▼ The cases to cover cost
If a delay, cancellation or temporary landing occurs attributable to IBEX Airlines.
*Actual transportation expenses and accommodation expenses will be provided up to an amount determined by IBEX Airlines.
▼ The cases not to cover cost
・A delay or cancellation due to customer convenience
・A delay, cancellation or temporary landing attributable to Force Majeure (e.g., bad weather)
▼ Deadline of compensation application
Please apply for the settlement of your expenses within 30 days of the departure date of the reserved flight.
Please note that applications submitted after 30 days will not be covered by compensation.
▼ Coverage of compensation
1. IBEX Airlines pays for compensation up to the total amount 15,000 yen for the cost of the transportation expenses and accommodation expenses.
2. If you change to the flight operated by other airline or other ground public transportation services, IBEX Airlines will pay the fare differences regardless of the above.
Transportation expenses other than those between "departure airport and arrival airport" for your ticket cannot be covered.
In the case of ground public transportation expenses, only Basic Fare ticket fee and Express ticket fee will be reimbursed.
（Expenses such as the Reserved Seat ticket fee, the Green Car ticket fee, or the upgraded seat ticket fee of transportation are not covered by compensation, even within the maximum amount.）
For Shinkansen with all Reserved Seats, the Reserved Seat ticket fee will be also covered by the compensation.
Taxi and rental cars are not included in ground public transportation services.
Please note that you will be responsible for any amount deemed to be outside the scope of coverage.
▼ Items required when applying
Receipts are required for application.
Please make your own arrangements for reservations and tickets purchases for ground public transportation, and be sure to receive a receipt.
▼ Period from application to completion
It normally takes 2-3 weeks from application completion to confirmation of the details.
However, it may take more than a month depending on the circumstance such as when many flights are delayed or canceled.
▼ Flight number of the purchased ticket
Customers who purchased tickets from IBEX Airlines and ANA can apply.
When applying, please enter the applicable flight number in the "Flight Number" field.
The case the flight from Sendai to Itami (Osaka) is canceled attributable to IBEX Airlines and the final destination is Kyoto:
If you change to ground public transportation services or other airline due to cancellation or delay etc., please refund the relevant flight ticket yourself.
Please be aware that refunds are only available through the website or travel agency where you purchased.
The application method for payment of expenses incurred when changing to the alternative transportations, varies depending on the difference between the ticket price at the time of purchase and expenses as follows.
▼ Cases in which the expenses of transferring to ground public transportations or other airlines are higher than the ticket fare at the time of purchase.
Please apply for a compensation for the difference between the actual expenses incurred of the transfer and the flight ticket fare.
▼ Cases in which the expenses of transferring to ground public transportations or other airlines are lower than the ticket fare at the time of purchase.
Compensation will be provided by refunding the reserved flight. We will not collect the difference.
To apply for compensation, it is necessary to provide one of the following information as well as receipts associated with delays or cancellations.
Please ensure that you have them ready before proceeding to the application process.
Customers who purchased tickets from IBEX Airlines and ANA can apply.
When applying, please enter the applicable flight number in the "Flight Number" field.
Confirmation number is 9-digit authentication code. You can check it in the following ways:
Passenger number is a 1 to 3-digit number on your boarding pass.
Compensation number will be notified only to customers who purchased tickets from ANA.
Customers who purchased tickets from IBEX Airlines are required to have your Confirmation number or Passenger number.
Select the language in which you want to view the site and tap "Next".
Tap "Apply for Compensation".
Enter the name of the customer (representative) receiving the compensation in Katakana or alphabet.
Select the method for searching customer information.
※Note: Compensation application numbers are only for customers who purchased from ANA.
Explanation of each search method is provided here.
Scroll down
Enter the following information:
・Date of the flight
・Airline (FW or NH)
If purchased from IBEX Airlines: FW
If purchased from ANA: NH
・Flight number (2-4 digits)
・Number of customers receiving compensation
For multiple customers, input fields for companions will be displayed.
Enter their information accordingly.
・Tap "Next."
The compensation details available for receipt will be displayed.
Confirm the details and tap "Next.“
※Note: If there are multiple flights eligible for compensation, select the flight to proceed with. Select the target flight and tap "Next."
Select "Japan" as your place of residence.
※Note: IBEX Airlines does not accept "Outside Japan.“
For customers residing outside Japan, compensation will be provided in cash at the airport counter. Please also check “For Customers Residing Overseas.“
The available compensation methods will be displayed in the compensation receipt section.
Select the preferred compensation method and follow the instructions to input the information.
Scroll down.
Enter your email address.
If additional information about compensation is needed, we will contact you via the entered email address.
Scroll down.
Tap "Next“
When the "Application Complete" screen is displayed, your compensation application is complete.
You will receive an email regarding compensation receipt.
Access the URL provided in the email to receive your compensation.
Customers who purchased tickets from IBEX Airlines and ANA can apply.
When applying, enter the applicable flight number in the "Flight Number" field
Customers residing outside Japan or without a Japanese bank account or electronic money can be assisted with cash at the airport counter. Alternatively, contact the reservation and information center.
Year-round 8:00-20:00
(only available from within japan)
See here for international numbers