Guidance for Damaged, Lost and Left-Behind Items
We handle your baggage with care until reaching the destination, but there are some cases in which baggage may be damaged.
We sincerely apologize for inconvenience this may cause you.
Please be assured that we take all necessary measures to remedy the damage.
Declaration
If you're still at the airport
If you notice any damage with your checked baggage, please report it to ANA staff immediately.
If you've left the airport
If you notice any damage with your checked baggage after leaving the airport, please check if the disclaimer does not apply to your case and report it within the legally stipulated period.
As informed in the Conditions of Carriage, you must report it in writing (Damaged Baggage Declaration Form).
If you wish to report it by phone, you will need to submit a Damaged Baggage Declaration Form additionally.
Please note that you will be responsible for the cost of mailing the declaration.
- * For passengers arriving on flights other than ANA, please contact the operating airline directly.
Deadline for Declaration
Within seven days of your flight arrival
Compensation
In general, baggage which qualifies for compensation will be subject to repair. We may offer other options depending on the extent of the damage and the time required for repair.
- * Please note that disclaimers may apply and some cases may not be eligible for compensation.
Disclaimers
We handle your baggage with care, however, it is possible your checked baggage shows signs of wear and tear resulting from ordinary handling of the baggage.
We are not liable because of:
- Damage occured outside the airline's control
- Damage caused by baggage defects such as improper or overpacking, aging.
- Ordinary wear and tear, damage to or loss of protruding parts
- Damage caused by TSA or other safety inspection authorities of each country
- Damage resulting from the nature of the product, such as fragile items.
(Examples) Musical instruments, sporting equipment (surfboards, bycycles, etc.), delicate equipments (cameras, personal computers, etc.), glassware, liquor Bottles etc.
Dents
Dirt
Tear
Wear of wheels
Loss of protruding parts
Damage of protruding parts
- * The above photos are examples that can be evaluated to be exempt from liability.
We will inform you after confirming the actual situation of your baggage.
What to Do if Your Baggage Is Missing
We handle passengers' checked baggage with great care, but there may be times when your baggage does not reach its destination. We sincerely apologize to these passengers; we will work hard to resolve the situation.
If you do not find your bag at the arrival airport, please contact ANA airport staff immediately. (See Airport Contact Information above.) We will locate it and deliver it to you, in cooperation with other airlines, as soon as possible.
Declaration Deadline for Missing Luggage
As indicated in the Conditions of Carriage, a declaration of missing baggage must be submitted within 21 days from the day after the day on which the baggage was to be received (in the case of a delay) or the day on which the baggage could have been received (in the case of loss).
Please note that we may not be able to respond after the deadline.
Baggage Tracing
When you report your missing items, we will give you a reference number and search for your items using the joint baggage search system shared by airline companies. We will contact you every day to update you on the search.
You also can check the current status yourself by entering your reference number at the Baggage Tracing System website.
- This service is provided only in English.
- Only passengers on ANA Group-operated flights (ANA/Air Japan) may use this system.
- If you connected to a flight of another airline after taking an ANA flight and your baggage did not arrive at the final destination, you should contact the airline you boarded last (the operating airline in the event of a codeshare flight).
Baggage Return
We will clear customs on your behalf and deliver your found baggage to your designated location.
Contents Declaration
To expedite the search for your items, you may be asked to provide details about the contents of the baggage. We may ask you to fill out a Missing Property Questionnaire. This constitutes important information which will be used for reference when issuing compensation.
Compensation
In the rare event that your baggage is not found, ANA will issue compensation 30 to 45 days after your arrival in accordance with the Conditions of Carriage.
Baggage Forgotten, Wrong Baggage Picked Up, Left-Behind Items
After arrival, each passenger must pick up their checked baggage at baggage claim by confirming the numbers on the baggage claim tags.
If you leave the airport without picking up your baggage or with someone else's baggage by mistake, please contact the arrival airport immediately. (See Airport Contact Information above.)
This information applies to airports within Japan. If you arrived at an airport outside Japan, please inquire with the arrival airport, as procedures may vary depending on the airport.
Left-Behind Baggage
Retrieving left-behind baggage requires that the baggage clear Customs. You have two options for achieving this:
Return to the Airport to Clear Customs Yourself
If you are clearing customs by yourself (for urgent cases), please contact the arrival airport and return to the airport with your passport. An ANA staff member will show you the way to the Customs office. Your baggage will clear customs in your attendance and the baggage will then be returned to you.
