Travel agencies can apply for a death case waiver in the event of the passing of the passenger or an immediate family member* of the passenger. Following IATA and ANA’s policy, Death cases will be treated as involuntary cases provided the travel agency submits a valid Death Certificate** to the ANA Sales Support Group before processing an exchange or refund.
*Immediate Family member is defined as a spouse, children (including adopted children), parents, brothers, sisters, grandparents, grandchildren, parents-in-law, siblings-in-law, and children-in-law.
**Death certificate is a 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 where the death occurred.