All Nippon Airways (ANA) review by mikael larre

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.