ANA Airlines Cancellation Policy

Staying abreast of ANA Airlines’ cancellation policy, especially in these times, will help you save time and money. If your flight has been impacted by the coronavirus pandemic, you can cancel your ticket and apply for a refund without being charged a cancellation fee. 

The ANA cancellation policy allows you to cancel your ticket and ask for a penalty-free refund if: 

• The fare conditions of your ticket allow you to cancel it without penalty.
• ANA has cancelled your flight.
• ANA delays your flight due to equipment malfunction or other reasons directly attributable to ANA and the alternative flight offered to you does not suit you.
• Your ANA-operated flight is to/from/via an airport in Japan and:
  • Your ticket was issued on or before June 10, 2021, and 
  • Your flight’s departure date is between February 26, 2020, and October 30, 2021
• You book a ticket to/from the United States and cancel it within 24 hours, as long as you:
  • Book at least 7 days before departure 
  • Book via ANA Sky Web USA, ANA’s Customer Service Center, or an ANA ticketing counter at a U.S. airport
• The passenger on the flight booking dies—in which case the deceased passenger, an immediate family member of the deceased passenger, or a passenger accompanying the deceased passenger is eligible for a refund both before and after travel commencement, subject to presentation of a death certificate.
• A passenger’s immediate family member dies, regardless of whether the immediate family member is accompanying the passenger on the flight, in which case the passenger is eligible for a refund. The refund request can be made both before and after travel commencement, as long as the passenger can present a copy of the family member’s death certificate to ANA.
• You were denied boarding due to no fault of yours, such as due to overbooking. 

If you have any queries relating to ANA’s cancellation policy, call us and speak with a travel expert.

Note. If you purchased your ticket from a travel agency or a travel website, you must contact them directly to process your refund. 

ANA 24-Hour Cancellation Policy

What is the ANA cancellation policy for flights to/from the United States?

The ANA 24-hour cancellation rule refers to a US Department of Transport regulation that allows you to cancel any flight ticket to/from the United States within 24 hours if you book it at least 7 days before departure. 

ANA’s 24-hour cancellation policy allows you a full refund of any ticket booked to/from the United States (incl. non-refundable tickets) within 24 hours of purchasing it, if: 

• You book the ticket at least 7 days before departure, and
• You book the ticket via ANA Sky Web USA, ANA’s Customer Service Center, or an ANA ticketing counter at a U.S. airport

ANA Cancellation Policy Due to Death

What is the ANA cancellation policy in case of death?

ANA allows passengers to cancel their flight without incurring a cancellation fee in case of the passenger’s death, or the death of an immediate family member of the passenger—regardless of whether the family member is accompanying the passenger. 

To qualify for a refund, the next of kin of the deceased passenger, or the passenger whose family member has died, must submit a copy of the death certificate with ANA by fax or email (or physically at ANA’s City/Airport office. 

ANA Cancelled Flights Policy

If ANA cancels your flight and the alternative flight offered to you does not suit you, you have the option to either take the alternative flight at no additional cost or cancel your flight and ask for a refund. 

Note. If your ANA flight is cancelled for reasons within ANA’s control (and not due to bad weather, air traffic reasons, etc.), you are entitled to receive reimbursement of costs incurred by you on accommodation, public transport, etc., as a result of the flight cancellation.

ANA Cancellation Policy for Domestic Flights within Japan

What is the ANA cancellation policy for flights within Japan?

An important point to remember is that ANA charges both a cancellation fee and a refund fee unless stated otherwise on your ticket’s fare conditions. 

• If you’ve purchased a domestic flight ticket for travel within Japan with a travel date on/after October 1, 2019, you will incur a refund charge of JPY 440 per sector, regardless of when you purchased your ticket and your travel date. 

• If you request a refund simultaneously for a return journey or a connecting sector flight, the refund fee will be JPY 440 for both the sectors for the following fares:
  • Premium ANA Card Holder’s Discount Fare
  • ANA Card Holder’s Discount Fare 
  • ANA Value Transit/Transit 7/Transit 28
    
• No refund charges will apply to Individual Inclusive Tour Fares.

ANA Cancellation Fee for Domestic Fares

What are ANA’s cancellation charges for domestic flights?

The cancellation charges for domestic flights within Japan will depend on your fare type, as shown in the tables below. 

Special Cases for Refunds and Domestic Flight Changes within Japan

If you’re unable to travel due to illness or a similar reason, you can:

• Change your flight within 30 days of your departure date.
• Ask for a refund without being charged a refund or cancellation fee.

However, you must cancel or change your ticket before your flight departs and submit a doctor’s note, etc., to prove that you were unable to catch the flight due to illness or a similar reason. 

