Overview
All Nippon Airways (ANA), Japan’s largest airline and a Star Alliance member, offers a flexible flight change policy to accommodate passengers needing to modify their travel plans. Changes can be made online via the ANA website or app’s Manage Reservations portal, through the ANA Customer Service Center, or at airport counters, subject to fare rules and availability. Some restrictions apply for bookings made through third-party agents or for certain fare types.
Key Policy Highlights
- Risk-Free Period: Changes or cancellations are free within 24 hours of booking for tickets purchased directly through ANA’s website, app, or Customer Service Center, provided the departure is at least seven days away. This applies to both domestic and international flights but not to group bookings or certain award tickets.
- Eligible Tickets: Most fare types, including Economy, Premium Economy, Business, and First Class, allow changes. Super Value and Value fares may be non-changeable or incur fees, while Flex and ANA Flex Special fares offer greater flexibility with no change fees. Award tickets may have specific change conditions.
- Fare Difference: If the new flight is more expensive, passengers must pay the fare difference. If cheaper, a refund or credit may be issued for Flex fares, but non-refundable fares like Super Value do not receive credits for the difference.
- Change Fees: Fees vary by fare type, route, and timing. Super Value and Value fares may incur a fee, while Flex and ANA Flex Special fares allow fee-free changes up to 24 hours before departure. Additional service fees may apply for changes made offline via the Customer Service Center or airport counters.
- Same-Day Changes: Same-day changes are permitted up to 24 hours before departure for eligible fares, subject to availability in the same booking class. The new flight must have the same origin and destination. Fees may apply for non-flexible fares, but Flex fares and elite ANA Mileage Club members may qualify for fee waivers.
- Name Changes: Full name changes or ticket transfers are not permitted. Minor corrections for spelling errors (up to a few characters) or legal name changes (e.g., due to marriage) are allowed with documentation, typically free within 24 hours of booking.
- Third-Party Bookings: Tickets booked through travel agencies or third-party platforms must be changed through the original booking source, and ANA’s policy may not fully apply.
- Time Restrictions: Changes must be made before the flight’s departure. No-show passengers who fail to change or cancel before departure may forfeit the ticket’s value, and onward or return flights may be canceled. For international flights, changes are allowed up to 24 hours before departure or six hours before the new flight, whichever is sooner.
- Codeshare Flights: For flights operated by partners like United Airlines or Lufthansa under an ANA flight number, the operating carrier’s change policy applies, which may differ from ANA’s rules.
How to Change Your Flight
Online:
- Visit the ANA website or app and navigate to the “Manage Reservations” section.
- Enter your six-character reservation number or e-Ticket number and last name to retrieve your booking.
- Select the flight to modify, choose a new date or itinerary, and review any fees or fare differences.
- Complete the payment process, if applicable, and receive confirmation via email.
Offline:
- Contact ANA’s Customer Service Center via phone for assistance.
- Visit an ANA ticket counter or city office at the airport for in-person changes.
Special Circumstances
- Airline-Initiated Changes: If ANA cancels or significantly delays a flight (e.g., over three hours), passengers can rebook on another ANA-operated flight without fees or request a full refund, including taxes and fees. EU/UK passengers may be eligible for compensation under EC 261/2004 for delays or cancellations within ANA’s control, unless caused by extraordinary circumstances like weather.
- Medical or Bereavement: In cases of illness, injury, or bereavement, passengers can change to another flight within 30 days of the original departure date without fees, provided a medical certificate or other documentation is submitted.
- Multi-Airport Changes: For domestic flights, changes between specific airports (e.g., Haneda and Narita in Tokyo, or Itami, Kansai, and Kobe in Osaka) are allowed for eligible fares, with passengers responsible for travel costs between airports. Fare differences may apply.
Additional Notes
- Non-Transferable Services: Extras like seat selection, lounge access, or baggage allowances may not transfer to the new flight and may need to be repurchased. Refunds for unused services may be available.
- International Flights: Changes to international flights may involve additional taxes or restrictions based on destination-specific regulations. Fare recalculation is based on the new itinerary’s availability.
- ANA Mileage Club Award Tickets: Changes to award tickets are allowed for a fee (e.g., a set amount of miles for domestic flights), except for unused segments, and must maintain the same route and carrier. Taxes and fees are locked after the itinerary begins, potentially avoiding increased surcharges.
- Check-In Requirements: Online check-in is available 24 hours to 75 minutes before international flight departure and requires a mobile or printed boarding pass. Domestic flight check-in may have different deadlines.
