Damaged

Guidance for Damaged, Lost and Left-Behind Items

We handle your baggage with care until reaching the destination, but there are some cases in which baggage may be damaged.
We sincerely apologize for inconvenience this may cause you.
Please be assured that we take all necessary measures to remedy the damage.

Declaration

If you're still at the airport

If you notice any damage with your checked baggage, please report it to ANA staff immediately.

If you've left the airport

If you notice any damage with your checked baggage after leaving the airport, please check if the disclaimer does not apply to your case and report it within the legally stipulated period.
As informed in the Conditions of Carriage, you must report it in writing (Damaged Baggage Declaration Form).

If you wish to report it by phone, you will need to submit a Damaged Baggage Declaration Form additionally.
Please note that you will be responsible for the cost of mailing the declaration.

  1. * For passengers arriving on flights other than ANA, please contact the operating airline directly.

Deadline for Declaration

Within seven days of your flight arrival

Compensation

In general, baggage which qualifies for compensation will be subject to repair. We may offer other options depending on the extent of the damage and the time required for repair.

  1. * Please note that disclaimers may apply and some cases may not be eligible for compensation.

Disclaimers

We handle your baggage with care, however, it is possible your checked baggage shows signs of wear and tear resulting from ordinary handling of the baggage.
We are not liable because of:

  • Damage occured outside the airline's control
  • Damage caused by baggage defects such as improper or overpacking, aging.
  • Ordinary wear and tear, damage to or loss of protruding parts
  • Damage caused by TSA or other safety inspection authorities of each country
  • Damage resulting from the nature of the product, such as fragile items.
    (Examples) Musical instruments, sporting equipment (surfboards, bycycles, etc.), delicate equipments (cameras, personal computers, etc.), glassware, liquor Bottles etc.

Dents

Dirt

Tear

Wear of wheels

Loss of protruding parts

Damage of protruding parts

  1. * The above photos are examples that can be evaluated to be exempt from liability.
    We will inform you after confirming the actual situation of your baggage.

What to Do if Your Baggage Is Missing

We handle passengers' checked baggage with great care, but there may be times when your baggage does not reach its destination. We sincerely apologize to these passengers; we will work hard to resolve the situation.

If you are not able to find your bag at the arrival airport, please report your missing baggage immediately by using one of the following methods to file your report;

  • Report via delayed baggage self-service portal
    Delayed baggage report
  • Contact baggage service desk at the arrival airport

Declaration Deadline for Missing Luggage

As indicated in the International Conditions of Carriage, a declaration of missing baggage must be submitted within 21 days from the day after the day on which the baggage was to be received (in the case of a delay) or the day on which the baggage could have been received (in the case of loss).
Please note that we may not be able to respond after the deadline.

Baggage Tracing

Once you have completed the claim, this system offers you the ability to obtain the latest information regarding the location of your delayed baggage online.
To use this service, you will need the reference number given upon arrival or received upon applying via self service along with your family name. The reference number is different from the baggage tag number. If you do not have a reference number, contact the service desk at the arrival airport.

You also can check the current status yourself by entering your reference number at the Baggage Tracing System website.

  • This service is provided only in English.
  • Only passengers on ANA Group-operated flights (ANA/Air Japan) may use this system.
  • If you connected to a flight of another airline after taking an ANA flight and your baggage did not arrive at the final destination, you should contact the airline you boarded last (the operating airline in the event of a codeshare flight).

Baggage Return

We will clear customs on your behalf and deliver your found baggage to your designated location.

Contents Declaration

To expedite the search for your items, you may be asked to provide details about the contents of the baggage. We may ask you to fill out a Missing Property Questionnaire. This constitutes important information which will be used for reference when issuing compensation.

Compensation

In the rare event that your baggage is not found, ANA will issue compensation 30 to 45 days after your arrival in accordance with the International Conditions of Carriage.

Baggage Forgotten, Wrong Baggage Picked Up, Left-Behind Items

After arrival, each passenger must pick up their checked baggage at baggage claim by confirming the numbers on the baggage claim tags.

