FAQ 2020-08-25T09:39:44+00:00

Change and Cancellation

Q1: Can I cancel the reserved paid package or hotel?

A: Yes, the following charges will be applied in the event of cancellation prior to the departure: (except some packages as mentioned in website)

Days prior to departure Penalty
14 working days or more 20% of Package or Hotel Accommodation price*
7 to 13 working days 50% of Package or Hotel Accommodation price*
0 to 6 working days 100% of Package or Hotel Accommodation price*

*A full package (including all customers in the booking) have to be cancelled even if only some members of your party cancel.

*Package or Hotel Accommodation price refers to the price after deducting all applicable charges, fees, taxes, theme park ticket, 1-day tour ticket, 1-day experience tour (kimono) and airport transfer.

* Theme park ticket, 1-day tour ticket, 1-day experience tour and airport transfer will not be refunded. (Details price please refer to each package details)

*All applicable charges, fees and taxes will be fully refunded

Refund process may take up to 1 to 2 months depending on when the refund request is received, and the closing date and refund processing procedure conditions of the applicable credit card company. It will be credited to your credit card when the time you purchased the package.

Please submit this form by using “message box” under “member”, send to user “anaskyholidayhk”.

Q2: Can I change the booked hotels, flights or departure date after completing the online order?

A: You can freely change hotels, flights or departure date before payment and within the order deadline; however, once order has been paid, it is not allowed to change anything (including flights, hotels and any other travel products).

Q3: Before payment, how can I change hotels or flights that have been booked on the website?

A: You cannot change all the information of the completed online order. You can inform us the details you want to change through message box under member page or call us at 852-284843592. (Our office hour is Mon to Fri 9am to 1pm, 2pm to 5pm (except Sat, Sun and public holiday). We can change it for you.

Q4:Before payment, can I and how to change the passenger’s name or gender (due to typing mistakes) or number of passenger?

A: It is possible to change. However, you cannot change all the information of the completed online order. Before payment, you can contact us for changing the name or gender (due to typing mistakes), but you can only cancel the old order and place the new one for changing the number of passenger.

Q5: Can I transfer my reserved packages or hotels to the other passengers?

A: No, reserved packages or hotels no matter before or after payment are not transferable to the other passengers. (Unable to change the name of the departure person). If before payment, you can cancel the original booking and make a new one.

Q5: What should I do if I found my name was wrong on my e-ticket after payment but before departure?

A: Please contact us immediately, the name on e-ticket must be match with the passport in order to be accepted for departure. We can correct the name for you (but cannot change to another person) and reissue the ticket with administration fee applied.

Booking method and Procedure

Q1: How can I make the booking on tour package or hotel accommodation?

A: You can book through our appointed agency or directly from ANA Sky Holiday website. If you book from the official website, you must become the member of ANA Sky Holiday first, once it is successfully registered, you can login to the member page and continue to choose your package for booking.

Q2: Is it immediate confirm and required payment once I book the package through the official website?

A: No, you will receive order acknowledgement email in 3 working days (exclude Sat, Sun and Public Holiday) after you make the booking in the official website. The package or hotel confirmation email will only be received in 3 working days (exclude Sat, Sun and Public Holiday) after the first acknowledgment email. Online payment must be completed in 3 days (include Sat, Sun and Public Holiday) after received package or hotel confirmation email. The above is just the longest waiting time, generally we will reply as soon as possible.

Q3: How can I know if my booking is not confirmed?

A: We will inform you via message box from member page. We will suggest you other choices on flights, departure date or hotel selection, you will receive an email informing you there is a new message in your message box. Please pay attention to any updates.

Q4: How can I settle the payment once the booking is confirmed?

A: Once booking is confirmed, we will inform you the payment procedure via message box from member page. you will receive an email informing you there is a reservation confirmation message in your message box. Please pay attention to any updates. Online payment function can only be activated once the booking is confirmed. You can settle the payment by “Visa” or “Master” card. Desktop computer and internet platform “Chrome” or “Firefox” will be suggested to use.

Q5: When will I receive the confirmation document after payment?

A: You will receive confirmation, hotel voucher, receipt and any related travel product voucher in 3 working days (exclude Sat, Sun and Public Holiday) from your message box. You will also receive a file download email to remind you that there is a file to download. Please pay attention to any updates.

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ANA Sky Holiday members

Q1: How can I register as ANA Sky Holiday member?

