ANA: what to check and what to do next.

Before you send a request

Record what happened in your own words. Keep the itinerary, payment receipts and the airline’s explanation. Separate a refund of a charge from reimbursement of an expense and from statutory compensation: qualifying for one does not settle the others.

Check the airline that actually operated the affected flight. A logo on your ticket does not by itself establish the operating company or governing law. Act promptly on baggage problems; initial reporting and a later written claim can have different time limits.

Delay

Ask ANA about rerouting or an unused-travel refund after qualifying disruption; airline responsibility and force majeure have different terms.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Applies from 2026-05-19; earlier travel needs its historical policy.

Provision: Article 14(B)–(C)

Next step: Keep the itinerary and receipts; ask the airline to review this provision.

• The route, cause and available arrangements matter.
• Mandatory law can provide additional rights; this summary is not a payment guarantee.

Official ANA source ↗ · Checked 2026-10-15 · Conditions effective 2026-05-19

Cancellation

For a cancelled ANA flight, request the rerouting or refund option applicable to the cause and affected itinerary.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Applies from 2026-05-19; earlier travel needs its historical policy.

Provision: Article 14(B)–(C)

Next step: Keep the itinerary and receipts; ask the airline to review this provision.

• Domestic and international travel have different provisions; mandatory law takes priority.
• Mandatory law can provide additional rights; this summary is not a payment guarantee.

Official ANA source ↗ · Checked 2026-10-15 · Conditions effective 2026-05-19

Missed connection

If ANA causes a missed reserved connection, request rerouting or refund review; an inbound delay caused by another carrier is treated differently.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Applies from 2026-05-19; earlier travel needs its historical policy.

Provision: Article 14(B)(2), (C)(2)–(3)

Next step: Keep the itinerary and receipts; ask the airline to review this provision.

• Keep the full reservation and identify which airline caused the missed connection.
• Mandatory law can provide additional rights; this summary is not a payment guarantee.

Official ANA source ↗ · Checked 2026-10-15 · Conditions effective 2026-05-19

Downgrade

If ANA requires a lower cabin, request the applicable segment-fare reimbursement and retain your original baggage allowance.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Applies from 2026-05-19; earlier travel needs its historical policy.

Provision: Article 14(C)(3)–(4)

Next step: Keep the itinerary and receipts; ask the airline to review this provision.

• International and domestic formulas differ; another codeshare operator uses its own terms.
• Mandatory law can provide additional rights; this summary is not a payment guarantee.

Official ANA source ↗ · Checked 2026-10-15 · Conditions effective 2026-05-19

Refund dispute

Distinguish a voluntary cancellation from an involuntary refund; unused and partly used tickets have different calculations.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Applies from 2026-05-19; earlier travel needs its historical policy.

Provision: Articles 13 and 14

Next step: Keep the itinerary and receipts; ask the airline to review this provision.

• Cause, route, fare and original ticket use matter.
• Mandatory law can provide additional rights; this summary is not a payment guarantee.

Official ANA source ↗ · Checked 2026-10-15 · Conditions effective 2026-05-19

Delayed baggage

Report the delayed checked bag to ANA now. Request assessment of documented losses and keep essential-purchase receipts.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Applies from 2026-05-19; earlier travel needs its historical policy.

Provision: Articles 20 and 21

Next step: Get a baggage report number; send a written claim with receipts.

• Written delay complaint no later than 21 days after availability, excluding that date. Domestic exceptions to the notice bar require separate review.
• Published conditions and mandatory law require fact-specific review; no payment is guaranteed.

Official ANA source ↗ · Checked 2026-10-16 · Conditions effective 2026-05-19

Lost baggage

Ask ANA to assess the missing bag and its contents using evidence of their value. A liability limit is not an automatic payout.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Applies from 2026-05-19; earlier travel needs its historical policy.

Provision: Articles 20 and 21

Next step: Keep the bag tag, report number and an itemized contents list.

• Written loss complaint no later than 21 days after expected availability, excluding that date; notify immediately and document the loss.
• Published conditions and mandatory law require fact-specific review; no payment is guaranteed.

Official ANA source ↗ · Checked 2026-10-16 · Conditions effective 2026-05-19

Damaged baggage

Report checked-bag damage to ANA and request a compensation assessment. Keep the bag, photographs and evidence of its value.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Applies from 2026-05-19; earlier travel needs its historical policy.

Provision: Articles 20 and 21

Next step: Report promptly; keep the damaged bag available for inspection.

• Written complaint immediately on discovery and within seven days after receipt, excluding that date. Inherent defects and passenger contribution matter.
• Published conditions and mandatory law require fact-specific review; no payment is guaranteed.

Official ANA source ↗ · Checked 2026-10-16 · Conditions effective 2026-05-19

Denied boarding

If ANA has more checked-in passengers with confirmed reservations than seats, it first seeks volunteers. Involuntary boarding denial then follows its boarding priorities.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Applies from 2026-05-19; earlier travel needs its historical policy.

Provision: Article14(D) — oversales

Next step: Ask for the reason in writing, replacement travel or refund options, and the compensation rules for your departure country.

• Late check-in, missing documents and safety refusals differ from overbooking. Voluntary rewards are negotiated separately.
• Published conditions and mandatory law apply; payment is not guaranteed.

Official ANA source ↗ · Checked 2026-10-17 · Official published source checked 2026-10-17

Missing paid extras

If ANA changes your paid advance seat to a free seat for airline reasons, its international seat policy refunds the seat charge. An exit-row change can qualify for the difference.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Provision: Paid Advance Seat Reservation — points to note

Next step: Contact the EMD issuer with your paid-seat receipt and replacement seat details.

• A changed seat number within the same category is not the same as losing the paid category; voluntary changes and partner flights differ.
• Published conditions and mandatory law apply; payment is not guaranteed.

Official ANA source ↗ · Checked 2026-10-17 · Official published source checked 2026-10-17

Meals and accommodation

For qualifying ANA-caused disruption in Japan, ANA covers accommodation or transport within its specified limits, such as a necessary overnight stay after cancellation.

Scope: Only itineraries between JP under the cited tariff.

Provision: Expenses associated with involuntary changes

Next step: Confirm eligibility and the allowance with ANA; keep receipts and use its expense reimbursement process.

• This record covers Japan domestic accommodation/transport, not a worldwide meal entitlement. Cause, timing and ticket type affect the procedure.
• Published conditions and mandatory law apply; payment is not guaranteed.

Official ANA source ↗ · Checked 2026-10-17 · Official published source checked 2026-10-17

Voucher dispute

ANA’s EMD vouchers are for the named passenger and stated service, normally valid one year. A refundable residual balance differs from a non-refundable service receipt.

Scope: ANA EMD service/residual-value documents only; other credit products remain separate.

Provision: Electronic Miscellaneous Documents — EMD rules

Next step: Ask the EMD issuer to check its purpose, validity and refundable balance; have the 13-digit document number ready.

• This covers ANA Electronic Miscellaneous Documents, not gift vouchers, SKY COINS or every promotional credit. Do not share the full document number publicly.
• Published conditions and mandatory law apply; payment is not guaranteed.

Official ANA source ↗ · Checked 2026-10-17 · Official published source checked 2026-10-17

Keep your request clear

Ask for the specific remedy supported by your records, attach copies rather than irreplaceable originals, and keep your submission confirmation. If an airline declines, save its reason before choosing an escalation route. Do not send full credit-redemption codes or account passwords to CoinTravel.

General policy information, not legal advice or an eligibility decision. Published terms may have changed and may differ from those on your travel date. Applicable law may provide additional rights. No payment is guaranteed.