How to Request a Refund

If you purchased your ticket directly through ANA (website, Reservation/Call Center, or Airport Counter), you can cancel a paid ticket: 

• On phone or the country office in your region 
• Through the ANA ticketing office you purchased your ticket from 
• At an airport counter 
• Online through ANA’s Search Reservation page by providing your reservation number or e-ticket number (see below). If you see Exempt from Handling Fees on the View Reservations page, it means you will not be charged a handling fee; otherwise, you will. 

Note

• You must request a refund at least 24 hours before departure. 
• If you purchased your ticket via ANA’s Mexico site, you will need to call the ANA office in Mexico by phone to ask for a refund. 
• The refund process time can take a few months. 
• You will receive a refund statement by email after your request has been processed. 
• If you want to refund an award ticket, you must call ANA and request for the miles to be refunded to your account. 
• If you purchased your ticket from a travel agency, you must contact them directly to process your refund request. 
• If you purchased a paid service directly from ANA, you can ask for a free refund by calling ANA on or your local ANA reservations/ customer service center. 

When requesting a refund, you will not be charged a handling fee if:

• Your flight departs within 24 hours 
• You’re unable to request a refund from ANA’s website
• Refund charges will apply to your refund
• Your refund request relates to an award flight 
• The refund request period relates to:
  • Before the itinerary’s starting date, i.e., 1 year and 30 days from the ticket’s issue date. 
  • After the commencement of the itinerary, i.e., 1 year and 30 days from the commencement of travel. 

• After you cancel your flight:
  • Paid services like exclusive dining, etc., will stand cancelled
  • The fee paid by you for the unused flight sectors will be refunded to you 
• Even if your departure date has passed, you can request a refund over the phone without incurring a handling fee if:
  • Your ticket qualifies for special handling
    (refer to the fare conditions on your ticket or call ANA)
• You request within the permissible refund period
  (i.e., 1 year and 30 days from the ticket’s issue date or commencement of travel)

Voluntary Refunds

You can request a refund online via ANA’s website if you purchased your ticket directly from the ANA website.

ANA Tickets/EMDs Eligible for Refunds

You can refund international ANA flight tickets starting with 205 (issued by ANA) and EMDs, i.e., Electronic Miscellaneous Documents used for settling optional services at the locations mentioned below. If your international flight ticket or EMD was issued by another carrier, you will need to contact that carrier directly to process your refund. 

Refund Validity

ANA accepts refund requests (for tickets and EMDs) for up to 1 year and 30 days: 

• From the date of the first flight, or 
• The date of issue of the unused ticket/EMD

Refund Amount

What refund am I entitled to on ANA?

• Your refund amount will be equal to the total amount paid by you minus any applicable handling fees and taxes, incl. Passenger Service Facility Charge. 
• If you’ve used a part of your ticket, the refund amount will be equal to the total amount paid by you minus the portion of the fare already used by you minus any applicable taxes and fees, incl. the Passenger Service Facility Charge. 

• You’re not allowed to refund a non-refundable fare.
• Handling fees for flight changes and refunds may be subject to additional tax, depending on the country and your route. 
• If you make a refund request after changing your reservation, the stricter fare rule of the changed fare will apply.
• For EMDs, the refund amount (if any) will be equal to the total amount paid minus the applicable cancellation charges. The cancellation charges may be subject to additional taxation, depending on the country and flight route. 

ANA Refund Charges and Cancellation Fee

• If your ticket’s fare conditions mention a cancellation fee and a refund fee, then the fees mentioned on your ticket will be charged. The cancellation fee can be as much as USD 500. 
• The handling fee payable by you may be subject to additional taxation, depending on your country and flight route. 

ANA Refund Methods 

• If you purchased by credit card, the refund will be credited to the same credit card. This can take between 1 – 2 months, depending on when you asked for the refund and the credit card’s processing times.
  • Some credit card companies process the refund first and charge their service fee later, while others may do it differently. For details, get in touch with your credit card company.
  • Refunds may take longer if your itinerary also involves other airlines. 
• If you purchased by cash, the refund will either be deposited into your bank account minus a bank transfer fee, or you may be issued a check if your ticket was issued outside of Japan.
  • Refunds are generally made to the person whose name appears on the ticket. 
  • You will be asked to identify yourself through a valid identification document (passport, driver’s license, insurance card, etc.), your ANA Mileage Club card/membership number, or a letter of authority. 
  • Cash refunds are normally issued after 10 days of receiving the request, except during the New Year period/holiday season. Processing times can stretch further if many flights are cancelled simultaneously due to bad weather, other extreme conditions, or if your flight itinerary involves other airlines.  
• If you purchased your ticket with an ANA Value Voucher, ANA will refund the Value Voucher. 
• If you purchased your ticket with ANA SKY COINS, ANA will refund the ANA SKY COINS to your account. However, you will not be entitled to a refund if your ANA SKY COINS have expired on the request date. 

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Frequently Asked Questions on ANA Airlines Cancellation Policy