airport building

Rules and Regulations

airport building

Rules and Regulations

airport building

Rules and Regulations

Customer Assistance

We want you to enjoy your entire experience with ANA, from the moment you book your flight until the moment you pick up your luggage at your destination. We invite you to review some of the policies we have in place to ensure a pleasant trip.

Customer Service Plan

We value our customers and continually work toward improving our services to offer the safest, most comfortable trip. Our Customer Service Plan summarizes what we’re doing to assist our travelers. The Plan applies to services provided in the United States and in connection with scheduled flights to/ from the United States by All Nippon Airways Co., Ltd. (ANA) and its subsidiary Air Japan Co., Ltd. (AJX). It has been adopted in accordance with U.S. Department of Transportation (DOT) regulations.

Offering the Lowest Fare Available

When you make a reservation on the ANA Website, through our phone reservation center or at an airport ticketing counter in the U.S., we will offer the lowest fares available through that booking channel, based on your specific travel dates, flights and class of service information. If you make a reservation by phone or at an airport ticketing counter in the U.S., we will also let you know if lower fares may be available through the ANA Website.

Delivering Baggage on Time

We will make reasonable efforts to ensure that all checked baggage is available as soon as possible after your flight arrives at the gate. In the unlikely event your baggage doesn’t arrive at your destination with you, we will search for it and make reasonable efforts to return the baggage to you within 24 hours. In the further unlikely event that your baggage cannot be located, we will refund any fees that you have paid for its transportation (including fees for excess or overweight baggage). In addition, we will pay compensation for lost or delayed baggage as required by applicable international agreements. Find out more about baggage rules and fees.

Allowing Reservations to Be Cancelled Without Penalty

A ticketed reservation made through the ANA Website, ANA Customer Service Center or ticketing counters at U.S. airports served by ANA may be cancelled without penalty within 24 hours after the ticket has been issued, except for reservations made within one week of departure. Those may only be cancelled without penalty if permitted by applicable fare rules.

Refunds must be requested by contacting ANA by phone in the U.S.

Notes:

  • For award tickets, miles that have expired since the ticket was purchased cannot be refunded.
  • Tickets purchased through a travel agent may be cancelled without penalty only if permitted by applicable fare rules; please contact your travel agent.

Providing Prompt Ticket Refunds

If you’ve purchased a ticket that is eligible for a refund via the ANA Website, ANA Customer Service Center or an airport ticketing counter in the U.S., and you make a timely request for a refund, we will provide a prompt refund as follows:

Purchase by Credit Card

We will submit the request for a refund to the credit card issuer within seven business days of receiving your completed request for a refund. Please note that the credit card issuer will refund the purchase price under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund.

Purchase by Cash or Check

We will issue your refund within 20 business days of receipt of your completed request for a refund.

Find out more about Refunds and Rebooking.

Properly Accommodating Passengers with Disabilities or in Need of Assistance

We are committed to offering convenient and comfortable service to all of our passengers, including passengers who require special assistance. For passengers with

disabilities, we will comply with DOT regulations.

We also offer certain services for children traveling alone, passengers who are pregnant or traveling with small children, and other passengers who may require special assistance.

We will try our best to meet the requirements of passengers who need special assistance and ensure those requirements are met during any lengthy tarmac delays.

For details, please visit the Special Pre-Travel Guidance section of this website.

Treating Passengers Fairly and Consistently in the Case of Oversales

Occasionally, we may not be able to provide a passenger with a seat on a flight, even if she/he holds a ticket and has checked in on time. This is called an “oversale” and can occur for reasons such as safety restrictions on the maximum weight that an aircraft can carry, an unplanned change in the size of the aircraft operating the flight, or if there otherwise are more passengers who have checked in and are prepared to board than available seats.

Passengers denied boarding or involuntarily downgraded due to an oversale on a flight departing the U.S. are in most cases entitled to transportation on an alternate flight to the final destination and/or compensation, as required by DOT regulations. We will consistently follow DOT requirements and our own policies in the event of an oversale by asking for volunteers before denying boarding or involuntarily downgrading any passenger, and by providing a written statement to each passenger denied boarding which describes his or her rights.

Please be advised you should arrive at the airport one hour prior to scheduled departure for international flights.

Ensuring Responsiveness to Customer Problems

We welcome the opportunity to address the concerns and opinions of our valued customers, while continually striving to improve our service. Although we will make every effort to respond much sooner, at the very latest we will acknowledge, in writing, all written complaints within 30 days, and provide a substantive response within 60 days, in accordance with DOT regulations. We will also promptly respond to other comments and feedback. Information about how to contact us is available through Contact Information.