If you leave the airport without picking up your baggage or with someone else's baggage by mistake, please contact the arrival airport immediately. (See Airport Contact Information above.)

This information applies to airports within Japan. If you arrived at an airport outside Japan, please inquire with the arrival airport, as procedures may vary depending on the airport.

Left-Behind Baggage

Retrieving left-behind baggage requires that the baggage clear Customs. You have two options for achieving this:

Return to the Airport to Clear Customs Yourself

If you are clearing customs by yourself (for urgent cases), please contact the arrival airport and return to the airport with your passport. An ANA staff member will show you the way to the Customs office. Your baggage will clear customs in your attendance and the baggage will then be returned to you.

Use an Agent to Clear Customs for You

ANA can act as your agent in passing through Customs, if desired, but be aware that this requires several days.

Required Documents

  • A copy of your passport (the photograph page and the page stamped at the time of entry into the country).
    • Note: We may not be able to handle your request if the copy is not sufficiently clear.
  • A completed Customs Clearance Application/Authorization Letter.
    • Only the original authorization letter will be accepted; no copies.
    • Please bring required documents directly to the airport, or send them by postal mail.

Pickup by a customs agent can typically be performed the day your documentation is received. ANA will contact you regarding delivery times. In principle, customers will be responsible for any shipping charges. Your baggage will be delivered to a place of your choosing with payment due on delivery.

  • If you notice after arriving on a flight not operated by ANA that you left your baggage behind, please inquire with the airline on which you arrived.

Left behind item on an aircraft

If your item was left on an aircraft, please contact us using the Inquiry Form.

If we find the item, we will deliver it to you promptly. Please note at you will be asked to pay delivery costs.

Items found in an airport facility and not in the cabin may be stored by the airport managing company or at a police station. Please contact the airport to inquire about your item.

Airport Contact Information

Here, you will find information for contacting arrival airports in the case of damaged, lost or left-behind items.

Within Japan

[ ] is the country code/area code. Please dial [country code/area code] + the number (If the number is starting from 0, Please omit 0) when you call from outside of Japan.

  • * "-" Means it is suspended.
Airport Forgotten Articles Hours of Operation Delayed or Damaged Baggage Hours
Narita [81]-(0)476-33-2300 09:00-17:00 [81]-(0)476-33-2301 09:00-17:00
Haneda [81]-(0)3-6428-3799 09:00-17:00 [81]-(0)3-6428-5045 09:30-17:00
Kansai [81]-(0)72-456-7575 09:00-18:00 [81]-(0)72-456-7575 09:00-18:00
Nagoya Closed - Closed -
Notes:
  • Calls will be charged.
  • Hours of operation are shown in local time.

USA/Canada/Mexico

[ ] is the country code/area code. Please dial [country code/area code] + the number when you call from outside the country.

S = Summer Timetable

W = Winter Timetable

  • * "-" Means it is suspended.
Airport Forgotten Articles Hours Delayed or Damaged Baggage Hours
Chicago [1]-773-686-5216 07:00-19:00 (S)
05:30-18:00 (W)
[1]-773-686-5216 07:00-19:00 (S)
05:30-18:00 (W)
Honolulu

[1]-808-838-0190

Ext. 2

07:30-13:30

[1]-808-838-0190

Ext. 2

07:30-13:30
Houston [1]-832-626-2450 From March 10, 2024 to October 26,2024
05:30-14:00
[1]-832-626-2450 From March 10, 2024 to October 26,2024
05:30-14:00
Los Angeles [1]-310-909-7887 08:00-16:00/19:00-00:00 [1]-310-909-7887 08:00-16:00/19:00-00:00
New York [1]-929-456-6270 07:15-14:45/18:45-02:30 [1]-929-456-6270 07:15-14:45/18:45-02:30
San Francisco [1]-650-488-3500 08:00-15:00/18:00-20:00 [1]-650-488-3500 08:00-15:00/18:00-20:00
San Jose [1]-408-441-5468 - [1]-408-441-5468 -
Seattle seallnh@fly-ana.com 10:30-17:00 seallnh@fly-ana.com 10:30-17:00
Washington, D.C. [1]-703-972-0061 From March 10, 2024 to October 26,2024
08:00-15:30
[1]-703-972-0061 From March 10, 2024 to October 26,2024
08:00-15:30
Mexico City [52]-55-1228-6331 12:00-18:00 [52]-55-1228-6331 12:00-18:00
Vancouver yvrllnh@fly-ana.com Will reply within next business day. yvrllnh@fly-ana.com Will reply within next business day.
Notes:
  • Calls will be charged.
  • Hours of operation are shown in local time.
  • Inquiries are generally handled in English.

