On my flight to LAX my bag was damaged and a report was filed and once back in Delhi they took my bag, kept it for two weeks and then gave it back in the same condition with the damage still there, nothing was done to repair and nothing was done to even inform me that the repair was not done. I am shocked by the behaviour, I very clearly told that if you can fix it great if you cannot please replace the bag with a similar one, I was told decidedly that it could be fixed, I have photos of the returned bag with exactly same damage, and I have copy of the report
James P Stamm
5.0
I’ve been flying with ANA 12 of the last 14 trips from NY to Naha,but this trip on Oct 31 ,2018 flight 9 was very disappointing! I was in seat 30a,directly across from a husband and wife and child of maybe one or two years old. Neither the husband or wife seemed concerned about the loud and obnoxious screeming of their child,in fact they encouraged it by letting romper room spill over into the aisle, as if it was an extension of their living room,playing tag,and clapping hands as if they were in a public play ground or on their own private jet, all of this activity taking place during the first 8 hours of the flight to Tokyo, even when the lights where lowered so passengers might sleep.I finally complained to the stewardess,and her answer was to return with a pair of earplugs,which i refused,how am I supposed to engage in conversation wearing earplugs? Well I guess the husband and wife figured out what was said and almost immediately the play time,screaming etc.ceased. I lay the blame on poor parenting of a spoiled child and total disregard for fellow passengers’ comfort,thinking only of themselves. I’m quite sure ANA won’t go out of business if I don’t book with you again,I’ll give my money to someone else. Yours truly J.P. Stamm
Traven Carlson.
3.0
Hello, I recently was booked on a flight with ANA from Okinawa to Tokyo where I was scheduled to have a 2 hour layover so I can take an international Delta flight home after being deployed with the military for 6 months to see my family. However, due to some type of maintance I was told I cannot make my connection flight was was given 15000 yen and a list of hotels that i have to pay for that are over 15000 yen. So no I have to pay with my own money to stay anouther night away from my home and reschedule my coming home ceremony that now some of my family will not be able to join because they leave before I come home. I have been on flights that I didn’t make the connection flight before with other airlines and they would give a voucher for a future flight, food and a hotel. I was so disappointed.
Jeffrey Surratt
1.0
I went to the ANA counter at Narita today to change my Singapore flight. It took one hour several phone calls and paper to change my ticket. It is 2018 and any other airline can do this in minutes. As of this complaint,I still don’t have my ticket and boarding is in 30 minutes. Seriously it should not be this archaic and this not good customer service. Never flying ANA again.
Maria Liza
5.0
My friend and I had a delayed flight last July 20, 2018 from Manila Philippines to Tokyo Narita Japan which is scheduled at 9:30 am with ANA and from Tokyo Narita to Los Angeles. We boarded the plane at 11:30 am so definitely our next flight to Los Angeles was also affected. When my friend and I arrived at Tokyo Narita, we were informed that we will be flying the next day with the same time so naturally our flight from Los Angeles to Phoenix with Southwest airline will also be affected. We have asked an ANA flight attendant that ANA should shoulder the re-booking expenses but she said that it wouldn’t. My friend and I have experienced all the inconveniences by checking out our luggages and was booked in a small hotel without restaurant so we were really starving. Since the airline caused the delayed, I believe I have the right to have a reimbursement which I have incurred because it was a 24 hour delayed flight. If we have arrived on the same day which is 20th of July, we have plenty of hours (4 hrs) to board our next domestic flight. I have paid $290 for the said re-booking of our Los Angeles to Phoenix flight due to this incident.
Arthur Trueger
5.0
This is the suggested prior Airline notification of an intended complaint with the US Department of Transportation in connection with ticket 2052405962881. This was a non refundable ticket which expired in May despite my prior attempts to rebook another date with a change fee. During conversations with ANA staff on the phone i was informed that if the ticket expired the taxes but not the fees would be refunded. In a call today I was told there would be no $176 tax refund since I had not cancelled the ticket prior to the May expiry date. Since the taxes were paid in connection with a flight that did not take place failure to refund them is a fraudulent collection of the tax. I require that the tax be refunded immediately.
