Frequently Asked Questions About Flight Changes/Cancellations

Here you can find information about how ANA handles tickets when reserved flights are cancelled or delayed due to poor weather or mechanical issues.

Frequently Asked Questions About Flight Changes/Cancellations

Q: I received an email saying the flight I reserved has been delayed/cancelled. What should I do?

A: We apologize for the inconvenience. Please do not worry as you can complete the necessary procedures at a later date if needed.
Please complete the following procedures within the 10 days following the departure date on your reservation.

To cancel your reservation

Reservation

Handling fees

Payment

Please cancel your reservation via the ANA or ANA@desk website.*1 Handling fees will not apply. (You will not be invoiced.) You will not be invoiced for your flight.*2
  • *1 Please contact ANA@desk Support if you have other reservations that will be affected by the delay or cancellation.
  • *2 If you have boarded one sector and do not intend to use the other, you will need to complete the following procedures. In this instance, we kindly ask that you contact ANA@desk Support.

Fare

Contact deadline

Reason

Flex Roundtrip Fare Within the 10 days following the departure date of the first sector To apply the cost of the Flex Roundtrip Fare to the first sector of your reservation
Flex Fare for ANA@desk User Within the 10 days following the departure date of the first sector To be exempted from payment for the second sector
Flex Fare for Tokyo-Osaka Shuttle Within the 10 days following the departure date of the first sector To be exempted from payment for the second sector

To change your reservation (procedures differ based on fare type)

(Flex Fare, Flex Roundtrip Fare, Flex Tickets for ANA@desk User, Flex Fare for ANA@desk User, Flex Fare for Tokyo-Osaka Shuttle, Shareholder's Benefit Discount, etc.)

Reservation

Handling fees

Payment

You can change your reservation via the ANA or ANA@desk website. Please change your reservation so that the details match those on your original delayed/cancelled flight reservation.*1 Handling fees will not apply. After changing your reservation, you will be invoiced for flights that you have actually boarded.*2
  • *1 Please change your reservation within the 10 days following the departure date on your reservation. You may change your reservation to a new flight departing within 30 days of the reserved departure date.
  • *2 If the fare for the new flight is less than that of the cancelled flight, you will be invoiced for the newer, cheaper fare.

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(Basic Fare, Value Fare, Transit Value 28 Fare, Transit Basic 7 Fare, Transit Basic Fare, Premium Basic Fare, Premium Value Fare etc.)

Reservation

Handling fees

Payment

You can change your reservation via the ANA or ANA@desk website. Please change your reservation so that the details match those on your original delayed/cancelled flight reservation.*1 Handling fees will not apply. You will be invoiced for the fare for the delayed/cancelled flight.
  • *1 Please change your reservation within the 10 days following the departure date on your reservation. You may change your reservation to a new flight departing within 30 days of the reserved departure date. You may only change your reservation only once. However, you will be able to change your reservation again if the flight you change your reservation to is also delayed or cancelled.

You can also change your reservation via the ANA or ANA@desk website. Please change your reservation via Alternative Flights on the reservation confirmation screen.

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Reservation

Handling fees

Payment

Please contact ANA@desk support about these reservations.*1
As you will be unable to use the SKiP Service, we kindly request you to complete your boarding procedures at an ANA airport counter.
Handling fees will not apply. You will be invoiced for a Premium Fare but ANA will refund the fare difference between the Premium and Economy Class fares based on the unused flight coupon adjustment chart. Refunds cannot be provided at the airport.
  • *1 Please change your reservation within the 10 days following the departure date on your reservation. You may change your reservation to a new flight departing within 30 days of the reserved departure date.

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(Changes may be made even for fares which do not allow changes.)

Reservation

Handling fees

Payment

Customers cannot make this type of change themselves. Please contact ANA@desk support.*1 Handling fees will not apply. This will differ depending on the fare after the change has been made. Please contact ANA@desk Support for more information.
  • *1 Please change your reservation within the 10 days following the departure date on your reservation. You may change your reservation to a new flight departing within 30 days of the reserved departure date. You can use the ticket for your cancelled flight when changing from a direct to an indirect flight. Tickets can be used interchangeably between the airports specified below. (The ticket for your flight that was cancelled can be used on the new sector.)

The airports specified below can be used interchangeably. Customers cannot make changes to sectors by themselves other than those listed below. Please contact ANA@desk Support.

Routes to/from Tokyo
Haneda and Narita Airports
Routes to/from Osaka
Itami and Kansai Airports, Kansai and Kobe Airports, and Kobe and Itami Airports
Routes to/from Northern Kyushu*
Fukuoka and Kitakyushu Airports, Kitakyushu and Saga Airports, and Saga and Fukuoka Airports
Routes to/from Hiroshima and Iwakuni*
Hiroshima and Iwakuni Airports

*Only applies when using ANA-operated flights.