Notifying Passengers of Known Delays, Cancellations and Diversions

For flights departing in seven days or less, we’ll share information about known delays of 30 minutes or more, cancellations and diversions (“flight status information”), within 30 minutes of us becoming aware. We’ll do this by providing flight status information through:

  • The ANA Website and by phone in the U.S.
  • Announcements at gates and through flight status displays at airports in the U.S.
  • Notification services (including email), to the extent such services are offered by ANA, to passengers who register on the ANA Website to receive email updates.

Contingency Plan for Lengthy Tarmac Delays

This contingency plan for lengthy tarmac delays is applicable to ANA Group-operated flights and has been adopted pursuant to the requirements of section 259.4 of the regulations of the U.S. Department of Transportation (DOT).

For all flights departing and arriving at U.S. airports, we will not allow the aircraft to remain on the tarmac without an opportunity for passengers to deplane for more than four hours. We will make the following reasonable efforts to provide convenient and comfortable service to all customers in the event that a flight is delayed.

  • Provide adequate food and potable water no later than two hours following gate departure or flight landing.
  • Ensure the availability of operable lavatory facilities and adequate medical assistance, if needed.
  • Provide passengers on the aircraft a notification every 30 minutes regarding the status of the delay, including the reasons for the delay, if known.
  • Provide passengers on the aircraft notification every 30 minutes that they have the opportunity to deplane, if that opportunity exists.

These are excluded: The pilot-in-command (PIC) determines the aircraft should not leave where they are on the tarmac to disembark passengers for safety or security reasons, or the Air Traffic Control (ATC) advises the PIC that returning to the gate or another place for disembarkation would significantly disrupt airport operations.

We will make reasonable efforts to comply with this plan in the event of a diversion to any other U.S. airport.

We have committed sufficient resources to implement this plan and we have coordinated this plan with airport authorities (including terminal facility operators, U.S. Customs and Border Protection, and the Transportation Security Administration) at all U.S. airports that we serve ,including regular civilian diversion airports that are defined by DOT to be a “non-hub” or larger airport.

Services for codeshare flights are offered according to the standards of the operating airlines.

Disclosing Cancellation Policies, Frequent Flyer Rules and Aircraft Configuration Information

The following information will be available on the ANA Website:

  • Cancellation policies; note that specific cancellation policies applicable to each type of ticket fare are displayed when purchasing on the ANA Website, and agreed to by the customer at time of purchase
  • The rules and policies for our frequent flyer program, ANA Mileage Club
  • Aircraft configuration charts (including the number of seats and the location of lavatories) for flights operated by ANA and AJX; note that aircraft configuration charts for flights operated by other carriers on a codeshare basis can be obtained from their websites

The Customer Service Center can also provide this information or identify its location on the ANA Website upon request.

Providing Information About Itinerary Changes

For flights that depart in more than seven days, we will notify customers in a timely manner of changes in their itineraries (including changes in the scheduled departure time, as well as delays or cancellations) through notification services (including email) to the extent such services are offered by ANA, to passengers who register on the ANA Website to receive email updates and upon request through the ANA Website and the Customer Service Center in the U.S.

Finding Your Receipt

After purchasing a ticket, a receipt will be sent to the email address you provided when you made your reservation. You can also display and print your ticket from the ANA Website.

Display/ Print Your Receipt

If you have purchased your ticket(s) from ANA (including using Flight Awards), you can also use the link below to see and print your receipt—from the date of purchase until 90 days after the departure date of the final segment of the itinerary, and within two years of the ticket issue date. Please have your ticket number ready.

Note that this service doesn’t apply in certain instances:

  • Payments from convenience stores (please ask at the convenience store where you made your payment; you will receive a receipt for the convenience store payment)
  • Electronic Miscellaneous Documents (EMD) commission
  • Total airfare before and after exchange
  • For purchases from a source other than ANA, such as a travel agency (please make your request at the point of purchase)
  • There may be other instances in which you cannot use this service. In such cases, requests can be made by Receipt Application Form (see below for details).

You can view the name on the receipt in English or Japanese. You can also display and print a detailed breakdown of the receipt to show fare/tax/fee details, etc.)

Receipt Application Form

If you have purchased your ticket(s) from ANA (including Flight Awards) and are unable to use the Display/ Print Receipt service above, you can request your receipt with an application form. This service is available from the date of purchase until 90 days after the departure date of the final segment of the itinerary, and within two years of the original ticket issue date.

Note that this service doesn’t apply in certain instances:

  • Payments from convenience stores (please ask at the convenience store where you made your payment)
  • Electronic Miscellaneous Documents (EMD) commission
  • Total airfare before and after exchange
  • For purchases from a source other than ANA, such as a travel agency (please make your request at the point of purchase)

You can view the name on the receipt in English or Japanese. You can also display and print a detailed breakdown of the receipt to show fare/tax/ fee details, etc.) Delivery is available to addresses within Japan. Delivery will take a week to 10 days. Please be aware that receipts cannot be issued by email or fax.

ticket receipt
Request your receipt from the applicable link: