FAQs on travel with Lufthansa and ANA

The ANA cabin crew speak Japanese and English.

Just like Lufthansa, ANA has an extensive range of food and drinks on board its domestic and international flights.

Like Lufthansa, ANA offers a whole host of entertainment options.
On board many of its aircraft, ANA offers both an entertainment system at your seat and personal device entertainment. The latter means that you can connect to wi-fi on board and watch films and television or play games on your mobile phone, tablet or laptop. We recommend downloading the ANA app to get an overview of the services on offer.

Audio and sub-titles are available in various languages.

A wide range of lounges are available to status holders travelling with Lufthansa and ANA. You can look forward to a personal welcome in our lounges. Our lounge team is always available to answer any questions you may have and will inform you about your connecting flight in good time.

At lufthansa.com, you can find out all about the lounges available to you at the airport, depending on your travel class or your frequent flyer status with Lufthansa or Star Alliance.

Detailed information on lounge access, including locations, opening hours, services and eligibility for access to ANA lounges in Japan and abroad, can be found on the official ANA website.

ANA offers a variety of services to passengers who require assistance during their journey.

If you need assistance during your journey, we strongly recommend that you contact the ANA Disability Desk before purchasing a flight ticket to ensure that your travel is as smooth as possible.

ANA offers a selection of special meals on most long-haul flights to meet your individual dietary needs.

Please note the following deadlines for special meal requests:

• General special meals: at least 24 hours before departure.
• Special meals for passengers with food allergies on flights to Japan: at least 48 hours before departure.

If you need help ordering special meals, please contact the airline from which you purchased your ticket.

Under certain conditions, it is possible to take pets on board ANA and Lufthansa flights. Whilst it is usually possible to take small dogs and cats which do not weigh more than 8 kg (including their travel carrier) into the Lufthansa cabin, pets are not permitted in the cabin on ANA flights and must be transported in the cargo hold. For more information about the terms and conditions, registration deadlines and fees, please contact the airline operating the flight.

Animals will only be accepted at the airport providing they have been registered beforehand. Please also note that you must arrive at the airport and report to the check-in counter in good time.
Online and mobile check-in 30 hours before departure is possible for travel with animals. Passengers travelling with their pet in the cabin must collect their boarding pass at the check-in counter at the airport.

The boarding pass for passengers whose pets are travelling in the hold is issued during online/mobile check-in. These passengers cannot check in their baggage at self-service bag-drop kiosks.

If you are transferring from an international flight to a domestic flight within Japan, you must collect your pet from the baggage claim area (usually at the bulky goods counter or service counter) and check it in again for your domestic onward flight after passport control.

For transfers from ANA domestic flights to ANA international flights or flights operated by Lufthansa (only with the flight number of the operating airline), the pet (only dogs or cats) is usually transported to your final destination.
In addition, when your travel involves connecting flights within Europe, your pet will usually be transported to your final destination, so you don’t have to check it in again during the transfer. Please find out about the local regulations before you travel, e.g. the current quarantine regulations.

With regard to assistance animals, ANA only permits one assistance dog in the cabin. Please let us know when you book if you require assistance when travelling with your assistance dog. You may be asked to present a document, harness, sign, etc. that proves that the dog is a guide dog, a hearing dog or a mobility assistance dog. In addition, we may ask you for confirmation documentation or similar.

Under certain conditions, you can take your assistance dog on board flights with Lufthansa and ANA. If you plan to travel with an assistance dog, you must register this in advance.

If you require assistance when travelling with your assistance dog, please inform the ANA Disability Desk before making your booking with ANA. If you have already booked your flight ticket, please contact the airline operating the flight.

On departure, you may be asked to provide appropriate evidence, such as an official ID, harness tag or certificate, confirming that the dog is a guide dog, hearing dog or mobility assistance dog. Please note that our staff will ask a few questions about your assistance dog at check-in.

Children aged twelve and over can travel unaccompanied on ANA flights. Children between five and eleven years of age may only fly unaccompanied if they use the care service or are travelling with a person who is at least twelve years old. Please find out in advance about the terms and conditions of booking, registration deadlines and available options. Please note: unfortunately, we are unable to carry unaccompanied minors on services involving ANA connecting flights.

ANA Junior Pilot, the ANA child assistance service, provides support for unaccompanied minors to ensure they are looked after on both domestic and international flights during their journey.

Please arrive at the check-in counter at least 120 minutes before departure. You’ll need to complete a consent form, which can be downloaded in advance from the ANA website or obtained directly at the counter. Your child will be given a Junior Pilot card by ANA, which they’ll carry with them until they are collected at the destination airport. Our staff will then safely accompany your child from check-in to the aircraft.

For more information, please contact the airline from which you purchased your ticket.

If you wish to request an upgrade for your flight with ANA booked through Lufthansa, please note the following advice about upgrades on Star Alliance partner airlines:

• Please note that upgrades via miles or eVouchers can only be done if your flight booking was made on an ANA flight number. Upgrades cannot be booked on codeshare flights (Lufthansa flight numbers).
  
  
• You can request upgrades on ANA flights online at milesandmore.com. You can also request an upgrade by telephoning your local Miles & More Service Team. Please have your Miles & More service card number and your Miles & More PIN to hand.
  
  
• The confirmation of an upgrade booking can then be made if there is availability in the designated booking class for flight awards in the next travel class up (Premium Economy Class, Business Class).

Applications for an upgrade can be submitted via the ANA website. However, this is only possible if the flight was booked through ANA and the ticket number begins with “205”. If your ticket number starts with 205, please click hereThe link will be opened in a new browser tab for more information.