All Nippon Airways Missed Flight Policy

Overview

All Nippon Airways (ANA)’s missed flight policy is governed by its Customer Service Plan and Contract of Carriage. The policy outlines options for passengers who miss their flights due to personal reasons or airline-related issues, such as delays or cancellations. Outcomes depend on the fare type, ticket conditions, and the reason for missing the flight. For flights to/from the EU or UK, EU/UK Regulation 261/2004 may apply.

Missed Flight Due to Passenger’s Responsibility

If you miss your flight due to arriving late, failing to check in on time, or lacking valid travel documents, the following applies:

• Non-Refundable Tickets: Most economy fares (e.g., Value or Standard) are non-refunded. If you miss your flight and are marked as a no-show, the ticket value is forfeited, and onward/return flights may be canceled. Airport taxes and fees may be refundable within one year and 30 days of the first flight sector’s departure date or ticket issuance if unused.
• Flexible Fares: ANA Flex Special or other flexible fares allow changes or cancellations up to 24 hours before departure without a fee. Rebooking is subject to availability and fare differences. Changes after the 24-hour window may incur fees of $100–$400, depending on fare type, destination, and timing.
• No-Show Policy: A no-show without prior cancellation results in ticket forfeiture and may incur a penalty of up to $300 for rebooking, plus fare differences. For ANA Mileage Club award tickets, missing a flight may lead to mileage forfeiture for the missed segment.
• Special Circumstances: If you miss your flight due to illness or injury, you may change to another flight within 30 days of the original departure date without fees, provided you submit a medical certificate. Refunds may also be available without cancellation fees.

Missed Connecting Flight Due to Airline Delays

If you miss a connecting flight due to a delay or cancellation of an ANA-operated flight within the same booking, ANA will assist as follows:

• Rebooking: ANA will rebook you on the next available flight to your final destination at no extra cost, including on partner airlines (e.g., Star Alliance members) if necessary.
• Right to Care: For delays within ANA’s control (e.g., technical issues), ANA provides meals, refreshments, communication access, and, if an overnight stay is required, hotel accommodation and transport to/from the airport. For delays beyond ANA’s control (e.g., weather), assistance may be provided at ANA’s discretion, but costs are typically borne by the passenger.
• Compensation: For EU/UK-regulated flights delayed 3+ hours at the final destination due to reasons within ANA’s control, you may be eligible for compensation of €250–€600, based on flight distance:
  • €250 for flights up to 1,500 km
  • €400 for flights between 1,500 and 3,500 km
  • €600 for flights over 3,500 km
  Compensation is not available for delays due to extraordinary circumstances (e.g., weather, air traffic control). For non-EU/UK flights, ANA may offer a goodwill gesture, such as a $50 discount code or 2,000 Mileage Plan miles, but this is not guaranteed.
• Refund Option: If you choose not to travel due to a significant delay or cancellation, you may request a full refund for the unused portion of your ticket, even for non-refunded tickets. Refunds are processed within 7 days for credit card purchases and 20 days for cash purchases.

Steps to Take if You Miss a Flight

If you miss your flight, follow these steps:

1. Provide Booking Details: Have your booking reference, e-ticket number, or ANA Mileage Club number ready (available in your confirmation email or ANA app).
2. Explore Options: Request rebooking (subject to fees and fare differences), standby for a same-day flight (if available), or a refund for taxes/fees (for non-refunded tickets). Flexible fare holders may change flights without fees, subject to availability.
3. Submit a Claim (if applicable): For delays within ANA’s control, file a claim with your booking reference, boarding pass, and receipts for expenses. For EU/UK-regulated flights, claims must be submitted within 6 years.