Use an Agent to Clear Customs for You
ANA can act as your agent in passing through Customs, if desired, but be aware that this requires several days.
Required Documents
- A copy of your passport (the photograph page and the page stamped at the time of entry into the country).
- Note: We may not be able to handle your request if the copy is not sufficiently clear.
- A completed Customs Clearance Application/Authorization Letter.
- Only the original authorization letter will be accepted; no copies.
- Please bring required documents directly to the airport, or send them by postal mail.
Pickup by a customs agent can typically be performed the day your documentation is received. ANA will contact you regarding delivery times. In principle, customers will be responsible for any shipping charges. Your baggage will be delivered to a place of your choosing with payment due on delivery.
- If you notice after arriving on a flight not operated by ANA that you left your baggage behind, please inquire with the airline on which you arrived.
Left behind item on an aircraft
If your item was left on an aircraft, please contact us using the Inquiry Form.
If we find the item, we will deliver it to you promptly. Please note at you will be asked to pay delivery costs.
Items found in an airport facility and not in the cabin may be stored by the airport managing company or at a police station. Please contact the airport to inquire about your item.
Airport Contact Information
Here, you will find information for contacting arrival airports in the case of damaged, lost or left-behind items.
Within Japan
[ ] is the country code/area code. Please dial [country code/area code] + the number (If the number is starting from 0, Please omit 0) when you call from outside of Japan.
- * "-" Means it is suspended.
| Airport | Forgotten Articles | Hours of Operation | Delayed or Damaged Baggage | Hours |
|---|---|---|---|---|
| Narita | [81]-(0)476-33-2300 | 09:00-17:00 | [81]-(0)476-33-2301 | 09:00-17:00 |
| Haneda | [81]-(0)3-6428-5045 | 09:30-17:00 | [81]-(0)3-6428-5045 | 09:30-17:00 |
| Kansai | [81]-(0)72-456-7575 | 09:00-18:00 | [81]-(0)72-456-7575 | 09:00-18:00 |
| Nagoya | Closed | - | Closed | - |
Notes:
- Calls will be charged.
- Hours of operation are shown in local time.
USA/Canada/Mexico
[ ] is the country code/area code. Please dial [country code/area code] + the number when you call from outside the country.
S = Summer Timetable
W = Winter Timetable
- * "-" Means it is suspended.
| Airport | Forgotten Articles | Hours | Delayed or Damaged Baggage | Hours |
|---|---|---|---|---|
| Chicago | [1]-773-686-5216 | 06:30-17:00 (S) 05:30-18:00 (W) | [1]-773-686-5216 | 06:30-17:00 (S) 05:30-18:00 (W) |
| Honolulu | [1]-808-838-0190 Ext. 2 | 07:30-13:30 | [1]-808-838-0190 Ext. 2 | 07:30-13:30 |
| Houston | [1]-832-626-2450 | 06:00-14:30 (Sun, Wed, Fri) 09:00-17:30 (Mon, Tue, Thu, Sat) | [1]-832-626-2450 | 06:00-14:30 (Sun, Wed, Fri) 09:00-17:30 (Mon, Tue, Thu, Sat) |
| Los Angeles | [1]-310-909-7887 | 08:00-16:00/19:00-00:00 | [1]-310-909-7887 | 08:00-16:00/19:00-00:00 |
| New York | [1]-929-456-6270 | 07:30-15:00/19:00-02:30 | [1]-929-456-6270 | 08:30-16:00 (S) 07:30-15:00 (W) |
| San Francisco | [1]-650-488-3500 | 08:45-15:45 | [1]-650-488-3500 | 08:45-15:45 |
| San Jose | [1]-408-441-5468 | - | [1]-408-441-5468 | - |
| Seattle | [1]-206-246-2986 | 10:00-18:30 (S) 09:00-17:30 (W) | [1]-206-246-2986 | 10:00-18:30 (S) 09:00-17:30 (W) |
| Washington, D.C. | [1]-703-972-0061 | From November 6, 2022 to March 11, 2023 From March 12, 2023 to March 25, 2023 From March 26, 2023 to October 28, 2023 | [1]-703-972-0061 | From November 6, 2022 to March 11, 2023 From March 12, 2023 to March 25, 2023 From March 26, 2023 to October 28, 2023 |
| Mexico City | [52]-55-1228-6331 | 12:00-18:00 | [52]-55-1228-6331 | 12:00-18:00 |
| Vancouver | [1]-604-207-5800 | 10:30-18:00 | [1]-778-877-0103 | 12:45-17:15 |
Notes:
- Calls will be charged.
