Handling of Flight Delays and Cancellations at Airports
It is sometimes necessary to delay, cancel or divert flights due to various reasons such as congestion at the airport and bad weather. In such instances, we strive to provide accurate information on the situation as quickly as possible. Information is therefore provided via airport information displays and announcements, and also available on the ANA website and through the ANA Reservation and Customer Service Center.
- *1.If you are unable to reach your final destination on your scheduled date of arrival due to a major flight delay or cancellation attributable to ANA, we will cover the cost of accommodation/public transport/etc.
- *2.If a flight is delayed or canceled due to events beyond our control such as bad weather, we will assist you with making arrangements for accommodation and so on to the extent that we can. Please note, however, that you will be responsible for covering the costs incurred.
Coverage of Costs
|Reason for Delay, Cancellation, or Similar Event||Coverage of Costs|
|Reasons Attributable to ANA||ANA to cover cost of accommodation/public transport/etc.|
|Bad weather, airport congestion and other unexpected events||Passenger to cover cost of accommodation/public transport/etc.|
Reimbursement of Costs
If your flight is delayed or canceled due to a reason attributable to ANA, we will reimburse the subsequent costs incurred for accommodation/public transport/etc. in accordance with the parameters established by ANA.
- The original receipts must be submitted for reimbursements. (Copies are not accepted.)
Accommodation/Public Transport Costs Incurred before Departure Due to Flight Delay or Cancellation
When your flight is changed and you require accommodation due to your new flight having a different departure date to your original one
In the event that your flight is changed due to the original one being delayed/canceled and your new flight has a different departure date to your original one, we will reimburse your accommodation costs or your ground transport costs if you require accommodation due to scheduled public transport being unavailable. (Maximum amount available: JPY 15,000)
Accommodation/Public Transport Costs Incurred after Arrival Due to Flight Delay or Cancellation
When you are unable to meet your flight connection after arriving late due to a flight delay, cancellation, etc. and therefore require accommodation
In the event that you are unable to meet your flight connection and require accommodation after arriving at the arrival airport late due to a flight delay, cancellation, etc., we will reimburse your accommodation costs. (Maximum amount available: JPY 15,000)
When you arrive late after a flight delay and require accommodation due to scheduled public transport being unavailable
If you reach your arrival airport in the middle of the night due to a flight delay and scheduled public transport is subsequently unavailable, ANA will reimburse your accommodation costs or the public transport costs incurred in reaching your destination. (Maximum amount available: JPY 15,000)