Refund Guidelines

For Travel Agency in The US, CA, MX, BR, PE

Prior to processing the refund, the travel agency must ensure that a refund is allowed based on fare requirements. Travel agencies who process unauthorized refunds are subject to a debit memo.

Travel Agencies may only refund ANA tickets previously issued by the same agency
Refunds can only be issued to the person authorized to receive the refund
All refunds must be issued in the same form of payment used to purchase the ticket
Refunds must be processed within ANA ticket validity
Refer to ANA Waiver Guideline in case of irregularity such as Flight schedule change or Illness/Death case

U.S. Agencies Processing through ARC

ARC strongly suggests that agents perform the refund action directly in their GDS. This ensures both the GDS record and the carriers’ e-ticket database are appropriately updated and refunded. When a refund transaction occurs, always check to ensure the ticket is properly refunded on both GDS and IAR reports to avoid ticket issuance without payment. In addition, please ensure the itinerary is canceled in the PNR to prevent passenger travel.

Process refund through your GDS:
• Valid wholly unused, partially used tickets, EMD should be processed via your GDS.

For specific instructions, please visit www.arccorp.com or contact your GDS help desk.

IATA Agencies Processing through BSP

Process refund through your GDS:
• Valid wholly unused, partially used tickets, EMD should be processed via your GDS

For countries that require BSP Refund Application (RA):
• Submit a BSP Refund Application (RA) with the reason for the Refund and any applicable waiver code

For specific instructions, please contact BSP or your GDS help desk.

Recall Commission

The commission that was claimed on the ticket has to be returned to ANA for the unused portion at the time of the refund process in ARC/BSP.