Waiver Guideline

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

Please refer to the Waiver Guideline below for information on Exchange/Refund.

(1) Schedule Change 

Please be advised of the following procedure for the airline’s planned schedule change wherein travel agency will be notified of schedule change (UN/TK) via the GDS.

Passengers are allowed only one adjustment/change per schedule change. For any subsequent changes made to the reservation and ticket, all fees and increases in airfare will apply.

Conditions 

The following conditions qualify for Involuntary schedule changes:

  • Discontinued/Suspended flight
  • Flight changed to a different day of week
  • Schedule change - Flight delay more than 31 minutes / Earlier departure over 16 minutes
  • Involuntary cases of other airlines' flight (*)
    (*) Involuntary cases is where the passenger cannot be transported according to the confirmed itinerary on the ticket due to a flight cancellation, delay or other
         reason beyond the passenger's control. 
     

Applicable Tickets

ANA (NH 205) tickets meeting all of the following conditions:

  • Totally unused ANA (NH 205) ticket issued by travel agency (*1).
  • The ticket reissuance caused by airlines “Planned schedule change” (*2).
  • Except group booking passengers.
  • Travel agent can only change the flight to the SAME CARRIER, SAME SECTOR and SAME BOOKING CLASS only.

(*1) Including totally unused tickets after exchange/reissue in this case, however excluding partially reissued tickets even though totally unused ticket.

(*2) Airline’s planned schedule change: change of date, flight number, RBD (Reservation Booking Designator), STD/STA due to marketing reason (not including
       irregularity on departure day).

  • Other tickets except as stated above shall be handled in accordance with involuntary handling at ANA office. Please contact our ANA Sales/Agency Support Team.
ANA Sales/Agency Support Team
Telephone  1-800-262-2250 (for Travel Agencies only)
Email  ​​ salessupport@fly-ana.com (for Travel Agencies only)
 Business Hours  Monday - Friday: 6:00AM - 5:30PM (Pacific Time)
 Saturday, Sunday and National Holidays: Closed


Agency Handling

Agencies will be notified of schedule changes via GDS. Segments will be changed to TK status and agencies will be required to provide the following:

< Rebooking and Exchange Option >

  • Removal of old or changed segments.
  • Travel agents must reissue tickets at least 24 hours prior to scheduled departure.
  • All change fee and fare differences are waived however the appropriate waiver code must be used when processing the even exchange.
  • Enter Waiver code SKCHG at the beginning of the Endorsement /Restriction box in addition to the original endorsement information.
    <EX> “ SKCHG NH10/01NOV NRTJFK “
  • If the travel agency fails to comply with the above, receives ADM, and disputes it as schedule change, ANA will reduce to 15% of ADM amount or
    USD40/CAD40/MXN800 whichever is higher for insufficient information.
     

< Refund Option >

  • Cancel the passenger's reservation.
  • Cancellation penalties are waived when the involuntary changes meet the above condition. Contact our ANA Sales/Agency Support Team for Waiver code.
  • Refund Report through ARC/BSP.
  • Enter appropriate Waiver code in Waiver Code Box in GDS & ARC/BSP reporting.
  • 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 except for involuntary downgrade.
  • 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.
  • If the travel agency fails to comply with the above, receives ADM, and disputes it as schedule change, ANA will reduce to 15% of ADM amount or
    USD40/CAD40/MXN800, whichever is higher, for insufficient information. 
     

(2) Name Correction

In principal, ANA prohibits any changes in the name field after PNR creation. However, if an occasion which requires name correction happens, travel agents can make name correction on All Nippon Airways (205) validated tickets and reissue/even exchange the ticket without any penalties. Name corrections are not allowed to substitute one passenger for another. The travel agents are required to ensure that a passenger's ticket matches their government issued photo identification.

To complete a name correction, the following criteria must be met:

  • Correction of spelling, initial, title of the name (gender change)
  • When the first name and the family name are in the wrong order
  • Middle name addition and deletion
  • Surname change due to marriage or divorce
  • Incorrectly-input name (including misread kanji)
  • All Nippon Airways (NH 205) must be the validating carrier
  • All flights on the ticket must be operated by NH.
    * For the itinerary including flights operated by any other carrier, please contact ANA Sales Support Desk for assistance.
  • Changes to flights, travel dates or itinerary are not permitted.
  • Only one reissue per ticket is allowed for a name correction.
    Any additional name corrections are subject to all change fees and increases in fare.
     

