Flight Delays and Cancellations

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 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.

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.

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)

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)

This contingency plan for lengthy tarmac delays is applicable to flights operated by All Nippon Airways Co., Ltd. (ANA) and by its subsidiary Air Japan Co., Ltd. (AJX) and has been adopted pursuant to the requirements of section 259.4 of the regulations of the U.S. Department of Transportation (DOT).

For all flights that depart from or arrive at U.S. airports, we will not allow the aircraft to remain on the tarmac without an opportunity for passengers to deplane for more than 4 hours. We will make the following reasonable efforts to provide convenient and comfortable service to all customers in the event that a flight is delayed.

• Provide adequate food and potable water no later than 2 hours following gate departure or flight touch-down.
• Ensure that operable lavatory facilities and adequate medical assistance, if needed, are available.
• Provide passengers on the aircraft notification every 30 minutes regarding the status of the delay, including the reasons for the delay, if known.
• Provide passengers on the aircraft notification every 30 minutes that they have the opportunity to deplane, if that opportunity exists.

We will make reasonable efforts to comply with this plan in the event of a diversion to any other U.S. airport. We have committed sufficient resources to implement this plan and we have coordinated this plan with airport authorities (including terminal facility operators, U.S. Customs and Border Protection, and the Transportation Security Administration) at all U.S. airports that we serve, including regular civilian diversion airports that are defined by DOT to be a “non-hub” or larger airport.

• Services for codeshare flights are offered according to the standards of the operating airlines.

• * The following cases, however, are excluded: The pilot-in-command (PIC) determines the aircraft should not leave where they are on the tarmac to disembark passengers for safety or security reasons, or the Air Traffic Control (ATC) advises the PIC that returning to the gate or another place for disembarkation would significantly disrupt airport operations.

A ticketed reservation made via the ANA website, the ANA Customer Service Center or ticketing counters at US airports served by ANA may be cancelled without penalty within 24 hours after the issuance of the ticket, except for reservations made within one week of departure, which may be cancelled without penalty only if permitted by applicable fare rules.

• Refunds must be requested through the ANA Customer Service Center in the U.S.
• As for award tickets, expired miles cannot be refunded.