Changes and Refunds[International Flights]

Voluntary Changes and Refunds

At ANA, reservation changes and refunds will be handled pursuant to the following after ticket purchase.
Please contact ANA by phone, ANA city ticketing counter or International airport ticketing counter for details of reservation changes and refunds procedures.
Tickets purchased via ANA Website may be changed/refunded via ANA Website.

1. Reservation Changes

(1) Tickets

Changes can be made for tickets purchased with fares for which this is permitted. Some fare rules may not allow reservation changes, or handling fees may apply. 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.

(2) EMD

Please see the relevant service information page when making changes to service usage times (e.g. paid lounge access).
The validity period can be extended for exchange/reissue only in the case of unspecified transportation EMDs.

(3) Exchange/reissue service charge (ESC)

1. Tickets
The exchange/reissue service charge is waived for changes made on the ANA website.
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 (multiple sectors may be included).
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. Please see the exchange/reissue service charge section for details.

2. EMD
An exchange/reissue service charge is incurred when the validity period is extended to carry out exchange/reissue.

2. Refunds

(1) Tickets/EMD eligible for refunds

International tickets (ticket numbers starting with 205) and EMDs (EMD numbers starting with 205) issued by ANA
Note: Please contact the relevant carrier for international tickets/EMDs not issued by ANA (includes those from other carriers reissued by ANA).

(2) Where to Apply for Refund

Place of Purchase Where to Apply for a Refund
ANA website ANA website or ANA by phone in each country
ANA by phone ANA by phone in the country of purchase
ANA International airport ticketing counter within Japan ANA by phone in Japan or
ANA International airport ticketing counter within Japan (Note)
ANA city ticketing counter outside Japan or ANA airport ticketing counter outside Japan In principle, ANA city ticketing counter at the country of purchase
Travel agency within Japan Travel agency where ticket was purchased
Travel agency outside Japan Travel agency where ticket was purchased

*Depending on the currency used for the payment, a refund may not be possible outside the country of purchase due to currency restrictions.
*Refunds made outside Japan may be made by check.
*The refund will be made in the local currency.

Note: For purchases made with large sums of cash (including purchases using ANA travel vouchers), refund requests cannot be accepted at airport counters. For further details, please contact ANA in Japan by phone.

(3) Validity for Refund

1. Tickets
Refund requests are accepted within one year and 30 days of the date of the first flight sector on the ticket (or the date of issue if unused), after confirmation of the e-Ticket Itinerary Receipt and the submission of the necessary information.

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

(4) Refundable Amount

1. Tickets
Before first flight sector: refunds are calculated by subtracting the relevant handling fees from the total amount paid (includes taxes/fees).
After first flight sector: the refund is calculated by subtracting the handling fees, the fares for used sectors, and the taxes/fees for unused sectors from the total amount paid.
Note: Refunds may not be available for some fares.

2. EMD
If cancellation charges have been specified, the refund amount will be calculated by subtracting the designated charges from the amount paid.
Note: Refunds may not be applicable due to EMD usage restrictions.

(5) Refund Charge/Cancellation Fee

◇ Ticketing on/after April 1, 2011
If a ticket or EMD contains fare restrictions that limit the refundable value and require a cancellation fee to be deducted per one person/ticket or EMD upon refund.
* INR300 will be collected per a Ticket or per an EMD issued when the ticket or EMD issued in India or through ANA Website India site.

(6) Refund Methods and Processing Time

◇ When paid by credit card
A refund will be made to the credit card account used to purchase the ticket.

This may take up to one to two months depending on when the refund request is received, and the closing date and refund processing procedure conditions of the applicable credit card company.
*In some cases, the ticket purchase and the refund request are processed first and the service fee is charged at a later time, while in other cases the ticket purchase is processed first, and the ticket amount, less the handling fee, is refunded at a later time. For details, please contact your credit card company.
*Extra time may be necessary if coordination with other airline companies is required.

◇When paid in cash
Cash will be deposited into your bank account (any bank transfer fees are borne by the passenger), or a check will be issued (may apply to certain areas outside Japan upon ticket issuance).
*As a general rule, the person who is named as the passenger on the ticket will receive the refund. For identification purposes, you may be asked to present your ANA Mileage Club membership number, an official identification document, or an authorization letter.
Official identification documents: Passport, driver's license, insurance card, residence card (for non-Japanese nationals residing in Japan), ward/city/town/village residence card, pension booklet, etc.

The refund will be issued to the specified account within approximately 10 days after the refund is processed.
*Refunds may take more than 10 days in some cases, especially around the year-end/New Year holiday period.
*Processing time may even be longer in certain situations, such as during the failure of financial institution systems, or when numerous flights have been canceled due to inclement weather.
*Extra time may be necessary if coordination with other airline companies is required.

Involuntary Changes and Refunds due to Irregularities beyond ANA's control (such as bad weather)

Customers who experience delays and cancellations which are caused by circumstances beyond ANA's control (bad weather, etc.) can receive refunds or be rebooked onto another ANA-operated flight.
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.

When your confirmed flight is delayed or cancelled, ANA will offer involuntary changes or refunds upon your request.Please see below for details.

Involuntary Changes and Refunds due to ANA's responsibilities (such as aircraft maintenance)

If flight delays or cancellations occur as a result of equipment malfunctions or other reasons which are 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.

When your confirmed flight is delayed or cancelled, ANA will offer involuntary changes or refunds upon your request.Please see below for details.