Bobby
1.0
June 22, 2018
ANA is the worst airline we ever flew to Asia. We will not take any ANA affiliated airline again. I will also let our family and friends know abotu ANA.
Don’t fly this airline. We were charged extra because we arrived a day early to see Japan. I was taking pictures of myself and my son in front of the ANA counter. I was told that it was a violation to take selfies of myself in front of the ANA counter at Narita airport and I had to show the female supervisor what i had taken. I declined and told her “sorry but your not looking at anything on my phone”. After about 30 minutes of telling 2 female supervisor that they have no right to look into my phone, they finally gave us our boarding pass. They changed our seating assignments and threaten me with a fine if i had photos of ANA. About 30 minutes before we were about to board out flight to San Francisco. another female came by us and identified herself as customer service and wanted to assist us. The ANA rep said that they had moved us from our assigned seats and put us in different locations but would like to change the seating back to our original requested seats. I told her it didn’t matter where she put us on the plane. She then politely said her supervisor was concerned that I had taking pictures of myself in front of the ANA counter and that i would be fined if i didn’t show the pictures from my phone. I was in another country, felt I had no other option. I finally showed the ANA rep some pictures in my phone and asked her what was the problem. The ANA rep could not give me answer and said that i could be fine but she couldn’t tell me what and why i could be fine for??? . The ANA rep then left and came back with our new boarding passes with new seating assignments. We felt harassed but what can you do when your in another country.
Edwin Yu Lee
5.0
Good day i just got off flight nh869 today june 3 2018 with my family of 6 and i must say your flight service refused me a can of pepsi saying its conpany policy since they were not given enough supplies this trip ??? My japanese seatmates were given full cans of beer and wine and the stewardess refused my request for the can of pepsi she was pouring for me !!! I never in my life of 40 years of flying was put in shame from my fellow passwngers by not allowing me just for 1 can of pepsi, next time i should bring my own beverage aboard , if ever there is a next time
Martha Leon
5.0
My husband and myself flew with ANA on March 22, 2018 from Chicago O’Hare to Tokyo with our final destination in New Delhi. The airplane had technical problems in O’Hare and didn’t depart on time. We supposed to get to New Delhi on March 24 @ 12:05 am, but because of the delay, we arrived at about 6:30 pm. By the time we got to the hotel it was dark, so we couldn’t do anything, not even buying the train tickets to Agra and Jaipur. So we had no option but to go to these cities on taxi. We ending paying $350 dollars for this service. Our plans were to get to Delhi on March 24 at midnight, sleep for a few hours, buy the train tickets to Agra and Jaipur, first thing in the morning, and then do some sightseeing. Our itinerary was, sightseeing in New Delhi on March 24th, Agra on March 25th and Jaipur on March 26th and then flying to Bangkok on March 27th. It took us 5 years to save money for this trip, and now we feel very sad and frustrated that one day was taking away from our itinerary and we could not do anything in New Delhi. I hope you understand how we feel and try to compensate us for taking away one day, because ONE day, it makes a big difference, when you are on vacation. I hope I can hear from you soon.
John Gordon
5.0
I was completely ignored at checking- I was at airport 3 hours before flight and first to check in. I requested an isle seat that would recline- I was given a window seat on emergency exit that will not recline- I asked to rethink my request to accommodate my needs. SORRY was their excuse. Will not fly this airline again. And will also tell all my friends.
kitti
1.0
22nd Jan 2018: NRT to KUL: NH815: My husband and my flight was cancelled due to snow after 6 hours sitting in the plane which i can still understand and appreciate the concern of safety.
