Applying for Compensation

Applying for Compensation (Calculation of Various Expenses) Online

We sincerely apologize for the inconvenience our customers have experienced as a result of the flight delays and cancellations for which we bear responsibility.

Regarding Applications for Compensation (Calculation of Various Expenses)

• ● ORC will compensate within an approved scope for the following expenses in the event that your reserved flight was delayed or cancelled due to equipment failure, and so forth. (We are unable to bear expenses for delays and cancellations that we do not have control over, such as bad weather.)

• ・Fares for transfers to a flight operated by another airline company as well as other regular public transportation
• ・Transportation and accommodation expenses during transfers

• ● Please calculate your expenses within 30 days of the scheduled departure date of the reserved flight.

• ● A receipt(s) is required for making calculations.

• ● Please apply for airline ticket fare refunds from the following pages.

• ＞For customers with flight numbers beginning with “OC”click here
• ＞For customers with flight numbers beginning with “NH,” please check the ANA homepage.

• ・You can make calculations for refunds online up to 10 days after the scheduled departure date of the reserved flight.
  Please contact the ORC/ANA airport counter or the ORC reservation center for refunds after 11 days and within 30 days of the scheduled departure date of the reserved flight.

• ● The total amount that ORC can provide for ground transportation and accommodation expenses is limited to 15,000 yen.

Customers who are subject to apply online

• ● Customers boarding ORC operated flights

• ● Customers who purchased via the ORC or ANA homepage/Reservation center/Airport counter/Convenience store

• ・ORC will bear expenses for the difference in flight ticket prices for transfers to a flight operated by another airline company as well as other regular public transportation due to equipment failure, and so forth.

Airline ticket fare amount　＜　Regular public transportation fare amount　→　ORC bears expenses of any price difference

Airline ticket fare amount　＜　Regular public transportation fare amount
→　ORC bears expenses of any price difference

Please make calculations here.（*You will be redirected to the ANA website.）

Airline ticket fare amount　＞　Regular public transportation fare amount　→　Full refund for airline ticket

Airline ticket fare amount　＞　Regular public transportation fare amount
→　Full refund for airline ticket

Please apply for refunds here.

• ● Customers who purchased via a travel agent or travel site, etc.

• → Please carry out airline ticket refunds via the store where you made the purchase.
  ORC will bear expenses of any price difference. (Please apply via the compensation application on this website.)

• ● Customers using a group tour

• → Calculations will be made via group tour operators.
  Download advance statement of accounts (for tour operators)click here

Customers Who Are Not Subject to Apply Online

• ● For customers with flight numbers beginning with “JL”

• → Please apply at the ORC/ANA airport counter or ORC reservation center.

• ● Customers whose place of residence is outside Japan

• → Please carry out procedures at the ORC/ANA airport counter.
  *Applications can only be handled within Japan.

What to Prepare in Advance

Any one of the following items is required when applying for compensation (bearing expenses). Please have this ready before making an application.

●Confirmation number
●Passenger number
●Compensation application number

What is the confirmation number?

The confirmation number is a 9-digit number displayed on the web page only once when making a purchase.
*Please contact the ORC reservation center if you don’t know your confirmation number.
*It may not be possible to make an inquiry with a confirmation number if your flight was cancelled.

Web page after making a purchase

What is the passenger number?

The passenger number is a 1–3-digit number on your airline ticket. Please check for numbers that continue from “BN.”

For mobile airline tickets

For paper airline tickets

What is the compensation application number?

The compensation application number is a 9-digit number on notification emails related to this website.
We ask that customers who purchased via ORC (customers with a 2-digit flight number) please have their confirmation number or passenger number ready, as only customers who purchased via ANA (customers with a 4-digit flight number) will be notified with a number.

For compensation (calculation of various expenses) applications

*You will be redirected to the ANA website.

How to Apply

STEP.1 Please select the language in which you would like to view the website and press “Next.”

STEP.2 Please press “Compensation application.”

STEP.3 Please enter the name of the person (or representative) applying to receive compensation. Please select how you would like to retrieve your information and then scroll down.

STEP.4 Please enter the date, airline company (ORC), and purchase number (2-digit flight number beginning with “OC”) for the flight that you would like to receive compensation for.

STEP.5 Contents regarding the compensation that can be received will be displayed. Please check the details and click “Next.” *If you would like to receive compensation for multiple flight numbers, you can select the flight numbers to proceed with. Please select the relevant flight numbers and press “Next.”

STEP.6 Please select “Japan” as the place of residence you would like to receive compensation. *We are unable to handle applications “Outside Japan.” The information displayed in the “Means of receiving” field shows how to receive compensation available to you. Please select your preferred means of receiving compensation, enter your information as the guidance displays, and then scroll down.

STEP.7 Please enter your email address (we will contact you via email if you require assistance regarding compensation) and then scroll down. The means of receiving compensation for ORC operated flights is only by cash (bank account transfer).

STEP.8 Please press “Next.”

STEP.9 Your application for compensation is complete once the “Application complete” page is displayed. You will receive an email about receiving compensation. Please access the URL in the email and receive your compensation.

For compensation (calculation of various expenses) applications

*You will be redirected to the ANA website.

FAQ

For frequently asked questions about the compensation (bearing expenses) application

Why am I not receiving emails even though I registered my email address when I made a reservation?

If you are not receiving emails, the following reasons may apply:

-Incorrect email address input
-Domain or individual email address is blocked
-Automatic sorting to the spam/junk mail folder
-Selected "Do not wish to receive reservation notifications" option
-Checked your reservation via web or app before the email was sent

Please ensure that you can receive emails from "121.ana.co.jp" and check the "Reservation Confirmation, Purchase, Change, Cancellation, Seat Selection" page to verify that the registered email address is entered correctly.

Until when can I apply for compensation?

Please carry out the process within 30 days of the scheduled departure date of the reserved flight or the date instructed by the airline company.

What should I do if I incurred expenses?

Please prepare your receipt(s) that show you incurred expenses and visit the compensation web page.

The airplane was ANA, but the flight number was ORC. Which company should I apply to?

Please select “OC.”

The airplane was ANA, but the flight number was JAL. Which company should I apply to?

We are very sorry, but JAL flights cannot be handled on this page. We will respond to you at the scheduled airport of departure.

My place of residence is overseas (outside Japan). Can I receive payments in another country?

We are very sorry, but ORC only makes transfers to bank accounts within Japan. Please carry out procedures at the scheduled airport of departure.

I lost the compensation application leaflet. What should I do?

Please carry out procedures from here.

I don’t know my confirmation number, etc. What should I do?

Please contact the ORC reservation center.

I don’t have a device that reads QR codes. What should I do?

Please contact the ORC reservation center.

When will I receive a bank deposit transfer after making an application?

It usually takes around 10–14 days from acceptance to receive a payment. However, there are cases where it can take around one month due to circumstances such as numerous delayed or cancelled flights.

I lost my receipt. What should I do?

We are unable to make calculations without a valid receipt, so please have it reissued.