Instructions for Exchange/Refund

  • Make sure if the name correction meets the above conditions.
  • Whenever possible, correct the name on the original PNR. If that is not possible, then book a new PNR with correct name.
    **Please contact our ANA Sales/Agency Support Team to make sure if the new name & booking is successfully reflected to ANA’s system.
       (Failure to check with ANA may cause an automated booking cancellation).
ANA Sales Support Desk
 Telephone  1-800-262-2250
 Email  salessupport@fly-ana.com
 Business Hours  Monday - Friday: 6:00AM - 5:30PM (Pacific Time)
 Saturday, Sunday and National Holidays: Closed





 

  • Attempt to secure the same fare class that is ticketed, but if that cannot be done, book the flight in the lowest available fare class.
  • Secure Flight Passenger Data (SFPD) must be re-entered with the new name.
  • Cancel the flights from the original booking if you were not able to correct the name using the PNR. This will release the seats back into inventory and avoid duplicate space on the same flight (*).
    (*) When no class is available for rebooking, please DO NOT cancel the original booking. Contact ANA Sales Support Desk for assistance.
  • < Exchange option> Reissue the ticket by doing an even exchange and utilizing the Waiver Code “Name Correction” in the Endorsement Restriction Box on the
                                     new ticket.
  • < Refund option> When the ticket is to be refunded & new ticket is issued, enter “ NC205xxxxxxxxxx”
                                 (XXX :New TKT No.) on the Waiver Code Field in GDS and IAR (ARC Interactive Agent Reporting) on Refund Report.
  • Failure to comply with the name correction policy will result in a debit memo.
  • If the travel agency fails to comply with the above, receives ADM, and disputes it as name correction, ANA will reduce ADM balance to 15% of ADM amount or USD40/CAD40/MXN800, whichever is higher for insufficient information.
     

(3) Illness/Injury Case

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.

ANA Sales Support Desk
 Telephone  1-800-262-2250
 Email  salessupport@fly-ana.com
 Business Hours  Monday - Friday: 6:00AM - 5:30PM (Pacific Time)
 Saturday, Sunday and National Holidays: Closed







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.

TICKET TRAVEL COMMENCEMENT REFUND CHANGES
RESERVATION CHANGES
OR REROUTING
MINIMUM STAY
 WAIVER
Passenger with illness/injury Before Permitted
(Note 1)
Not permitted Not permitted
After Permitted on ANA Fares / Flights (*) only
(Note 1 / 2 / 3)
Permitted on ANA Fares / Flights (*) only
(Note 1 / 2 / 3)
Immediate family member accompanying ill passenger Before Not permitted Not permitted
After Permitted on ANA Fares / Flights (*) only
(Note 1 / 2 / 3)
Permitted on ANA Fares / Flights (*) only
(Note 1 / 2 / 3)
Passenger accompanying ill passenger Before Not permitted Not permitted
After Permitted on ANA Fares / Flights (*) only
(Note 1 / 2 / 3)
Permitted on ANA Fares / Flights (*) only
(Note 1 / 2 / 3)


(Note 1)
Medical Certificate must be presented to ANA.
ANA (NH 205) ticket: Involuntary Exchange/Refund shall be applied.

(Note 2)
When provided in the fare rule, this procedure applies to OAL flights.

(Note 3)
For ANA carrier fares and unpublished fares, this procedure applies to OAL flights.
Reservation change/rerouting is limited to original carrier and booking class. Passengers traveling in a fare with a restriction of rerouting/change must return to the original point on the ticket.

Case 1: NH Operation flight ⇒ NH Operation flight
Case 2: NH Market/OAL Operation flight ⇒ NH Market flight (same operating carrier)
Case 3: NH Market/OAL Operation flight ⇒ NH Operation flight

◆ 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 (if given) or appropriate wording 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.
  • If an agency submits a valid certificate after receiving a debit memo, ANA will reduce ADM balance to 15% of ADM amount or
    USD50 / CAD50 / MXN1000 whichever is higher for insufficient information.
     

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 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.

  • If an agency submits the valid certificate after receiving debit memo, ANA will reduce ADM balance to 15% of ADM amount or
    USD50 / CAD50 / MXN1000 whichever is higher for insufficient information.

ANA Sales Support Desk
 Telephone  1-800-262-2250
 Email  salessupport@fly-ana.com
 Business Hours  Monday - Friday: 6:00AM - 5:30PM (Pacific Time)
 Saturday, Sunday and National Holidays: Closed


(4) Death Case

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 (if given) or appropriate wording in Endorsement/Restriction box
  • Failure to submit a Death Certificate to ANA will be regarded as voluntary change and subject for a debit memo.
  • If the agency submits the valid certificate after receiving debit memo, ANA will reduce ADM balance to 15% of ADM amount or
    USD50 / CAD50 / MXN1000, whichever is higher for insufficient information.
     

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
  • Verify that ANA received medical certificate and  cancellation fee will be waived.
  • (When authorized by ANA) Refund ticket without cancellation fee through 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.  
  • If the agency submits the valid certificate after receiving debit memo(ADM), ANA will reduce ADM balance to 15% of ADM amount or
    USD50 / CAD50 / MXN1000, whichever is higher for insufficient information.