Death Case Waiver Guideline

All Nippon Airways Waiver Guideline (US, CA , MX, BR & PE)

In the event a customer is requesting a date change or refund due to passengers or accompanying passenger’s death, please refer to the chart below for ANA’s policy. Death rule may be specified in the applicable fare rule. In case a passenger requests change or refund, check the applicable fare rule first.

Condition

  • Unless otherwise provided in the fare rules, the following rules apply.
  • In accordance with IATA and ANA’s regulations , 'Death cases' will be handled as involuntary ticketing procedures.
  • This rule shall apply only to ANA (NH 205) tickets.
  • 'Immediate Family' means Spouse, Children (including adopted children), parents, brothers, sisters, grandparents, grandchildren, father-in-law, mothers-in-law, sisters-in-laws, sons-in-laws and daughters-in-law.
  • 'Death certificate' means Death Certificate, or copy thereof duly executed by the competent authorities (i.e. those designated to issue death certificates by the applicable laws of the country concerned) in the country in which death occurred, must be presented to the ticketing carrier.

◆ In case of death of Passenger

TICKET TRAVEL COMMENCEMENT REFUND CHANGES
RESERVATION CHANGES
OR REROUTING
MINIMUM STAY
 WAIVER
Deceased passenger Before Permitted
(Note 1)
N/A N/A
After N/A N/A
Immediate family member
 accompanying deceased passenger
Before Not permitted Not permitted
After Permitted on ANA Fares / Flights (*) only
(Note 1 / 2)
Permitted on ANA Fares / Flights (*) only
(Note 1 / 2)
Passenger
 accompanying deceased passenger
Before Not permitted Not permitted
After Permitted on ANA Fares / Flights (*) only
(Note 1 / 2)
Permitted on ANA Fares / Flights (*) only
(Note 1 / 2)


◆ In case of death of immediate family Not accompanying passenger

TICKET TRAVEL COMMENCEMENT REFUND CHANGES
RESERVATION CHANGES
OR REROUTING
MINIMUM STAY
 WAIVER
Passenger whose immediate
 family member's death occured
Before Permitted
(Note 1)
Not permitted Not permitted
After Permitted
(Note 1 / 2)
Permitted
(Note 1 / 2)
Passenger accompanying Passenger whose immediate
family member's death occured
Before Not permitted Not permitted
After Not permitted Not permitted


(Note 1)
Death certificate must be presented to ANA.
ANA (NH 205) ticket: Involuntary refund should be applied.

(Note 2)
Passengers traveling at a fare with rerouting/change of reservation restrictions may return to origin shown on the ticket. It shall be changed to the same reservation class.

Instructions for Rebooking/Exchange

  • Check above chart if the passenger’s request meet the condition for a waiver handling
  • Submit a valid Death certificate to ANA Sales Support Desk via Email or Fax
  • Verify that ANA received Death certificate and change fee will be waived.
  • (When authorized by ANA) Rebook and involuntary exchange the ticket without change fee.
  • Be sure to enter the waiver code in Endorsement/Restriction box
  • Failure to submit a Death Certificate to ANA will be regarded as voluntary change and subject for a debit memo.
  • Travel agencies that fail to comply with above conditions will receive an ADM. Any ADM disputes must be substantiated with valid proof or documentation. ANA may reduce to 15% of ADM amount or USD40, whichever is higher, for insufficient procedure if dispute is accepted.

Instructions for Refund

  • Check above chart if the passenger’s request meets the condition for a waiver handling
  • Submit a valid Death certificate to ANA Sales Support Desk via Email or Fax
  • Contact ANA Sales Support Desk to verify the document is received. 
  • (When authorized by ANA) Refund ticket without cancellation fee through GDS/ARC/BSP. 
  • Be sure to enter the Waiver Code in the Waiver Code box on refund report.
  • For refund a partially used ticket, calculate unused portion as involuntary refund as well as unused PFC/Tax.
  • When the ticket is totally or partially refunded, the agent commission which was claimed on the ticket must be returned to ANA at the time of refund report.  
    In case of refund of partially used ticket, the commission will be recalculated based on the fare or charge for the itinerary already flown. The agency should pay
    back the difference between the commission already paid for the original itinerary and the commission recalculate for the flown itinerary
  • Failure to submit a Death Certificate to ANA will be regarded as voluntary change and subject for a debit memo.  
  • Travel agencies that fail to comply with above conditions will receive an ADM. Any ADM disputes must be substantiated with valid proof or documentation. ANA may reduce to 15% of ADM amount or USD40, whichever is higher, for insufficient procedure if dispute is accepted.