couple holding hands

Support

couple holding hands

Support

couple holding hands

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.
Main Contact
  • Emails are sent with information primarily regarding reservations (including changes/cancellation) and purchases.
    • Note: Information regarding aircraft changes and seat changes is only provided for ANA-operated international flights.
  • The email will be sent to the address registered to the Main Contact. Only one email address can be registered at any given time.
  • Note: If a purchase is made using the Japan site, a receipt will also be attached to the email.
Passenger
  • Emails are sent with information primarily regarding check-in and flight information.
    • Note: Information regarding aircraft changes and seat changes is only provided for ANA-operated international flights.
  • The email will be sent to the address registered to the passenger. Only one email address can be registered at any given time.
  • Example emails include:
    • Email with e-Ticket itinerary/receipt attached.
    • Check-in notification 24 hours prior to departure (not available for Japan domestic flights, flights with other carriers, and codeshare flights operated by other airlines).
    • Notification of flight delay on the day before/day of departure (not available for Japan domestic flights, flights with other carriers, and codeshare flights operated by other airlines).
    • Notification of flight cancellation the day before or day of departure (not available for flights with other carriers, codeshare flights operated by other airlines).
Friend/Family Member/Driver
  • Emails are sent to a person other than the passenger(s) with arrival/departure information of ANA operated international flights.
    • Note: Emails are not available for Japan domestic flights, flights with other carriers, and codeshare flights operated by other airlines.
  • Email will be sent to the address(es) registered to receive departure/arrival email notifications after tickets have been issued. Two email addresses can be registered.
  • Emails are sent at the following times:
    • Upon departure
    • Two hours prior to arrival (for flights with flight time of five hours or longer)
    • Upon arrival
Passengers Requesting an Upgrade
  • Emails are sent with information regarding a reservation for which upgrade is requested (including changes/cancellation).
    • Note: Emails are not available for Japan domestic flights, flights with other carriers, and codeshare flights operated by other airlines.
  • Email will be sent to the address registered at the time of upgrade request. Only one email address can be registered per reservation.

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

Apple Wallet

You can now board ANA domestic and international routes with your iPhone (iOS 9.0 and above) when you use the Apple Wallet app. Make your trip as seamless as possible by storing your ticket with your passes and membership cards within your Wallet.

Notes:

  • Those adding a pass will be notified by the Wallet app of any changes to their reserved flights, such as cancellations or delays.
  • Customers using devices installed with iOS 9.0 or above can use the Wallet app.
  • On devices installed with iOS 6.0 to 8.4.1, you can use the Passbook.
  • Wallet cannot be used on the iPad.
  • Wallet is not available on Android™ devices.
How to Use Apple Wallet
Online check-in screen

Step One: Register for Apple Wallet through your check-in status screen.

  • After completing online check-in (available within 24 hours of international routes), please select "Add to Apple Wallet.”
  • You can register for each flight through the "Add to Apple Wallet" screen.
  • Note: Wallet is not available for use at some airports in Asia/Oceania.
  • Please pick up boarding passes for other airlines at the departure airport of the ANA operated flight on the day of departure.
  • Please refer to our Online Check-In page to learn more about the procedure and to view a list of airports that accept mobile boarding passes.
ANA ticket within Apple Wallet

Step Two: Register your pass with the app.

  • Tap "Add" on the upper right corner of the pass to complete registration.
  • The ANA pass will be recreated in your Apple Wallet, so simply open the app to view.
Explanatory image demonstrating how to display the back and front of the ticket

Step Three: Display your pass on the day of departure.

