Worst customer service of my life (living abroad for 10+ years, flying 2 to 3 times a year) Full detailed story here : https://airlines-experience.com/2025/01/14/terrible-experience-with-ana/ Long story short : My wife, myself and our daughter (3yo) had a 3 weeks-long trip planned in Japan to visit our family. We bought a return ticket with ANA • I and my daughter couldn't make it and joined later by another way • Arriving in Japan, my wife confirmed with ANA staff that my daughter and I will be able to use the return ticket • On the return day, ANA staff refused the check-in and made us pay 731220 JPY (~4900 USD) in new tickets for the same plane, and this, with the most unprofessional staff possible at Haneda Airport, 2 hours before departure (see the full story for details). The company (after many other reasons we refuted one by one) claimed it's their rule, and refused to take in consideration their own staff confirmed to my wife we could use the ticket. Without this confirmation, We would have bought another ticket, much cheaper. We paid, and hopefully we could... else we would have been stuck in Tokyo with a 3yo child, paying for hotels and restaurants waiting for a cheaper ticket, a nightmare in other terms. Back home, We wrote customer support about it and after a month, they replied they cannot identify the mentioned staff, even though we gave them the exact place, day and time my wife spoke with the person. Either it's an awful organized airline, either we don't share the same values about making mistakes, assuming and repairing them, I'll let you judge. In both case, I won't recommend ANA to anybody, neither I will use their service in the future This plane route is the best way for my family to reunite once to twice a year but I'll find another way, even if it has to be longer or more expensive, not a penny of mine will go to ANA anymore.

So amazing. Kindest crew ever and Krug Champaign in first. Best airline in the world!!

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!