ANA Booking Policy

General Description

ANA Booking PolicyThe following ANA Booking Policy (“Policy”) has been established to set clear expectations
for subscribers concerning the use of a GDS/CRS for reserving, booking and ticketing air transportation on ANA (all NH flights). Enforcing these rules benefits customers as this
allows us to offer passengers a greater number of seats while reserving last seat availability
for business customers.

GDS/CRS practices that are considered a violation of ANA's policies will be addressed appropriately by issuing of ADM/invoice, cancellation and/or restriction of reservation, and
so on. Please review the following that encompasses booking rules, abusive type ticketing practices and fees associated with each.

*Travel Service Providers who issue tickets for other Travel Service Providers should inform
all of your partners to comply with this policy. *As mentioned in IATA resolution, ANA can
provide Travel Service Providers with this policy.

IATA Resolution 824, 3.3.1 The Agent is authorized to sell air passenger transportation on the services of the Carrier and on the services of other air carriers as authorized by the Carrier. The sale of air passenger transportation means all activities necessary to provide a passenger with a valid contract of carriage including but not limited to the issuance of a valid Traffic Document and the collection of monies therefore. The Agent is also authorized to sell such ancillary and other services as the Carrier may authorize;

IATA Resolution 824, 3.3.2 All services sold pursuant to this Agreement shall be sold on behalf of the Carrier and in compliance with Carrier’s tariffs, conditions of carriage and the written instructions of the Carrier as provided to the Agent. The Agent shall not in any way vary or modify the terms and conditions set forth in any Traffic Document used for services provided by the Carrier, and the Agent shall complete these documents in the manner prescribed by the Carrier;

IATA Resolution 830a, 1 All Agents be reminded that practices such as those listed herein, in other applicable Resolutions, or in Carriers’ written instructions, but not limited thereto, violate the governing conditions referred to above. They harm Members' legitimate interests and can accordingly result in action being taken under the provisions of the Sales Agency Rules and Passenger Sales Agency Agreement.


  1. Agency Debit Memo (ADM) - An invoice issued to a Travel Service Provider to collect additional monies owed to ANA for ticketing outside the Fare Rules or any violation of ANA ADM/Booking Policy.
  2. GDS/CRS - Global Distribution System/Computer Reservation System.
  3. Fare Rules – Applicable requirements or restrictions associated with a particular fare, including, but not limited to, non-refund ability, Ticket Time Limits, class of service requirements, minimum/maximum stay requirements, or advance purchase ticketing requirements.
  4. IATA – International Air Transport Association.
  5. PNR – Passenger Name Record.
  6. Ticket – The record of agreement, including electronic tickets for the carrier(s) to provide transportation and related services under certain terms and conditions to the passenger named on the Ticket in accordance with applicable governing tariffs and regulations.
  7. Travel Service Provider – Any travel agency, Accredited Subscriber, Non-Accredited Subscriber, Corporate Travel Department, GDS/CRS user, and any other person or entity accessing ANA’s internal reservation system via the Internet or any other means.


1. Passenger Name
Customers' full first and last names are required in all bookings. Travel Service Provider should ensure that the customer’s name in the reservation matches customer’s name as it appears on customer’s passport. Title should be also registered. Travel Service Provider must not make any speculative bookings using fraudulent or fictitious names. Examples of such bookings are a valid surname followed by initials and fictitious or famous names (e.g., JOHNSON/A/B/C, TEST/PNR). When ANA detects speculative bookings using fraudulent or fictitious names, the reservation may be cancelled.

2. Contact Information
Travel Service Provider must provide its telephone number, the name of inquiry person and the telephone number of passenger available in the daytime in the PNR. If possible the passenger’s local phone contact, mobile phone number and e-mail address should also be registered.

3. Secure Flight Passenger Data (SFPD)
To comply with the Transportation Security Administration (TSA) programs, the SFPD information must be registered into the PNR 72 hours prior to the departure. PNRs created within 72 hours prior to departure must include SFPD when the PNR is booked.

Failure to provide the data may result in the inability to transport or enter the boarding area.

  1. Applicable Flights
    - Flights departing to/from/within theU.S.(including OAL flights and code-share flights
    - All flights overflying determined by the TSA. * Including U.S domestic flights.
     - Codeshare flights operating by all American carriers
  2. Secure Flight Passenger Data (SFPD)
    Full Name / Gender / Date of Birth / Redress Number

4. Fictitious Booking 
It is prohibited to make fictitious bookings not directly related to a request from a passenger. Bookings for the quotation, training or to gain GDS/CRS incentives are not permitted under any circumstances. Travel Service Provider may create a test or training PNR only in the training mode of a GDS/CRS provider.

5. Booking Class 
Booking and ticketing must be made in the appropriate booking class and must correspond with a valid fare and fare rule for the complete itinerary.

6. Booking in Sequence 
Travel Service Provider must make reservations in sequence according to the passenger's real itinerary.
It is prohibited to make a speculative/fictitious segment or booking out of sequence because ANA cannot provide a correct level of availability.

7. Married Segment Control 
Married Segments are defined as a travel itinerary that contains at least one connection but which is sold as a single origin/destination. ANA may provide a level of availability on Married Segments that differs from the level of availability provided by ANA if the segments were sold separately. Booking must be made from origin to destination.