What is really upsetting is that, we were ushered immediately out of immigration after disembarking the plane and was left in the airport stranded over night. Customer service counter refuses to rebook our flights and keep saying that their computer systems cannot rebook flight and gave us only a notice of a number to call to rebook our flight which we could not get through at all. We spend approximately 10860yen just on phone calls to get our flights rebook, which we had to call back malaysia’s office to have it rebook as the japanese number is just a no through number.
What is even more upsetting is that we found out there were other customers being rebook but we were denied the rebook. Felt that i wasn’t appreciated as a customer. What i do not understand is how could the company allow their customer service representative be scolded over and over again by angry customers and not just have a solution to have the computer terminal ready for flight rebooking? I can understand if i don’t get onto the next immediate flight due to many other passengers. But leaving us out in the cold, not rebooking our flights and not care is just horrible. And i do not respect companies who abuses their staff by allowing them to be scolded by many many angry customers.
This is definitely a company that doesn’t appreciate its customers and its employees!
I think they are not fit to be in Star Alliance at all!
Linh
1.0
I usually have great experience with ANA, and this time it is so terrible. We reserved our seats 2 months ahead and 3 weeks before we schedule for flight and our seats reservation are gone, we are now stuck with terrible seats and I am extremely upset. The customer service agent is terrible, there are couple of alternative solution that they can offer:
1. Refund portion of the money due to glitch in the system
2. Offer airline credit due to system failure
3. Offer to upgrade our seats with a portion of a discount and let customers pay a portion – even if customers decline this offer – at least you seem like you try your best to make the experience easier.
There are many ways to ease the experience, and yet nothing they can do. Flying with ease and feeling comfortable are important to customers and I am disappointed.
R.Simon
1.0
Very biased customer service.
At check in I was told that there were no aisle / widow seats, however when boarding the plane I discovered a few that were actually available. When I requested to change seats, the crew stated that they did not allow for changing seats but would check. It took so long for them to confirm that a Japanese man changed seats without requesting. They then came back to inform me that the seat was now taken….., Really Disappointed. (ANA flight 174 – Narita to Houston) 15 Jan 2018
I am Star Alliance Gold through two Star Alliance Airlines and fly this route (SG-TYO-HOU) once s month.
Chief Carlos Colucci
2.0
Club number 4392603107. To whom it may concern, on Jan-10-2018 I boarded my flight from BKK to NRT, several months ago I contacted ANA by phone and requested a seat assignment that would best assist me with my travel due to my physical injuries. I fully explained everything to the rep I spoke to. And was assigned seat 30A. This was changed upon check in at Bkk and when I arrived at the NRT airport I attempted to address the issue and was told nothing could be done to accommodate me. I was stuck in a seat with limited Room to move and had to climb over another passenger every time I needed to use the restroom. And was seated behind a mother with a 3 year old child that screamed and cried through out the flight on a 11 hour flight this made a difficult situation even worst. I have always had good experiences with your airline. Please look into this. I have another flight with your airline on 1-25-2018
Fong Sook Yin
5.0
I recently took a flight 06Dec17 from Tokyo (Narita) to Singapore NH801. I made a purchase for a Pandora bracelet (Yen 24,500). The item was presented in the Pandora box. During purchase, the flight attendant did not open the item for inspection so I did not open it for any further check as the cabin light has dimmed for passengers resting. However, upon return, under proper lighting, I can see 2 areas in the bracelet has tarnished and oxidized. I have written immediately to the airline but all the replies are just to re-emphasise that there’s nothing they can do as they do not allow return or exchange for all inflight items even if they are faulty. If the items are covered by warranty, I have to approach the company for warranty coverage. However when I approached Pandora in Singapore, they have replied that oxidization do happens as due to the air condition hence they cannot do any exchange but to revert me back to the Airlines to resolve any dispute. If I required any polishing service, they can send the item to their center in Singapore but at a chargeable amount. I would have to pay for this amount. Can anyone advise me for inflight purchases, what right we do have ? Is it possible for the airline to push all blame for unsatifactory items ? As a consumer do we have any protection for all inflight purchases ? Or is this only happening in ANA inflight service ?
