HELP CENTER

When you entrusted baggage for ANA, ANA will be handled with the utmost care until it reaches final destination, but there may be some cases in which baggage is damaged or does not reach its final destination due to unwanted reasons such as inclement weather or facility requirements. In this case, the airline apologizes in advance for any major inconveniences caused to our customers as a result of loss of baggage.

If you cannot collect checked luggage at your final destination, you need to report the issue at once to ANA. ANA will help locate your baggage and implement any necessary procedures on your behalf.

Locating Baggage: ANA can help locate your baggage by implementing a baggage search system used jointly by the major airlines. The airline will often contact you every day regarding the results to locate your luggage, and you can check the latest information regarding the search via the following link. In order to use the latter system, you will need a baggage loss registration code; if you do not have this code, please contact the airport where you made your initial report.

Baggage Tracing System: Only passengers who take ANA group flights (ANA/AJX) may use this Baggage Tracing system. If you are connecting from ANA to another airline and you cannot collect your baggage at your final destination, you cannot use this system. Please report lost baggage to the airline serving you on the final destination of your trip (or the operating airline for sharecoded flights).

Declaration of Contents: So as to expedite the result search for your baggage, you may be asked to provide details regarding the baggage contents. This institutes important information which will be used for reference when processing to make a compensation.

Compensation in the unfortunate case that your baggage is not found following a search, ANA will process to issue compensation 30 - 45 days following your arrival according to the International Conditions of Carriage. A search can be extended to up to 100 days if you so wish.

A designated manager will help and provide concrete guidance regarding necessary details such as how compensation will be issued and how much is the amount of compensation.

You need to collect your checked Baggage after arrival and before passing through customs inspection. In case you leave baggage behind, please contact your arrival airport at once. The following information is applicable for airports within Japan. As procedures may be various by country, passengers arriving at airports out of Japan should inquire at the arrival airport.

Return of Baggage:
- For passengers passing through customs themselves: Please return to the arrival airport after first contacting at the airport. A staff of ANA will guide you the way to the Customs Office.
- For Passengers Using a Customs Agent: ANA will cooperate directly with a customs agent according to your wishes. (It may take several days).

Required Documentation:
a) A copy of your passport: including the photograph page and the page stamped at the time of entry into the country. ANA may not be able to handle your request if the above copy is not clear enough.
b) Application / Authorization Letter

In principle, only an original application / authorization letter can be accepted, copies cannot be accepted.

Please deliver all necessary documents directly to the airport by hand or send them by postal mail.
Download Application / Authorization Letter.

Return of Baggage
In case you make use of a customs agent, your baggage will be delivered to a place of your choice. In principle, passengers will be responsible for any shipping charges.

Pick-up by a customs agent can typically be performed the day your documentation is received. ANA will contact you again regarding delivery times.

Until 24 hours before the scheduled departure time of the international flight: Auto Check-in is available when all required information has been registered. You note that seats must be pre-assigned by 3 days prior (4 days for flights departing midnight) to the departure date. Between 24 hours until 75 minutes before the departure time of the international flight (local time), Online Check-in is available.

You can check in when you meet the following conditions: the first flight sector is operated by All Nippon Airways, in addition to a same day connection for the flight operated by another airline. Furthermore, please be advised that depending on the other airline's computer system or due to constraints of the connecting airport, it may not be possible to issue a boarding pass for the connecting flight.

Even though you have completed Online Check-in, airports in North America as well as some airports in Asia will require procedures at the Baggage Drop-off counter or International Self Check-in machine during the check in counter. Please pick up your boarding pass either at the Baggage Drop-off counter or International Self Check-in machine during the check-in counter operating hours.

It is a function which lets you auto- check-in 24 hours before the departure time of international flight when you complete the register all important information required for Online Check-in. We will send you a notification e-mail to the registered e-mail address, which consists of information on how to obtain the boarding pass. Please obtain either the mobile boarding pass or print out the boarding pass and bring it with you to the airport.

Yes, it is possible to change seats from the "Confirm Check-in Status" page via Online Check-in. If you already made a change of seats, make sure to print out a new boarding pass before go the airport, or re-obtain your new mobile boarding pass by requiring to receive it via registered e-mail address.

You can receive another boarding pass at either the departure airport Baggage Drop-off counter or the International Self Check-in machine.

Yes, you can cancel Online Check-in. Please access to proceed from the "Online Check-in" page and click the [Cancel Online Check-in] button.

Online Check-in is a very convenient service which enables passengers to complete check-in procedures and issue boarding passes in advance of time without having to do so at the airport on the day of flight departure.