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Illness/Injury Case Waiver

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

If illness or Injury befalls a passenger, travel agencies can request a waiver for said passenger and all accompanying passengers. The illness/injury of a person who is not scheduled to travel together does not qualify for a waiver. Following IATA and ANA’s policy, Illness/injury cases will be treated as involuntary cases provided that a valid Medical Certificate** is submitted to ANA Sales Support Group.

**Medical certificate is a certificate or a copy thereof that a medical practitioner prescribes, and must contain information on the duration of the passenger’s illness/injury until the date when she/he becomes fit again to travel.

Applicable Ticket and Conditions 

  • Validated on NH (205) ticket stock
  • Fare Type : All fare types

◆ Illness/injury of passenger

Before Departure After Departure
Passenger Not Permitted Permitted Permitted
Accompanying passenger

Agency Handling

After Departure: Rebooking and Exchange

  • Submit a valid medical certificate to ANA Sales Support ( via Email. Once the request is authorized, they will provide you with more detailed instructions.
  • The passenger(s) will be accommodated to travel on the date the medical practitioner has cleared the passenger to travel and if that is not available, then on the soonest available date.
  • The ANA Sales Support Group will provide the waiver code. Be sure to enter the waiver code in the endorsement/restriction box on the new ticket or the waiver code box in GDS/ARC/BSP.
  • Failure to submit a medical certificate to ANA will be regarded as a voluntary change and therefore is subject to all fare rules. Providing the medical certificate retroactively cannot be accepted.


  • Submit a valid medical certificate to ANA Sales Support ( via Email. Once the request is authorized, a waiver code will be provided.
  • Refund ticket without cancellation fee through GDS/ARC/BSP.
  • Be sure to enter the Waiver Code in the Waiver Code box on the refund report.
  • For partially used tickets, calculate the unused portion as an involuntary refund as well as any unused PFC/Tax. Contact ANA Sales Support ( for assistance if needed.
  • Commission must be returned to ANA at the time of refund. In case of a refund of a partially used ticket, the commission will be recalculated based on the fare or charge for the itinerary already flown. The agency should return 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.