Mala Roy Chowdhry
1.0
My travel from Delhi to Tokyo was an amazing one and I was completely satisfied by the hospitality and service. However, while travelling back to Delhi from Tokyo on 7th October 2017, by NH-827, when I was collecting my baggage, I found the lock I had put on it missing. I contacted the local ANA employee present there and he asked me to check my belongings. Everything seemed to be in place and I asked him to take care of locks and luggage henceforth. After reaching home, I realised that I had put my packet of chocolates worth 1000 YEN in that bag and it was missing. This was totally unexpected of ANA. Will never travel again!!
Mrs MR Earle
5.0
I had occasion to travel on 14 June from Manchester Airport to Düsseldorf on a flight EW9343 and onward from Düsseldorf to Tokyo Narita Airport on LH4962 at 20.00hrs. We were all boarded and waited and waited, then to be told there was a problem with baggage. I was sat on the left side of plane and could see that baggage was being taken off, luggage numbering being checked and recounted. This went on for over an hour, hence a very late take off and having to get new flight clearance. This meant that I missed a connecting train at Narita Airport and had to get a much later one. I was meeting my family who had flown from New Zealand and we were unable to communicate my problem. I would have forgotten about this and treated it as a one off happening, but on my return home I, again, had problems at Düsseldorf in that we were due to fly at 18.55 on 5 July on EW9344 and did not start boarding until well after this time. We waited on the runway and, again, had to wait for flight clearance. Again this flight took off well over an hour late and on arriving in Manchester Airport, I had a connecting train back to my home town of Newcastle upon Tyne and certainly missed the one I was booked on. I managed to get a later train, but arrived back in Newcastle at 1am in the morning – not something I had planned when making my arrangements. Both instances were traumatic to me because I travel alone and certainly not something I want to encounter again. What are your comments on this and how are you going to make me feel confident to travel with you again?
Robin
1.0
I had a very bad experience when flying ANA from Tokyo (Narita) to Mumbai, on seat number 20A of aircraft NH 829 on 23rd March.
I had already been flying for many days and was very tired.
The seat that was allocated to me has a fault with the reclining function, which caused the seat to swing up and down throughout the flight.
I was not offered and alternated seat, and was forced to bear with this seat for the 10+ hour fight.
I lost my night’s sleep and ended up with a sprained back, from all the turbulence and sleeplessness.
Mandira
5.0
I was transferred to All Nippon Airways from Air India on 3rd may 2017 to fly to Narita Tokyo as we missed our connecting flight to Tokyo.I am a business class passenger and I was on seat 5D on flight NH 828 on May 3rd 2017.I ate the salmon and rice for breakfast before landing in narita airport and have been sick since I reached home.I have a very upset stomach and have been to the toilet 10-12 times on 3rd May and 10 times on 4 th May.Today I am totally dehydrated and still going to the toilet with an upset stomach.I have been eating Imodium tablets and charcoal tablets.I have had to start an antibiotic today,Norflox TZ..
I am surprised that the food you serve in business class can be so bad.
Looking forward for a reply from you soon.