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You may change your reservation to an alternative flight with another airline without having to pay a handling fee.
Unlike changes due to poor weather conditions, flights reserved with fares exclusive to ANA@desk (e.g., Flex Fare for ANA@desk Users and Flex Tickets for ANA@desk User) and Premium Fares can be changed to those operated by other carriers if there are mechanical issues. Please contact ANA@desk Support for more information. You may change your reservation to a new flight operated by one of the following airlines with whom ANA has an Interline Traffic Agreement.

- IBEX Airlines
- AIR DO
- Solaseed Air
- StarFlyer
- Oriental Air Bridge
- JAL Group Airlines

Reservation

Handling fees

Payment

Please make reservations by yourself for any new flights operated by other airlines.*1 Handling fees will not apply. You will be invoiced for the fare for the flight that was cancelled (ANA flight).*2 *2
  • *1 Please make changes within the 10 days following the departure date on your reservation.
    You may change your reservation to a new flight departing within 30 days of the reserved departure date.
    Please come to the ANA airport counter on the departure date of your new flight. We will complete procedures that will allow you to board the flight with the ticket you already have.
    If the fare on your reservation does not allow changes (Basic Fare, Value Fare, etc.) you will not be able make further changes after switching to another flight.
  • *2 You will be invoiced the month after boarding as part of your regularly monthly invoice.

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Reservation

Handling fees

Payment

Please cancel your reservation via the ANA or ANA@desk website.*1 Handling fees will not apply. (You will not be invoiced.) You will not be invoiced for your flight.*2
Note: To cancel your reservation, please refer to 1. above.
  • *1 Please contact ANA@desk support if you have other reservations that will be affected by the delay or cancellation.
  • *2 Customers will be responsible for related expenses such as additional travel expenses.

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You may change your method of transportation to an alternative method of scheduled public transportation between the departure airport and arrival airport (trains, buses, etc.). Please make the arrangements for the alternative scheduled public transportation by yourself. If you need to pay related expenses such as fare differences between the cost of your original flight and the alternative scheduled public transportation, ANA will reimburse you within the scope determined by the company.

[If the public transportation used was less than your flight fare] Fare difference when ticket fare is more expensive than public transportation fare

Reservation

Handling fees

Payment

Please cancel your reservation via the ANA or ANA@desk website.*1 Handling fees will not apply. (You will not be invoiced.) You will not be charged for your flight
Note: To cancel your reservation, please refer to 1) above.
  • *1 Please contact ANA@desk support if you have other reservations that will be affected by the delay or cancellation.

[If the public transposrtation used was more than your flight fare] Fare difference when ticket fare is less expensive than public transportation fare

Reservation

Handling fees

Payment

Please cancel your reservation via the ANA or ANA@desk website.*1 Handling fees will not apply. (You will not be invoiced.) You will be invoiced for the fare for the delayed/cancelled fight, and ANA will pay the fare difference.*2
  • *1 Please contact ANA@desk Support if you have other reservations that will be affected by the delay or cancellation.
  • *2 Reimbursement
    Please send the following documentation along with a completed reimbursement form to ANA within the 10 days following the departure date of your reservation (the day the delay/cancellation occurred).
    1) Proof that you boarded an alternative flight, etc. (boarding pass, etc.)
    2) Original receipts for associated expenses (copies not permitted) *Receipts sent in the post cannot be returned.
    [Send to] Expense Reimbursement, ANA Ticketing Desk
    [Download Reimbursement Form] (Japanese only) [Example Form] (Japanese only)

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ANA will pay for fare differences and transportation/accommodation expenses incurred due to changing to alternative scheduled public transportation, within the scope determined by our company.
Please contact ANA@desk Support within the 10 days following the departure date on your reservation (the day the delay/cancellation occurred).

  • *You must submit original receipts in order to be reimbursed (copies not permitted).
  • *Expenses cannot be reimbursed when flights are cancelled/delayed for reasons beyond ANA's control, such as poor weather.
  • *ANA will not pay for meals or other expenses.
  • *Only boarding tickets and limited express tickets will be paid for when changing to alternative scheduled public transportation.
  • *As a rule, ANA will not pay additional expenses for travel from a new arrival airport (or to a new departure airport).
  • However, ANA will bear the actual cost of the following expenses.

You will be reimbursed a maximum of JPY 15,000.

Accommodation expenses

Transportation expenses

If you will need to travel the following day or thereafter and therefore need to stay at a hotel, etc. If you are unable to use scheduled public transportation to reach your destination because you will not make it to the arrival airport until late at night.
If you cannot use scheduled public transportation to get from the departure airport to where you are staying (including your own home or a friend's home).

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Q: The flight I was due to board was cancelled. I need proof of delay/cancellation - where can I get this from?

A: Please download a Certificate of Delay/Cancellation/Diversion from the ANA website.