  • The TSA agent will scan the 2D code on your phone upon departure.
  • Simply tap the "i" icon on the lower right to view the reverse of the pass and check boarding information.
  • You can also check lounges you have access to on the back of your pass.
Flight Status Notification
  • Passengers will be notified of flight cancellations through the pass.
  • After viewing the notification and opening your pass, the change will be circled and the latest information will be displayed.
    • Note: The change will be circled only when accessing the pass from the notification.
  • This applies only to ANA international routes registered through Apple Wallet.
    • Japan domestic flights that were checked in using online check-in with international flights are not eligible for Wallet notification.
  • If the boarding time changes, the new time will be displayed and circled.
Terms and Conditions
  • The "Add to Apple Wallet" button will not appear on the boarding pass pick up screen for unsupported devices. In that case, please select another option.
  • Passengers can obtain a mobile boarding pass with a 2D barcode directly from their smartphones by selecting "obtain from mobile phone.”
  • Registration for the pass will need to be done per flight sector.
    • For those with two or more sectors, please register each sector separately.
  • The flight status notification will be delivered only if you are connected to the internet.
    • Note: Alerts may not be delivered at times due to reception or connectivity.
  • If you change your reservation (including seat assignments) after obtaining your pass, the changes will not be automatically reflected. To update the pass, you must add the pass again.
  • Tap the "i" icon on the lower right to check the boarding information.
  • The pass will not be automatically deleted after boarding. If you wish to delete the pass, you must do it manually.
  • The above image is representative of Apple Wallet.
  • iPhone, Apple Watch, iPod touch, and Wallet/Passbook are registered trademarks of Apple Inc. in the United States and other countries.

Tickets and e-Tickets

  • A ticket is either an e-Ticket Itinerary Receipt or electronic flight coupon issued by a carrier or designated agency.
  • The purchase of a ticket concludes a carriage contract between the operating airline(s) and the customer.
  • The passenger’s flight ticket information is stored by ANA as an electronic flight coupon, a copy of which is given to the passenger in the form of an e-Ticket Itinerary Receipt.
    • This receipt may be required for check-in and/or immigration procedures.
Sample e-ticket itinerary receipt
e-Ticket Itinerary Receipt
  • This is an A4-sized receipt containing the applicable fare/ticket information and itinerary.
  • Tickets issued by ANA contain a 13-digit number starting with 205.
  • The image below is a sample e-ticket itinerary only.
Ticket Rules
  • Tickets are valid only for the passenger indicated. Names cannot be changed and tickets cannot be transferred to others.
  • Please prepare your e-Ticket Itinerary Receipt for the relevant flight.
  • Tickets purchased at normal fares are valid for one year from the departure of the first flight sector (or the date of issue, if unused).
    • Special fares have different validity periods that apply accordingly.
  • Please use flight coupon in sequence from the place of departure indicated in the ticket.
    • If any sector is unused, the ticket itself and any remaining sectors will become invalid.
  • Ticket Serving Charge: Tickets for international flights newly issued over the phone with a customer service representative or at an ANA airport counter will as a rule incur a designated ticket service charge per passenger per ticket.
    • Multiple sectors may be included within the ticket.

Electronic Miscellaneous Documents

  • An EMD (Electronic Miscellaneous Document) is an electronic voucher issued by an airline or designated agency.
  • The EMD is of the value indicated on the front, and is issued as a coupon to be used for the purpose described thereon, or for handling fees.
  • Depending on the currency used for its payment, currency restrictions may prohibit the EMD being used in countries other than the country of purchase.
Sample EMD receipt
EMD Passenger Receipt
  • This is an A4-sized receipt containing fee information and details of the purpose of issuance.
  • Please inform the EMD number located on the top left when inquiring about changes or refunds.
  • EMDs issued by ANA contain a 13-digit number starting with 205.
  • The image below is a sample EMD Passenger Receipt only.
EMD Rules
  • Reservations Change Fee: Upon changing a reservation, an EMD may be issued as a receipt for the amount paid as a handling fee for making the change.
  • Residual Value for Refundable Balance: The EMD will display any refundable balance due to itinerary changes. If you purchased your flight tickets at a travel agency, please contact the relevant agency.
  • Upgrade: This is issued as a receipt upon making an upgrade that shows the required amount of miles or upgrade points to be deducted.
  • Paid Lounge Access: This is issued as a receipt for the amount paid to use this service.
  • EMDs are also issued upon the purchase of other services.
Example Usage
  • EMDs are valid only for the passenger indicated. Names cannot be changed and tickets cannot be transferred to others.
  • Please prepare your EMD Passenger Receipt when using the applicable service.
  • EMDs are valid for one year from the date of issue.
  • Ticket service charges do not apply for EMD issuance.

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.

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.

Train station

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.