Michael Roberts
5.0
My family of four with two young children were treated so poorly by ANA. ANA s flight from sapporo to Tokyo was delayed 3 hours so we missed the connecting direct flight to Sydney we arrived at Tokyo at 11.30 pm told we would be put up in a hotel until next direct flight, but after another hour of waiting around we were moved to the international airport and told to catch another flight in 2 hours time to Hong Kong so i asked again can we spend the night in Tokyo as the children were tired and hungry we were told we must catch this plane. On arrival at Hong Kong at 4.30am the airport was closed we had to wait until 8.30am to board budget airline for 12 hours to sydney. what we paid for was direct flights on ANA not to travel half way around the world and wait in airports ANA was rude to us offered not even a food voucher. My complaints have been glossed over with a blanket letter my 8 year old could have copy and pasted.why pay top dollar to a supposedly leading Japanese airline to be treated so badly friends travelled at the same time were delayed by same storm and went by Jet star a budget airline and were put up in a hotel and flew direct the next day. I am so disappointed in ANA and will be writing to my local and sydney based travel guides to let others know to avoid at all costs flying with ANA
Tay
1.0
I always heard that ANA is a good airline in terms of services, however I began to raise my doubts after my recent trip from Sapporo to Singapore. It was a terrible trip experience. Firstly, I’m suppose to fly back on the 12th from Sapporo, transit in haneda and back to Singapore. My flight time from Sapporo to haneda is 8am in the morning by Air Do NH4712 and then transit in haneda by ANA NH841 at 10.45am. It would mean that I have to arrive at the airport by 6am for checking in. The reason that I have to choose this early flight was due to work commitment on the following day and for this flight, I have to arrange for a private transport to bring me from the hotel to airport at 5am as no other means of transport is available at such an early hour of the day. Despite making the effort to reach the airport (new chitose airport) early for checking in, the flight was delayed more than a hour and no proper reason was given for the delay by the captain of the plane. For this delay, I am sure to be late for my connecting flight in haneda at 10.45am. But I was not worry at all as I assume that ANA would assist me in this matter since it was not my fault for the delay. But to my surprise, ANA did not wait for me but to off loaded me and my luggage. Then came a ground staff from Air Do to explain about the situation and ask me to buy either a train or bus ticket to Narita for the next flight bound for Singapore at 450pm. I am so furious about how they casually handle this issue and request to speak to someone of a higher authority but they say can’t. I do not know whether they understand what I’m trying to say as the ground staff is not very conversant in English. What she did was just hastily trying to direct me to the train ticket counter and ask me to get the ticket to narita myself. To be frank I am very disappointed with the kind of service ANA is providing here. If I could afford to return at a later timing at 450pm, I would have booked that particular flight and not an early timing at 8am during a winter season in Sapporo. This delay not only affects my work but also unnecessary expenditure on private transport hiring as well as purchasing transport tickets from haneda to narita to catch the next flight. It was totally unacceptable in the way this matter was just simply dealt with by ANA, not to mention coming from such a reputable airline. If it was SINGAPORE AIRLINES or even CATHAY AIRLINES, I am very sure they would have solve this matter in a more reasonable and acceptable way. I am looking forward to relevant authority to get back to me at the soonest time regarding this matter.
Foong
3.0
Took NH880 with connecting flight NH211 Sydney-Tokyo-London on 09/01/2017/10/01/2017. Sydney ground staff could not find my connecting flight (!) for NH211. After much waiting at the counter, they said that they have now found it but cannot give me my boarding pass to London because of a “systems error” in Haneda. Their solution – you will have to check-in all over again in Haneda. What about my bags, I asked? You have to take them yourself and check them in again. The ground staff did not make ANY effort to assist me with a solution.
I had to ask them to ensure that someone meet me at Haneda and assist me because I was sure I would have issues with Immigration as I do not have forwarding boarding pass and I have to pass through immigration in order to get my forwarding boarding pass.
Why can’t the staff be more helpful and offer this assistance, or have someone meet us with my boarding pass and sort out my luggage? In addition to giving me stone faces, there was absolutely NO token of apology by way of a gift or a shopping voucher or something. It was “just take care of it yourself”. This is dreadful. Really unhappy with ANA. Will be flying Business Class on other airlines next time unless some proper response is given.