A: You can visit the register page and fill in “Username”, “Name”, “Email Address” and “Password”, password should include numbers, symbols and mixed-case letter at minimum 8 or more characters to create your own account.

Q2: Will I still able to login to ANA Sky Holiday members page if I forgot my username?

A: Yes. You can still able to login by using your registered email address and password.

Q3: What should I do if I forgot my password?

A: You can send us an email from your registered email address by mentioning your username and request us to reset the password. We will send you the new password and please change it again upon the first successful login.

Q4: What leads to unsuccessful member’s login?

A: 3 possible reasons that may lead to failed login:

  1. Incorrect Name (Please ensure the Caps lock key is off)
  2. Incorrect Password (Please ensure the Caps lock key is off)
  3. Wrong answers to security calculating question (Please input your number in digits).

Q5: Why my IP will be blocked after 5 times failed login?

A: It is for the security reason; our system stores each member’s personal information including credit card details which is very sensitive. In order not to be stolen by the hackers easily, any unsuccessful login for over 5 times, that specific IP will be immediately be blocked.

Q6:What does “Profile” mean under the “Member” button?

A: At the “Profile” page, members can check all their previous activities, change personal profile and background images.

Q7: What does “Notifications” mean under the “Member” button?

A: “Notifications” will be sent to remind our members that they have pending unread messages.

Q8: What does “Messages” mean under the “Member” button?

A: “Message” is a communication platform between ANA Sky Holiday and their members. Any change or update of the member’s reservation, message will be sent to you through the message box and you are able to reply us by using message box. In addition, you are welcome to contact us by message for any other inquire.

Q9: What does “My Booking” mean under the “Member” button?

A: Once members successfully make a booking at the official website, their booking details can be found under “My Booking”. Status of the booking (e.g. Pending/Paid/Completed) will also be shown at the bottom of each booking details page. Members can also check all their booking history.

Q10: Where the username will be used on ANA Sky Holiday website?

A: The username you put when your registered as ANA Sky Holiday member will be required for login in. Username will also be shown as the author name if you submitted any blog articles.

Q11: Can I change my username?

A: No, you cannot change your username, but you can change your password and nickname at any time.

Others

Q1: Can I purchase air ticket only?

A: No, if you only purchase air ticket, please visit ANA SKY WEB
http://http://www.ana.co.jp/asw/wws/hk/e/

Q2: Can I purchase accommodation only?

A: Yes.

Q3: Should the hotel check-in date be the same as or consecutive to the flight departure date?

A: You can stay at the hotel on any day during the ticket validity period, but hotel stays must be consecutive. The package price is based on the hotel first check-in date while peak season surcharge is based on the flight departure date.

Q4: Can I request an upgrade to Business Class when ordering the package? How?

A: Yes, you can request an upgrade to Business Class with additional charge when booking through the website.(except some packages as mentioned in website)

Q5: Is it possible to purchase ANA Sky Holiday package or hotel if I am traveling on my own?

A: Yes, as long as there is single room available, we accept booking for one person. 1 person only allow to book single room.

Q6: Can I add an infant to my package booking?

A: Yes, you can add an infant to your package booking. Infants defined as children who aged below 2 before the departure date. Infant who does not occupy a seat and held on adult’s lap, infant fare ticket is required while infant who have to seat independently, child fare ticket is required. Infant ticket and child ticket are not included in the package, please purchase separately.

Q7: Should I input my passenger name according to my Identity card when making booking?

A: You should enter your name exactly same as the name at your passport.

Q8: How I choose my preferred seat for my booking?

A: Yes, you will receive the package confirmation, hotel voucher and receipt in 3 working days after payment, you can select your preferred seats by entering your flight reservation number and name on ANA official website.(e.g. window seat or aisle seat) For your information, ANA Paid Advanced Seat Reservation service has been launched. This service applies on K, L, S, W, V booking classes which cover all booking classes that can be selected at ANA Sky Holiday package. The surcharge only applies on some of window and aisle seats while the other seats remain free of charge. Business class, ANA Diamond Service Members and Platinum Service Members will be exempt from these charges. All the terms and conditions are subjected to All Nippon Airways Co. Ltd.

Q9: How can I request on special meal service for my booking?

A: You will receive the package confirmation, hotel voucher and receipt in 3 working days after payment, you can select your special meal service after entering your flight reservation number and name on ANA official website (e.g. Fruit meal and Seafood Meal)
http:///en/hk/international/departure/inflight/spmeal/