ANA delays, cancellations and baggage help

How to get ANA’s delay or cancellation certificate

Use ANA’s Certificate of Delay/Cancellation/Diversion form. Enter the route or operating flight number and the local departure date—not the arrival date in the other country.

• The form states a window from the past six months through the following day’s flights.
• It does not provide a delay certificate when the arrival delay is 15 minutes or less.
• For a codeshare operated by another airline, contact that operator instead.

The lookup window does not mean that every flight qualifies for a document. If the form has no result, ask ANA for written confirmation and a reason. Have the operating flight number, departure date and airports ready; provide your booking reference only through ANA’s official private channel.

遅延または欠航の証明書を発行できますか。オンラインで取得できない場合は、問い合わせ先を教えてください。

At the Japan counter: “Can you issue a delay or cancellation certificate? If I cannot obtain it online, please tell me whom to contact.”

Rebooking or refund: what to do first

1. Check the operating flight’s official status. Save the airline’s message and original itinerary.
2. Ask ANA to confirm your disruption options and the reason. ANA’s international irregular-operation policy allows requests for an alternative ANA flight or a refund, with ticket and processing conditions.
3. For an agency-issued ticket, contact the agency that sold it for refund handling. For another carrier’s ticket, contact that issuer; an ANA-operated flight does not automatically make ANA the ticket issuer.
4. Ask whether accepting a refund will end the onward travel arrangements before you decide. Do not buy a replacement ticket or hotel expecting automatic reimbursement.

Disruption handling is not the same as a voluntary cancellation under fare rules. Canadian statutory obligations may also apply; the general airline page does not replace those requirements. Ask for the offered option and any expense approval in writing.

Damaged, delayed or lost baggage

Report the problem to the operating airline of your final arriving flight before leaving baggage claim. If that is ANA, use ANA’s damaged/missing baggage instructions.

A bag still being traced is not automatically declared lost. Ask about the tracing result and written claim steps. For Japan delivery through a customs agent, ANA requires its application/authorization paperwork. Reporting/tracing deadlines and a written damages claim after delayed delivery are different steps; consult the applicable carriage terms.

Keep your bag tag, boarding pass, report number, damage photos, contents list and receipts. Do not discard or repair the bag before asking what evidence is required. Photos do not replace a written declaration.

Contact ANA in Canada or Japan

Canadian passenger rights on a Japan flight

The Air Passenger Protection Regulations (APPR) distinguish disruptions outside the carrier’s control, within its control but required for safety, and within its control without that safety exception. Do not treat every mechanical problem or weather delay as having the same entitlement.

Compensation for inconvenience is conditional, including the reason, notification period, arrival delay and carrier category. Large-carrier amounts are CAD $400/$700/$1,000 for qualifying arrival delays of 3–under 6/6–under 9/9+ hours; small-carrier amounts differ. These are not promised payments for your booking.

The regulation’s section 19 requires a compensation request before the first anniversary of the disruption and a carrier payment or explanation within 30 days of receiving it. Rebooking, refund and assistance are separate obligations; check sections 10–19 and the tariff that applies to your trip.

For a CTA complaint, write to the airline first, allow 30 days for a response, and keep the exchange. Eligibility includes actually experiencing the incident and an unresolved request for compensation, refund or expenses; CTA does not award pain-and-suffering or lost-income damages. A certificate alone is not a complete complaint.

For departure from Japan, use ANA’s international conditions and the same Canada-bound APPR review where applicable. We have not verified a separate Japanese statutory flat-rate delay-compensation entitlement; do not assume one.

Documents to keep for travel insurance or an expense request

• Original itinerary, ticket receipt, boarding pass and any revised itinerary.
• Airline notification showing the flight number, local date, disruption reason and changed times; request a certificate if available.
• Itemized receipts and proof of payment, plus written airline expense approval or a record of what was offered.
• For baggage: bag tags, report/reference number, tracing messages and photos of the damaged areas.

This is a preparation checklist, not a verified insurer-specific claims rule. Check your own policy’s covered reason, minimum delay, exclusions, reporting deadline and whether airline reimbursement must be deducted. Ask your insurer before paying major replacement costs.

If permitted, photograph the departure board’s flight number, status and updated time, and the counter’s airline sign. Avoid other travellers’ faces and personal details; follow airport photography restrictions. A photo is supporting evidence, not an airline certificate.

Find the airport and flight-number details

NH115 / NH116: Vancouver–Haneda, both directions

For another operating carrier, use its own procedures rather than ANA’s certificate or baggage forms. Send a factual correction without personal booking or claim documents.

ANA: reviewed flight numbers and airport counters

These are dated observations from official Japan airport boards, not a full-season timetable or Canadian departure schedule. The date and time below refer to the event in Japan (JST). Counter letters apply only to the recorded Japan departure.

Search reviewed operating or codeshare numbers → · Check a dated Narita / Haneda record →

ANA: airport counters and service desks

Choose the airport where you depart. A check-in counter, arrivals baggage desk and city sales office have different jobs. For booking changes, also check who sold your ticket. Unverified city-office addresses are not listed.

For a missing or damaged bag, go to the airline’s arrivals baggage service before leaving the airport. A specific baggage-desk counter number was not verified; follow the operator’s signs and keep the report reference. Check a dated Narita / Haneda departure record →