Illness/Injury Case Waiver Guideline

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

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

Travel Agent is required to submit a valid Medical Certificate to ANA Sales Support Desk before/at the time of processing Exchange or Refund. Additional fare amounts or cancellation penalties that have already been charged cannot be refunded retroactively using a medical certificate.


Condition

  • Unless otherwise provided in the fare rules, the following rules apply.
  • In accordance with IATA and ANA’s regulations, 'Illness 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.
  • 'Medical certificate' means a certificate or copy thereof which is given by a medical practitioner, and must contain information on the duration of the passenger’s illness/injury until the date when she/he becomes fit again to travel. 
     

◆ In case of illness/injury of passenger (*) Including OAL operating codeshare flights.

◆ In case of illness/injury of Passenger's immediate family member NOT accompanying Passenger

TICKET TRAVEL
COMMENCEMENT
REFUND CHANGES
RESERVATION CHANGES
OR REROUTING
MINIMUM STAY
WAIVER
Passenger whose
immediate family member becomes ill
Before Not permitted Not permitted Not permitted
After
Passenger accompanying Passenger whose
 immediate family member becomes ill
Before
After


Instructions for Rebooking/Exchange

  • Check above chart if the passenger’s request meet the condition for a waiver handling
  • Submit a valid medical certificate to ANA Sales Support Desk via Email.
  • Verify that ANA received medical 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 medical certificate to ANA will be regarded as a voluntary change and subject to a debit memo.
    Providing the medical certificate retroactively is not accepted.
  • 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 meet the condition for a waiver handling.
  • Submit a valid medical certificate to ANA Sales Support Desk via Email.
  • Verify that ANA received medical certificate and authorize to waive cancellation fee.
  • (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 any 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 recalculated for the flown itinerary.

  • 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.