted. Please set your email system to receive emails from “ana.co.jp” and “amadeus.com” in advance.
    • Check-in notification emails will come from “emadeus.com.”
  • Passengers and family/friends can receive email notifications, though the level of detail given will vary depending on the person. See below for different instances.

ANA App Notifications

  • You will receive ANA app pop-up notifications regarding delays or cancellations (on the day prior to departure and the departure date itself).
  • Note: This service is not available for flights with other carriers, codeshare flights operated by other airlines.
  • Notifications will be sent to devices on which ANA app pop-up notifications have been enabled.
    • Only ANA Mileage Club members who have a flight reservation will receive these notifications.

SMS Text Notifications

  • After registering your phone number, you will receive SMS messages regarding delays or cancellations (on the day prior to departure and the departure date itself).
    • Note: SMS is not available for flights with other carriers, codeshare flights operated by other airlines.
  • SMS flight status notifications are not available in the following countries (which is subject to change):
    • Bahrain
    • Belize
    • Bolivia
    • Cape Verde
    • Democratic People’s Republic of Korea
    • Equatorial Guinea
    • Ethiopia
    • Federated States of Micronesia
    • Kingdom of Lesotho
    • Kingdom of Swaziland
    • Kingdom of Tonga
    • Portugal
    • Principality of Liechtenstein
    • Republic of Angola
    • Republic of Djibouti
    • Republic of Honduras
    • Republic of Iceland
    • Republic of Kiribati
    • Republic of Maldives
    • Republic of Moldova
    • Republic of Namibia
    • Republic of Nauru
    • Republic of North Macedonia
    • Republic of San Marino
    • Republic of Seychelles
    • Republic of the Congo
    • Republic of Vanuatu
    • Solomon Islands
    • State of the City of Vatican
    • Turkmenistan
    • Tuvalu

Calendar Integration for International Flights

Upon completing your reservation on the ANA website or from the reservation confirmation screen, you can easily add your reservation details to Apple Calendar, Google Calendar and Outlook (2003 and 2007).

Notes:

  • Reservation details cannot be added via smartphones. Please use the ANA website.
  • This feature is not available for unreserved open tickets or for other air carriers' flights included in reservations booked through travel agents. It may not be possible to download the entire itinerary after changes to the flight schedule for some types of reservation status.
  • Your flight information will be displayed even if you are on the waitlist or waiting for a reply from other air carriers. Please be aware that this is not a confirmation of your seat.
  • For flights departing Japan whose arrival date at destination is prior to the departing date: the calendar will show departing time for both start and end times on the reservation information.
  • Changes to existing reservations or flight schedule information already added to your calendar will not update automatically. Please download your new reservation information from the "Review Reservation Details" screen.
  • Please contact the provider of the calendar application for details/instructions on how to operate your calendar and to choose/customize settings.

Ticketing

Notifications for International Flights

There are multiple ways you can be notified of flight cancellations or delays. Please visit the Reservations tab of this page for more detailed information around the services below.

  • ANA website
  • We will inform you immediately via email if any schedule changes on your flights. If you hold a flight reservation, please be sure to register your email address.
  • SMS messages
    • This service is new as of July 25, 2019.
  • App notifications
    • This service is new as of July 25, 2019.

Refunds and Reservation Changes

  • ANA will offer an alternative ANA flight or a refund in the event of delays/cancellations due to force majeure (e.g. typhoon, heavy snowfall), or those where ANA is at fault (e.g. mechanical issues).
  • 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.
  • Reservation changes which involve waived handling charges cannot be processed through the ANA website.
  • For details on how airports handle delays or cancellations, please visit our Cancellations and Delays page.

Refunds and Reservation Changes Due to Weather

Refunds and Reservation Changes Where ANA is Responsible

Certificates of Delay/Cancellation/Diversion

If a flight is delayed, canceled, or diverted, then customers can request an official certificate through the ANA website.

Ground Transportation Service for Your Trip

At ANA, we offer comfortable ground transportation for your trip.

This service connects customers from the Pearl River Delta cities to Japan—without having to pass through Immigration and Customs in Hong Kong. This ferry is available to Premium Economy and Business Class passengers.

