Information on Delay and Cancellation at the Airport on the Departure Day
There may be cases when flights are delayed, cancelled or diverted on the departure day 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 via airport information displays and announcements, on the ANA website and through the ANA Reservation and Customer Service Center.
- 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.
- 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.
- Please note that this information pertains to the flight irregularities on the day of departure, and it does not apply to cancellations or schedule changes that happen prior to the departure date.
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The respective certificates can be downloaded from Issue Certificate of Delay/Cancellation/Diversion on the ANA website.
Please note that certificates can only be issued for ANA-operated flights. Certificates for international codeshare flights operated by a partner airline are not available through this service.
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 than 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 than 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)