- Hours of operation are shown in local time.
- Inquiries are generally handled in English.
Europe /Russia
[ ] is the country code/area code. Please dial [country code/area code] + the number when you call from outside the country.
- * "-" Means it is suspended.
| Airport | Forgotten Articles | Hours | Delayed or Damaged Baggage | Hours |
|---|---|---|---|---|
| London | [44]-(0)20-8745-6606 | 12:00-19:00 | [44]-(0)330-094-8859 Global Baggage solution (GBS) / admin1@globalbaggage.co.uk | 08:00-19:30 |
| Paris | [33]-(0)9-70-01-91-95 lostandfound.cdg1@dirby.fr | 09:00-21:00 | [33]-(0)9-70-01-91-95 lostandfound.cdg1@dirby.fr | 09:00-21:00 |
| Munich | [49]-(0)89-975-72377/78 mucki@ana.co.jp | 07:00-15:00 | [49]-(0)-89-975-72382 mucki@ana.co.jp | 07:00-15:00 |
| Frankfurt | frallnh@ana.co.jp | 10:00-16:30 | [49]-(0)69-690-71001 | 07:00-20:00 |
| Dusseldorf | [49]-(0)211-421-72244 | - | [49]-(0)211-421-72244 apdus.ana.lostandfound@aviapartner.aero | - |
| Brussels | [32]-(0)2-753-5870 | 14:30-18:00 (Tue-Sat) | [32]-(0)2-753-7707 baggagebrupax@welcomeservices.be | 09:00-17:00 |
| Vienna | [43]-(0)1-7007-38130 | 09:00-17:00 (Mon-Fri) (not available on holidays) | arrival.services.vie@austrian.com | 08:00-20:00 |
| Vladivostok | [7]-423-376-7800 | 09:00-17:00 (Mon-Fri) (Japanese, English, Russian) | [8]-423-230-6843 [7]-924-730-0362(Mobile) | 08:00-20:00 (English, Russian) |
Notes:
- Calls will be charged.
- Hours of operation are shown in local time.
- Inquiries are generally handled in English.
Asia
[ ] is the country code/area code. Please dial [country code/area code] + the number when you call from outside the country.
S = Summer Timetable
W = Winter Timetable
| Airport | Forgotten Articles | Hours | Delayed or Damaged Baggage | Hours |
|---|---|---|---|---|
| Hong Kong | [852]-2186-4429 (ANA Premium Member [852]-2186-4408) | 09:00-17:30 | [852]-2186-4429 (ANA Premium Member [852]-2186-4408) | 09:00-17:30 |
| Taipei (Taoyuan) | [886]-(0)3-351-7637 | 08:30-22:00 | [886]-(0)3-351-7637 | 08:30-22:00 |
| Taipei (Songshan) | [886]-(0)2-2715-6994 | 09:00-19:00 | [886]-(0)2-2715-6994 | 09:00-19:00 |
| Seoul (Gimpo) | [82]-(0)2-2661-6337 | 09:30-20:30 | [82]-(0)2-2661-6337 | 09:30-20:30 |
| Mumbai | [91]-(0)22-6685-9161 | 13:30-20:00 | [91]-(0)22-6685-9161 | 13:30-20:00 |
| Delhi | [91]-(0)11-4963-4545 | 11:00-20:00 | [91]-(0)11-4963-4545 | 11:00-20:00 |
| Chennai | [91]-(0)44-2256-9400 | 13:30-22:30 (Sun, Wed, Fri) 11:00-20:00 (Mon, Tue, Thu, Sat) | [91]-(0)44-2256-9400 | 13:30-22:30 (Sun, Wed, Fri) 11:00-20:00 (Mon, Tue, Thu, Sat) |
| Bangkok | [66]-(0)2-134-2403/2404 | 10:00-12:00/17:00-19:30 | [66]-(0)2-134-2403/2404 | 10:00-12:00/17:00-19:30 |
| Ho Chi Minh City | [84]-(0)28-3547-0415 | 08:00-23:00 | [84]-(0)28-3547-0415 | 08:00-23:00 |
| Hanoi | [84]-(0)24-3926-2808 | 08:30-17:30 (Mon-Fri) | [84]-(0)24-3926-2808 | 08:30-17:30 (Mon-Fri) |
| Hanoi | [84]-(0)24-3587-6004 | 19:30-24:00 | [84]-(0)24-3587-6004 | 19:30-24:00 |
| Singapore | [65]-6597-4500 | 07:00-23:30 | [65]-6597-4500 | 07:00-23:30 |
| Jakarta | [62]-(0)21-8082-2226 [62]-(0)21-8082-2227 | 08:00-22:00 | [62]-(0)21-8082-2226 [62]-(0)21-8082-2227 | 08:00-22:00 |
| Manila | [63]-(0)2-88467000 loc. 1107 | 10:00-19:00 | [63]-9755854829 | 10:00-19:00 |
| Yangon | [95]-(0)1-9670534 | 14:00-18:30 (S) 14:30-19:00 (W) | [95]-(0)1-9670534 | 14:00-18:30 (S) 14:30-19:00 (W) |
| Kuala Lumpur | [60]-(0)3-8776-5772/5773 | 24 hours | [60]-(0)3-8776-5772/5773 | 24 hours |
| Phnom Penh | [855]-(0)23-862-916 | 14:00-19:00 | [855]-(0)23-862-803 | 07:00-24:30 |
Notes:
- Calls will be charged.