Customers flying between Japan and Europe can purchase tickets connecting rail sectors within Europe—including Deutsche Bahn and InterCity Rail Services. This rail service is available to First Class, Business, Premium Economy and Economy Class.

Search/Book flights

Want to Book a Flight with Miles?

In-Seat Power Supply

Power outlets are available only on specific routes and aircraft. Please refer to our Business Class Seat Details page and Economy Class Seat Details page for more information. If available, First Class, Business, Premium Economy or Economy Class passengers can use the outlets. Note: When using the outlets, the power supply is turned off during takeoff and landing, as well as when the aircraft is on standby.

How to Use the Outlet

Using a Laptop
  • Before using your laptop, please confirm that the power source is 110V/60Hz and the maximum power consumption is 60W.
  • If your laptop computer conforms to the above requirements, connect the AC adapter to your computer first.
  • Next, insert the plug on the AC adapter firmly into the outlet on the armrest.
    • If the plug is not inserted completely into the outlet, a safety mechanism may be activated which will prevent power from being supplied.
    • Extension cables are available if the plug for your laptop cannot be inserted into the socket. (Note: Cables are only available for Business Class passengers on Boeing 777-300ER only.)
Using Other Electronic Equipment
  • Before using other electronic equipment, please confirm that the power source is 110V/60Hz and the maximum power consumption is 60W.
  • Usable devices:
    • Smartphones, tablet devices, digital audio units, video cameras, digital cameras, electronic games, etc.
  • The plug shape must be one that can be firmly inserted into the outlet and requires no adapters.
  • If your equipment meets the above requirements, first turn it on.
  • Next, insert the plug on the AC adapter smoothly and firmly into the outlet on the armrest.
  • Note: If you have sleep apnea syndrome and need to use CPAP (Continuous Positive Airway Pressure) devices on board, please visit our Other Special Needs page.

Outlet Details

  • The outlet is compatible with the following three plug types: Two-pin European plugs and two-pin or three-pin U.S. plugs.
  • Adapters cannot be used. They may cause the safety mechanism to malfunction, resulting in a short circuit.
  • Two types of specialized adapter cables are available for onboard use for passengers who have laptops with a British plug.
    • Please notify a cabin attendant if you require one. Only a limited number of these cables are available.
  • You must not use plugs with sleeves at the base, as these cannot be plugged into the outlet firmly.
    • Specialized adapter cables are available for onboard use for passengers who have equipment with this type of plug. Please note that we may not always be able to supply a cable as only a limited number are available. Thank you in advance for your understanding.

Safety Precautions

  • Although a maximum output of 60W is available, it may not be possible to charge your device depending on outlet usage by other passengers.
  • Maximum power supply for each seat group is limited for safety reasons.
  • When the power limit is exceeded, the power supply for the passenger next to you will be turned off as well.
  • Power may be turned off without prior notice in case of system failure or over-consumption of power.
  • When using a laptop, we recommend you back up your data to guard against data loss.
  • Some touch screen devices may respond slowly or behave irregularly after connecting to the outlet. (Neither causes any damage to the device.)
  • Recharging from the outlet is also not affected.
  • Please make sure that any ventilation ports on your computer are not blocked (e.g., by a blanket).
  • Use only cables and equipment in good condition.
  • Cabin attendants are not able to judge whether or not your electronic equipment meets the safety precautions given above.
  • ANA is not liable for any damages resulting from use.

LED Light

Socket diagram with two colors
Socket diagram with three colors

The outlet at your seat will have LED lights either below or beside the socket to indicate if power is available.

At some seats, the socket will have two colors—green indicates power is available, while red either means temporarily unavailable or completely unavailable. If the socket at your seat has three colors, green means power is available, orange means temporarily unavailable and red means completely unavailable.

If a red or orange light is on, please do the following:

  • Take the plug out, check to make sure the LED light turns green and plug in the AC adapter again.

Possibilities for lack of power include the following:

  • The equipment connected to the socket consumes more than 75W.
  • The power limit has been exceeded.
  • The AC adapter is not plugged in firmly.

If you see a red or orange light, please know that these are not system failures.