Travel Service Provider must not separate Married Segments for any purposes nor manipulate the GDS/CRS system to circumvent ANA’s Married Segment Control logic. When making changes, Travel Service Providers must cancel the entire origin/destination including connection and rebook the new origin/destination containing the connection.

8. Duplicate Booking 
Duplicate Booking is defined as booking more than one reservation for the same passenger traveling on or about the same date to one or more of the different classes or non-flyable flights (such as, LAXNRT and SFONRT) or overlapping time flights, creating another PNR for a passenger when one already exists in ANA’s internal reservation system or in a different GDS/CRS.

Travel Service Providers must not create a Duplicate Booking for any reason, or duplicate any reservation booked by another Travel Service Provider or that exists in another GDS/CRS or ANA’s internal reservation system. Travel Service Providers are responsible to determine if the customer already made a reservation.

ANA may ask Travel Service Provider to fix any Duplicate Booking. Reservations will automatically be cancelled if Duplicate Bookings are not rectified within the set time limit. Ticketed PNRs and reservations with one or more departed flights are also applicable.

9. Cancellation 
Travel Service Provider must immediately cancel the reservation and release ANA's inventory if a customer cancels his or her reservation with Travel Service Provider. Travel Service Provider must not re‐use the canceled inventory or reservation for another customer, even if the other customer desires the identical itinerary; a new PNR must be created.

10. No Show 
No Show is a passenger who fails to cancel the booking by the departure time Travel Service Provider is responsible for cancelling any ticketed or un-ticketed bookings prior to departure when the passenger will not be traveling. When ANA detects a No Show, the remaining booking and down-line space may be cancelled.

11. Inactive Segments 
Inactive Segments are flight segments within the GDS/CRS PNR with status codes HX, UN, UC and NO.

Changes to itinerary segment status resulting in Inactive Segments requires Travel Service Provider to take action and must be removed from the GDS/CRS PNR at least 24 hours prior to flight departure. This includes cancelling ticketed or un‐ticketed segments with a status code of HX, UN, UC and NO.

12. Churning 
Churning is an excessive or constant book/cancel activity. Travel Service Provider must not engage in Churning to circumvent or extend ticketing time limits of the Fare Rules or flight firming policies. 

13. Ticket Time Limit 
Ticket Time Limit is date or time deadline required for ticket issuance as set forth in the applicable Fare Rule and/or Flight Firming Policies.

Travel Service Provider is responsible for issuing a valid ticket within the Ticket Time Limit. Due to automated ticketing deadline control, differences could exist between the fare rule ticketing date and the system generated ticketing deadline message. In these and similar cases, the more restrictive ticketing deadline date applies. Failure to issue ticket by Ticket Time Limit, the reservations will automatically be cancelled.

14. Fictitious Ticketing/Ticket Number 
It is prohibited to manually insert a fictitious or previously used ticket number that does not match with the passenger and existing itinerary in the PNR. All PNRs with fictitious or previously used ticket numbers will be cancelled. 

15. Passive Segment 
Passive Segments are flight segments with different status codes (such as PK, GK) according to GDS/CRS. They are mainly created for issuing tickets for the PNR booked by another GDS/CRS. Travel Service Providers are prohibited from issuing tickets using passive segments except in certain group bookings.
When Travel Service Providers issue tickets on behalf of other Travel Service Providers (sub-agent), the original live PNR booked by the sub-agent shall be used within the same GDS/CRS.

16. Group Booking 
Bookings of 10 or more passengers on the same flight must be made through ANA and handled as a group PNR. Creating individual PNRs to disguise the size or presence of a group is not permitted. Please contact ANA if you do not know about group PNR.

17. Minimum Connecting Time (MCT) 
Minimum connecting times vary between airports. It is required that all connecting flights meet each MCT rule.

18. Queues 
Travel Service Provider is responsible for promptly working all queues. Travel Service Provider is expected to inform passengers of any schedule change, flight cancellation or other exceptional circumstance informed by ANA.

19. Others 
ANA reserves the right to expand the above Booking Policy at any time with or without advance notice.

* For any questions, please contact as follows.

TC1: ANA Travel Agency Desk +1-800-262-2250 (US, Canada, Mexico) or ANA Customer Service
Contact Center +1-310-782-3011
United Kingdom/ Ireland: +44(0)20-8762-8852,
France/ Belgium/ Netherland/ Luxembourg: +33(0)1-53-83-52-55,
Germany: +49(0)211-865-950,
Austria/ Czech/ Slovakia/ Poland: +49(0)211-865-950,
Switzerland: +41(0)22-909-1050,
Italy: +39-066-501-1600,
Sweden/ Denmark/ Norway/ Finland/ Kenya/ Turkey/ Spain/ Portugal: +44(0)20-8762-8845,
China: +86-10-8559-9234,
Hong Kong: +852-2848-4168
Korea: +82(0)2-752-1160
Taiwan: +886(0)2-2521-1989
Thailand: +66(0)2-238-5121
Singapore: +65-6323-4333
Vietnam: +84(0)4-3926-2808(Hanoi), +84(0)8-3821-9612(Ho Chi Minh City)
Indonesia: +62(0)21-837-80-687
Philippines: +63(0)2-553-8000
Malaysia: +60(0)3-2032-1331
Myanmar: +95(0)1-255-412/413
India: +91(0(22-6147-0787/0737(Mumbai), +91(0)124-440-6411(Delhi)
Japan: ANA Support International +81(0)3-6743-3892