Europe /Russia

[ ] is the country code/area code. Please dial [country code/area code] + the number when you call from outside the country.

  • * "-" Means it is suspended.
Airport Forgotten Articles Hours Delayed or Damaged Baggage Hours
London [44]-(0)20-8745-6606 12:00-19:00 [44]-(0)330-094-8859
Global Baggage solution (GBS) / admin1@globalbaggage.co.uk
08:00-19:30
Paris [33]-(0)9-70-01-91-95
lostandfound.cdg1@dirby.fr
09:00-21:00 [33]-(0)9-70-01-91-95
lostandfound.cdg1@dirby.fr
09:00-21:00
Munich [49]-(0)89-975-72377/78
mucki@ana.co.jp
07:00-15:00 [49]-(0)-89-975-72382
mucki@ana.co.jp
07:00-15:00
Frankfurt frallnh@ana.co.jp 10:00-16:30 [49]-(0)69-690-71001 07:00-20:00
Dusseldorf [49]-(0)211-421-72244 - [49]-(0)211-421-72244
apdus.ana.lostandfound@aviapartner.aero
-
Brussels [32]-(0)2-753-5870 14:30-18:00 (Tue-Sat) [32]-(0)2-753-7707
baggagebrupax@securitas.be
09:00-17:00
Vienna [43]-(0)1-7007-38130 08:00-17:00 (Until July 2024)
05:00-13:00 (As of August 2024)
arrival.services.vie@austrian.com 05:30-23:30
Vladivostok [+7]-423-376-7800 09:00-17:00 (Mon-Fri)
(Japanese, English, Russian)
[+7]-423-230-6843
[+7]-924-730-0362(Mobile)
08:00-20:00
(English, Russian)
Notes:
  • Calls will be charged.
  • Hours of operation are shown in local time.
  • Inquiries are generally handled in English.

Asia

[ ] is the country code/area code. Please dial [country code/area code] + the number when you call from outside the country.

S = Summer Timetable

W = Winter Timetable

Airport Forgotten Articles Hours Delayed or Damaged Baggage Hours
Hong Kong [852]-2186-4429
(ANA Premium Member [852]-2186-4408)
09:00-17:30 [852]-2186-4429
(ANA Premium Member [852]-2186-4408)
09:00-17:30
Taipei (Taoyuan) [886]-(0)3-351-7637 08:30-22:00 [886]-(0)3-351-7637 08:30-22:00
Taipei (Songshan) [886]-(0)2-2715-6994 08:30-18:00 [886]-(0)2-2715-6994 08:30-18:00
Seoul (Gimpo) [82]-(0)2-2661-6337 06:00-22:00 [82]-(0)2-2661-6337 06:00-22:00
Mumbai [91]-(0)22-6685-9161 14:00-21:00 [91]-(0)22-6685-9161 14:00-21:00
Delhi [91]-(0)11-4963-4545 11:00-19:00 [91]-(0)11-4963-4545 11:00-19:00
Chennai [91]-(0)44-2256-9400 13:30-22:30 (Sun, Wed, Fri)
11:00-20:00 (Mon, Tue, Thu, Sat)
[91]-(0)44-2256-9400 13:30-22:30 (Sun, Wed, Fri)
11:00-20:00 (Mon, Tue, Thu, Sat)
Bangkok [66]-(0)2-134-2403/2404 10:00-12:00/17:00-19:30 [66]-(0)2-134-2403/2404 10:00-12:00/17:00-19:30
Ho Chi Minh City [84]-(0)28-3547-0415 08:00-23:00 [84]-(0)28-3547-0415 08:00-23:00
Hanoi [84]-(0)24-3926-2808
[84]-(0)24-3587-6004
08:30-17:30 (Mon-Fri)
19:10-24:30 (Sat, Sun)
[84]-(0)24-3926-2808
[84]-(0)24-3587-6004
08:30-17:30 (Mon-Fri)
19:10-24:30 (Sat, Sun)
Singapore [65]-6597-4500 07:00-23:30 [65]-6597-4500 07:00-23:30
Jakarta [62]-811-8720-886
[62]-811-8720-889
08:00-22:00 [62]-811-8720-886
[62]-811-8720-889
08:00-22:00
Manila [63]-(0)2-88467000
loc. 1107
10:00-19:00 [63]-9755854829 10:00-19:00
Yangon [95]-(0)1-9670534 14:00-18:30 (S)
14:30-19:00 (W)
[95]-(0)1-9670534 14:00-18:30 (S)
14:30-19:00 (W)
Kuala Lumpur [60]-(0)3-8776-5772/5773 24 hours [60]-(0)3-8776-5772/5773 24 hours
Phnom Penh [855]-(0)23-862-916 14:00-19:00 [855]-(0)23-862-803 07:00-24:30
Notes:
  • Calls will be charged.
  • Hours of operation are shown in local time.
  • Inquiries are generally handled in English.

