Hello,
my cousin recently booked a flight with ANA airlines which was flying from china to USA with a transit in japan. She's flew with this airline many times and had no problems, but this time, when there was a transit in japan, she needed to get out of the airport and go to another airport to catch the plane. But she was denied access for entry into japan because she did not have a visa. So she had to book another flight from the airport she landed in to USA, which cost her $ 2145USD.
That is a really big loss and we really think that the airline should have told us about such things. Is there anyway to claim some compensation from there? Any information on this would be greatly appreciated.
Thanks
Answer by nako
Having the proper travel documentation, including visas, is always the responsibility of the passenger, not the airline -- and while this situation is certainly unfortunate, your cousin is the one who needs to ensure that she has the proper visas for her journey. You can certainly ask for compensation, but I'd guess that the odds of actually receiving any are zero.
Answer by Anais Morgan
Many countries I've been to have just about exactly the same regulations to acquire a visa
Ensure the forms are filled in adequately double check this
Determine what kind of photograph is needed they vairy considerably
Present all the called for documents
This is very important dont lie and don't try to present fakes they will find out
Answer by Michael K
The airline did tell your cousin, but like most people, she chose not to read the airline's 'Conditions of Carriage' at the time of booking. More often than not, before a flight ticket can be purchased, the individual making payment will have to put a tick in a box to indicate that they have read the airline's rules. Whether they take the time to read them or not, the tick in the box indicates that the passenger accepts all of these conditions of carriage. Unsurprisingly, there is a section relating to 'Passports and Visas'. Section 16, paragraph B (Administrative Formalities > Passports and Visas).
To sum up quickly what this section says, it explains that passengers are ultimately responsible for providing travel documents that are required by law and that the airline will not refund unused ticket portions in this situation.
Your cousin can try to complain but it is certainly going to be a waste of her time. They will only quote the conditions of carriage that she unknowingly agreed to at the time of booking.
http://www.ana.co.jp/wws/uk/e/asw_common/others/yakkan/yakkan_e_16_hd.html
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