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Number 24-036
October 2, 2024.
Implementing new features in ANA Smart Travel
Procedures for compensation in case of cancellation or delay and checking the status of lounge congestion
Now available on your smart phone
- - In May 2022, adding new experiences to ANA Smart Travel, a new service model that provides stress-free and smooth travel.
- The procedure for compensation from ANA due to delays or cancellations can now be easily done on your mobile devices such as your smart phone. This initiative is the first of its kind in Japan.
- You can also check the congestion status of the HND domestic flights ANA SUITE LOUNGE and ANA LOUNGE from the ANA app or the ANA website.
- In order to provide a comfortable experience for all customers, we will introduce a new check-in machine that simplifies the functionality of the current domestic self check-in machines.
- 1. Overview of 'ANA Smart Travel'
From planning your trip to spending time at the airport and onboard, and even after arrival, ANA's new service model 'ANA Smart Travel' supports customers in all scenarios using their mobile devices such as smart phones, enhancing the travel experience value.
- 2. New experiences in each scenario (main new services after May 2022)
- (1) Trip preparation (International flights)
New options have been added to the international in-flight meal pre-order service where you can choose your desired meal in advance up to 24 hours before the departure time of your flight, starting from March 2023. Responding to voices wanting to quickly finish their meals on board or wanting to rest leisurely, we are offering the "Quick & Light Meal" and "No Thank you Option". We propose options to make your time on board more comfortable and relaxing, reduce inflight food waste, and work together with customers to reduce food loss.
Guide to Quick & Light Meal (International flights)
Guide to No Thank you Option (International flights) - (2) Boarding Procedures (Domestic flights)
Although the handling of domestic automatic check-in machines was planned to be discontinued, considering the current usage by customers, a new simple and easy-to-use check-in machine equipped with some functions of the current domestic automatic check-in machines (check-in, seat change, mileage registration, receipt issuance) will be introduced around autumn 2025. It is planned to be installed in the departure lobby, as well as in some ANA lounges and gate counters at certain airports. For the functions that were provided by the existing domestic automatic check-in machines but will be discontinued, you can continue to carry out procedures through the ANA website or ANA app. Additionally, starting from January 2024, the boarding certificate and receipt display service, previously available only on the ANA website, will also be available on the ANA app.
- (3) Lounge Usage (Domestic and International flights)
Starting from January 2023, you can check the congestion status of Haneda Airport domestic ANA SUITE LOUNGE and ANA LOUNGE from the ANA app or ANA website. By the middle of 2024, you will be able to check the congestion status of Narita Airport international ANA SUITE LOUNGE and ANA LOUNGE in real time.
Congestion status in the lounge (Haneda Airport)
[Lounge congestion information screen]
- (4) Compensation procedures in case of cancellations/delays (domestic/international flights)
When delays or cancellations of ANA-operated flights occur, procedures such as settlement of expenses advanced by you, apology money, and receipt of other compensations (*) can now be completed on the ANA website's "Compensation Application Site." This initiative is the first of its kind in Japan.- *Compensation will be based on the range defined by ANA. Customers who have received guidance on applying for compensation from ANA (via SMS/email/app/airport guidance, etc.) will be eligible for compensation.
[Compensation application site screen]
You no longer need to line up at the airport counter or complete procedures by mail as before, you can now complete the procedures on the website from your smart phone, computer, etc. You can also easily access it from the ANA app, and complete the procedures by yourself on the spot or at home. In addition, you can choose to receive compensation (※) through bank transfer, electronic money, ANA miles, ANA SKY COINS, etc., and check the application status of the procedure.
- ※ There are some restrictions, such as different receiving methods depending on the place of residence or the content of the compensation.
【Available electronic money for receiving】
- ※ There may be different choices available depending on the content of the compensation.
ANA will continue to provide services that are convenient and secure for you, based on your feedback.
Above.
- Contact from the press:
ANA Public Relations Department 03-6735-1111
- Please click here for inquiries from customers.
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ANA Smart Travel has implemented new features, allowing you to handle compensation procedures for cancellations or delays, and check the lounge congestion status on your smartphone.![big]()
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