My PagePayment of Lodging and Transportation Fees
We apologize for any inconvenience we have caused. In the case of flight delays and cancellations due to airline circumstances such as breakdowns in equipment, the following reimbursement will be paid within the scope determined by AIRDO.
- Note:
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- This section does not apply in the case of flights that are delayed, canceled, or turned back due to bad weather or other factors beyond human control.
Compensation application flow
Please use the URL below to apply within 30 days following the planned departure date.
- Note:
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- Customers who reside outside Japan are not eligible to apply using the website linked above.
Compensation coverage
- If the flight was transferred to other airline's flight or a regular ground public transportation due to the delays, cancellations, or temporary landings caused by reasons attributable to AIRDO.
- If transportation and/or accommodation expenses were incurred due to transfer.
- If you were directed to this page by AIRDO's airport staff.
- Note:
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- The deadline to apply for compensation is within 30 days from the departure date of your reserved flight (or the flight you boarded). If the application deadline has passed, you will not be able to apply for compensation.
- For customers who live overseas, please check here.
Scope of eimbursement
| Lodging fees and transportation fees | Price of another airline company's airplane ticket |
|---|---|
|
|
[Important]
Regarding ground transportation when arriving at night via the Tokyo (Haneda) - Sapporo (New Chitose) route
Some flights that arrive during the night are not scheduled with connections to railways and other ground transportation in mind. The customer is responsible for checking ground transportation options in advance. AIRDO will not cover transportation fees or lodging fees. Learn more.
- Transportation and lodging fees associated with flight changes due to cancelled flights
- Further transportation fees from the arrival airport due to a delayed arrival
- If you switch to scheduled public transportation, such as the Shinkansen or limited express train
(cancellation of a reserved flight at the airport of departure)
The following tickets are not refundable.
| Airplane ticket type | Reimbursement method |
|---|---|
| Award ticket, AIRDO Biz, Package tour | AIRDO will pay the full public transportation fee amount. Airplane tickets are not refundable, so you must carry out the adjustments within 30 days following the planned departure date of the reserved flight. The money will be transferred to the account you specify. |
- If your alternate travel route combines airplane travel with another scheduled mode of public transportation
- If scheduled public transportation from the arrival airport to your destination is not available as a result of the flight change
- If lodging is required because the alternative flight takes place the next day or later
Confirming your "confirmation number" and "passenger number"
Customers flying on an AIRDO flight must select either "confirmation number" or "passenger number" on the application web page.
- Notes:
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- The reimbursement application number is a number that is provided to passengers traveling under an ANA flight number.
- Verification using a confirmation number might not be possible for some customers who check in at the airport counter.
◆Your confirmation number
- e-Ticket receipt
- Note:
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- If your ticket was issued by a convenience store or travel agency, it will be indicated on your receipt.
◆Your passenger number
Example: If your flight number is BN:100, enter "100" on the application web page.
- Mobile boarding pass
- Airport-issued boarding pass
- Boarding pass issued by a website
How to apply / How to receive compensation after application
To apply for compensation, please follow the steps below.
STEP1
Select the language in which you want to view the page and press "Next".
STEP2
Please press "Apply for Compensation".
STEP3
Enter the name written on your boarding pass in katakana or alphabets.
Select how you would like to search for customer information.
STEP4
Please enter the boarding date, airline and flight number (two to four digits) of the flight for which you would like to receive compensation.
- Note:
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- For customers who purchased tickets from ANA (with four-digit flight numbers), please select "ANA" in the "Airline" field.
Select the number of the customers who will receive compensation (accompanying person(s)). If there is more than one person, the information entry field for the accompanying person(s) will be displayed. Please enter the information in the same way.
Please press "Next".
- For customers who purchased tickets from ANA (with four-digit flight numbers), please select "ANA" in the "Airline" field.
STEP5
The details of the compensation you can receive will be displayed. Confirm them and then press "Next".
- Note:
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- If there is more than one flight for which you would like to receive compensation, you can select the flight for which you want to proceed with the procedure. Select the flight to receive the compensation and then press "Next".
STEP6
Please select "Japan" as your place of residence.
- Note:
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- For flights operated by AIRDO, places of residence outside Japan are not covered. The information displayed in the Receiving Methods field shows the methods of receiving compensation that you can use. Select your preferred receiving method and then enter the information according to the displayed instructions.
STEP7
Enter your email address and then press "Next".
（Information about compensation will be sent to the email address you entered.）
STEP8
STEP 08 is the screen displayed to customers eligible for compensation for traveling and accommodation expenses.Please have your receipt ready, enter the necessary information, and click "Next".
- Note:
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- This screen may not be displayed in some cases, such as when applying for food and beverage expenses.
STEP9
If there are no errors in the details, please check the checkbox "I have reviewed the above, and I consent." at the bottom of the screen and press "Confirm".
- Note:
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- Please note that once you press "Confirm", you will not be able to change the application details.
STEP10
When the "Application Completed" screen is displayed, your application for compensation is complete. Please keep your compensation application number safe by printing it out or saving it as a screenshot on your device. You will receive an email regarding the receipt of compensation. Please access the URL stated in the email and receive compensation.
You will receive an email regarding the receipt of compensation after applying through the "Application for Compensation" process.
Please receive your compensation according to the receiving method you selected when applying.
◆ Customers Requesting Compensation via E-money
- Click here for how to receive electronic money (Selectable e-GIFT).*Only available in Japanese
- Click here for inquiries regarding electronic money (Selectable e-GIFT).*Only available in Japanese
◆ Customers Requesting Compensation via Bank Transfer
STEP1
Please enter the user ID and password stated in the email and press "Login".
- Note:
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- Please note that if you enter incorrect information three times, you will not be able to continue operation.
STEP2
Press "Receive by bank transfer".
Check the amount to be received and press "Receive by bank transfer".
STEP3
A notification will be displayed. Check the notification and then press "Next".
STEP4
Enter the first letter or more of the name of the financial institution to which you would like to have money transferred, in katakana or half-width alphabets, and press "Search".
STEP5
Please select the financial institution as the transfer destination.
STEP6
Enter the first letter or more of the name of the branch to which you would like to have money transferred, and press "Search".
STEP7
Please select the branch as the transfer destination.
STEP8
Select your account type and enter your account number.
Please press "Next".
- Note:
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- Please note that if you enter incorrect information six times, you will not be able to continue operation.
STEP9
Enter the account holder's name and then press "Next".
- Note:
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- Please note that if you enter incorrect information six times, you will not be able to continue operation.
- Please enter a space between your last name and first name. If the account holder's name on your bankbook is in English, please enter it with the correct spelling.
- You can check how to enter the account holder's name and important points to note on the Wellnet website.
STEP10
Explanations regarding the handling of personal information will be displayed. Please read them and press "Agree" if there are no problems.
STEP11
The final confirmation screen will be displayed. Please check that there are no errors in the contents, and if there are no problems, press "Transfer".
For customers who live overseas
Customers who live overseas cannot apply for compensation on this page.
Please let us know so that we can provide you with compensation at the airport AIRDO counter.
Please use the URL below to apply within 30 days following the planned departure date.
- Note:
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- Customers who reside outside Japan are not eligible to apply using the website linked above.
