Most incompetent airline in 60 years of adult travel. Over 100 days waiting for a $700 refund for a ticket that they admit they never issued to me but charged my credit card. A refund promised months ago (on recorded tape) and then....They have a Phillipines call center, Japanese call center and American call center (3 different numbers, but you wont know which one you are talking to!). The first two you will find absolutely useless and a runaround and stall. The American is no better yet.. STILL WAITING. And each time, on more than 15 calls (about 12 hours worth), they flatly refuse to send any email or confirmation of the issue or the case. I will probably go to small claims court, where in California, that means a $7700 claim, so they are not being very fugal either. Each time they promise to do this and that, and each time do nothing or have a different excuse or story. Truly amazing.

ANA -Business Class Meal - knorr cup of noodle and teacup size vegetable broth Business class flight from Haneda to SF. Got a vegetable soup, more like vegetable broth served in a teacup size cup. Not a single vegetable in that so-called vegetable soup. I can't taste anything but salt. After 9 hours, I asked for food and the flight attendant said the kitchen is closed with. a smirky smile. I was shocked by ANA's extremely low customer service performance, from food to the flight attendant's lack of concern. I wished I had taken pictures of the pathetic food. People in this world have different diet preferences. Most companies in hospitality industry who are customer service- driven are aware of this. So they usually offer more that one type of food. This was the first time I was served without meal options in business class.

I asked them if they could please change the flight for me - same carriers, same airlines, same cities, and same airports, just a different date. I explained that my grandfather is very ill and my cousin in Vienna needs my help with an emergency visa to see him asap. I offered to send his medical records from the emergency room as proof but no, they said there was nothing they could do because I cannot have a layover for more than 24 hours. I was never told that before which is very disappointing. I gave them the option to skip two tickets out of three - they said no again because I need to board all the flights. Then I asked them if I canceled they said I would only get the refund for taxes but they will take my miles which are at least a thousand dollars worth. Basically, I gave them three options and they said no to all of them.

This was the worst experience I’ve ever had with an airline. Ever. They didn’t notify me that I had to be TRIPLE vaccinated to transit through Tokyo, as if all 40 million people in Tokyo are triple vaccinated (yeah right). So they wouldn’t print my boarding passes and forced me to miss my flight even though I was on time. They also were no help in getting me a new one. As far as I see it they stole $1000 from me. Absolutely ZERO customer service.

On the date sept -20-2022 was a first time i flied with your airline ,I am so happy with your service ,the whole crew members are unbelievable with the way they treated everybody including me and my wife .they are not just so polite ,they are also very detail on their service , so now i want all my family members , friends to know your airline is the best airline compare to the others, if 5 stars are the best rate for the best airline ,i would give 5 stars to your ANA airline .I am so appreciate for your service .and i also have a date 11-OCT-2022 to fly back to Toronto and i am felt so lucky to fly with your airline again . Thank you so much and keep up with your excellent service .

I have been pleased with ANA over the years as I have flown them several times while living in Japan. It is more expensive than the others but the service had been better than the discount carriers and I had higher expectations. But recently I feel their promise of no fee change or cancellation policy is deceitful. In June I bought a one-way ticket from Hokkaido to Osaka at a time when they were urging customers to ‘buy now and don’t worry if you need to make a change’ policy during the pandemic. Ten weeks later I wanted to extend my vacation a couple days, but I was told there would be a cancellation fee or I could pay 25,000 yen to push my flight back two days. This really contradicts the promotional message from June. By contrast, other airlines (like United) offered a similar promo but clearly stated that the customer would be responsible if the fare increased for a similar flight. I will never book again using ANA.

Flew from KUL to Tokyo. From check-in to onboarding to flight service and food, excellent service. Food from KL to Tokyo could be improved. Return flight we experience less than satisfactory service because we wanted some changes in our seats which involved asking another passenger if he was willing to switch with you. The ground crew said they would try but they didn't. In the end when we boarded we asked the passenger himself who was more than happy to accommodate!

I found ANA to be a good airline with one major exception: I had a ticket from Nagoya to Tokyo to Seattle and I found myself staying in Tokyo longer that I had planned. I called ANA and told them that I would not be getting on the Nagoya to Tokyo flight since I was already in Tokyo, but I would still be getting on the Tokyo to Seattle flight. They said that unless I pay them 12,500 yen ($120), that I would not be allowed to get on my flight from Tokyo to Seattle. They considered that to be changing the ticket. I didn't want to change anything. I was simply telling them that I was going to skip one flight but take the other. This was absolutely ridiculous, but even after extensively talking to managers, they refused to budge one inch over their stance. I felt like I was being held hostage in Tokyo over 12,500 yen when me NOT getting on the Nagoya to Tokyo flight actually saved ANA money!

Best airline in Japan is JAL. Second is ANA. Though JAL staffs(pilots/co-pilots/FA) likes to move to ANA as they say, ANA has better benefits for the crews. However, from the user side, JAL has way better service. Such an example for ANA, is that the ground attendants can be swopped with a robot and no one can tell the different. It just means that they're not trained well and everything is completely by manual. If a customer is complaining, they just go by manual, if they're mad they just go by manual and customer satisfaction is second to nothing. JAL on the other hand is trained very well and knows how to cherish customers and of course they've a smile. Everything up to here is when leaving Japan to USA. From the US to JPN, it all will depend on the staff on duty. But here also, JAL staffs are significantly better trained compared to ANA. A friend of mine boarding together going to SIN had a bad experience and has written the complaint card. After submission in flight to the FA, a senior FA-like person and asked my friend of what's wrong? FAs didn't read and has just poured more oil on fire. We understood that ANA doesn't train the crews. Its still the same after 10 years.

The flight from Tokyo Haneda to Frankfurt was a result of being transferred from a British Airways flight and aren't I gad they did. The flight was my first experience with ANA and it was impeccable. Most probably the best flight I have ever had. Well done