Mainland China

[ ] is the country code/area code. Please dial [country code/area code] + the number (If the number is starting from 0, Please omit 0) when you call from outside of China.

  • * "-" Means it is suspended.
Airport Forgotten Articles Hours Delayed or Damaged Baggage Hours
Beijing [86]-(0)10-6453-2501 08:00-19:30 [86]-(0)10-6453-2501 08:00-19:30
Dalian [86]-(0)411-8664-1137 08:30-17:00 [86]-(0)411-8664-1137 08:30-17:00
Shenyang [86]-(0)24-3192-9708 08:00-16:30 (Mon-Fri) [86]-(0)24-3192-9708 08:00-16:30 (Mon-Fri)
Qingdao [86]-(0)532-8827-0108 08:30-17:00 [86]-(0)532-8827-0108 08:30-17:00
Shanghai (Pudong) [86]-(0)21-6833-9714 10:00-17:00 [86]-(0)21-6833-9714 10:00-17:00
Shanghai (Hongqiao) [86]-(0)21-2235-2532 09:00-17:00 [86]-(0)21-2235-2532 09:00-17:00
Hangzhou [86]-(0)571-8666-5966 09:30-16:00 (Mon-Fri) [86]-(0)571-8666-5966 09:30-16:00 (Mon-Fri)
Guangzhou [86]-(0)20-2823-8082
[86]-(0)20-8612-0849
08:30-16:30
24hours (English/Chinese)
[86]-(0)20-2823-8082
[86]-(0)20-8612-0849
08:30-16:30
24hours (English/Chinese)
Xiamen [86]-(0)592-570-6036 05:30-24:00
(English/Chinese only)
[86]-(0)592-570-8371 08:30-18:00 (English/Chinese only)
Wuhan [86]-(0)27-6559-0130 - [86]-(0)27-6559-0130 -
Shenzhen [86]-(0)755-2345-9173 10:00-17:30 [86]-(0)755-2345-8635 09:00-24:00
(English/Chinese only)
Notes:
  • Calls will be charged.
  • Hours of operation are shown in local time.
  • Inquiries are generally handled in Japanese.

Oceania

[ ] is the country code/area code. Please dial [country code/area code] + the number (If the number is starting from 0, Please omit 0) when you call from outside of Australia.

Airport Forgotten Articles Hours Delayed or Damaged Baggage Hours
Sydney [61]-(0)2-9667-6352 08:00-16:00 [61]-(0)2-8337-9252 06:00-22:00
Perth [61]-1800-452-308 24 hours [61]-1800-452-308 24 hours
Notes:
  • Calls will be charged.
  • Hours of operation are shown in local time.
  • Inquiries are generally handled in English