- Hours of operation are shown in local time.
- Inquiries are generally handled in English.
Mainland China
[ ] is the country code/area code. Please dial [country code/area code] + the number (If the number is starting from 0, Please omit 0) when you call from outside of China.
- * "-" Means it is suspended.
| Airport | Forgotten Articles | Hours | Delayed or Damaged Baggage | Hours |
|---|---|---|---|---|
| Beijing | [86]-(0)10-6453-2501 | 08:00-16:30 | [86]-(0)10-6453-2501 | 08:00-16:30 |
| Dalian | [86]-(0)411-8664-1137 | 08:30-17:00 | [86]-(0)411-8664-1137 | 08:30-17:00 |
| Shenyang | [86]-(0)24-3192-9708 | 08:00-16:30 (Mon-Fri) | [86]-(0)24-3192-9708 | 08:00-16:30 (Mon-Fri) |
| Qingdao | [86]-(0)532-8827-0108 | 09:00-16:00 | [86]-(0)532-8827-0108 | 09:00-16:00 |
| Shanghai (Pudong) | [86]-(0)21-6833-9714 | 10:00-17:00 | [86]-(0)21-6833-9714 | 10:00-17:00 |
| Shanghai (Hongqiao) | [86]-(0)21-2235-2532 | 09:00-17:00 | [86]-(0)21-2235-2532 | 09:00-17:00 |
| Hangzhou | [86]-(0)571-8666-5966 | 09:30-16:00 (Mon-Fri) | [86]-(0)571-8666-5966 | 09:30-16:00 (Mon-Fri) |
| Guangzhou | [86]-(0)20-2823-8082 | 09:00-17:00 | [86]-(0)20-8612-0849 | 09:00-17:00 (English/Chinese only) |
| Xiamen | [86]-(0)592-570-6036 | 05:30-24:00 (English/Chinese only) | [86]-(0)592-570-8371 | 08:30-18:00 (English/Chinese only) |
| Wuhan | [86]-(0)27-6559-0130 | - | [86]-(0)27-6559-0130 | - |
| Shenzhen | [86]-755-2345-9173 | 10:00-17:30 | [86]-755-2345-8635 | 09:00-24:00 (Mon-Fri) (English/Chinese only) |
Notes:
- Calls will be charged.
- Hours of operation are shown in local time.
- Inquiries are generally handled in Japanese.
Oceania
[ ] is the country code/area code. Please dial [country code/area code] + the number (If the number is starting from 0, Please omit 0) when you call from outside of Australia.
| Airport | Forgotten Articles | Hours | Delayed or Damaged Baggage | Hours |
|---|---|---|---|---|
| Sydney | [61]-(0)2-9667-6352 | 08:00-16:00 | [61]-(0)2-8337-9252(*) syd.mhl@menziesaviation.com (A person in charge will call after receiving your message.) | 06:00-22:00 |
| Perth | [61]-1800-452-308 | 12:30-18:30 (Sun, Tue, Thu, Fri) 14:15-20:15 (Mon, Wed, Sat) | [61]-1800-452-308 | 12:30-18:30 (Sun, Tue, Thu, Fri) 14:15-20:15 (Mon, Wed, Sat) |
Notes:
- Calls will be charged.
- Hours of operation are shown in local time.
- Inquiries are generally handled in English