Sofia Romão
2.0
Between January 9th and 10th I flew from Lisbon, Portugal, to Takamatsu, Japan, changing in Munich, Germany, and Tokyo, Japan (flight nos. TP554, NH218, NH537). This was a return trip, the first of which (from Takamatsu to Lisbon) took place on December 24th the previous year. I made the reservation directly with ANA, who told me more than once (on the phone when I was searching flights, and at the time of departure from Takamatsu in December) that I would only have to pick up my checked in luggage at my final destination. At the time of check in for my return trip (Jan. 9th), I confirmed once again (making it a total of three times) that I would only need to pick up my luggage at my final destination (in this case, Takamatsu). Being told so, I moved from Haneda International Terminal to Domestic Terminal 2 to get on my last flight headed to Takamatsu, and was then told (by pure chance too) I actually had to pick up my luggage and check it in again for the domestic flight. Note that this would mean having to take the shuttle bus back to Haneda International Terminal, pick up said luggage, bring it back to Domestic Terminal 2, check it in, and then board. This was impossible in the time between the two flights, more so considering I was extremely tired after almost 15 hours onboard and with considerable weight on me as it was. With that in mind, what I found astonishing most of all was the fact that the staff didn’t even offer to look after my hand/cabin bags while I tried to run between terminals to pick up the luggage, let alone have staff over at Haneda International Terminal simply send said luggage over. Not to mention I was told to head to multiple information centres to retrieve it, thus having to waste time telling the same story to different staff members.
Regardless of the fact that TAP was the one telling me I would only have to pick up my bag in Takamatsu (note this only applies to my third confirmation), the reservation was handled by ANA, which means TAP was at some point given false/inaccurate information. This brings me to ask you, what good does a Star Alliance title serve if the involved parties fail in their communication?
Needless to say, I missed my last flight (barely, which makes me wonder why it wasn’t an option to hold the departure for a few minutes, as it is hardly unheard of for departures to be delayed while late customers are called – especially considering the majority of these 6 flights had been delayed too, something I can say I’ve rarely experienced in the significant number of flights I have been on in the past – and also considering the staff knew early on that I was fixing their mistake) due to someone else’s miss, and was unapologetically told I’d have to wait for the next flight.
Quite frankly, I find this whole episode quite atrocious coming from a company that seems to pride itself in customer service and efficiency, and hope airline companies such as ANA will make more of an effort to improve on thoughtfulness in their services in the future.
steve decaro
1.0
Love your airline & service however booking a flight online is horrible. My wife is from Japan & she couldn’t figure it out because we are returning from a different city. We finally had to book through a travel agent, I almost booked Japan airlines out of San Francisco due to the inconvenience.
Simrit Kapila
5.0
ANA at New Delhi Airport are distorting the facts. Their reaction to the complaint was negative.
The response from the ANA Duty Manager Ms. Rawat at New Delhi Airport was very disappointing as it lacked empathy, sensitivity and a diplomatic stand on the entire matter. She was clearly siding with her staff.
It was obvious that they are not interested in their passengers’ feedbacks or complaints and they are not willing to make it up to their customers the way Emirates does or even offer a sincere apology. Instead they are out to contradict the customers all the time. I am particularly disappointed because I expected better from a Japanese Company.
ANA should be more selective about their Airport staff and teach them to demonstrate sensitivity in addressing complaints through emails. Instead of neutralising a passenger they tend to alienate their passengers. Perhaps travel agents were right in telling me to choose other airlines over ANA over the years. The only reason we always chose ANA was only because of their reservations office staff.
I talked to the ANA Reservations Delhi office and they too agreed that the whole idea of web check-in is to save time and give entire information including visa details of a traveller before arrival at the airport to make it easier for the traveller.
Now even if ANA systems were down that is not the passenger’s problem specially when the passenger has already updated all her details including Green Card number a week before travel. It is untrue that the Green Card number was not updated in her record with them as Ms. Khan had informed my mother because I did it myself on ANA website because I manage her bookings. We know the procedure as we are frequent flyers and that too with ANA, Emirates and Lufthansa on this route. There is this form for travel to America regarding visa or immigration details which has to be filled in much in advance or the passenger may be denied boarding and once that is accepted from their end does the Airline allow web check-in to that passenger on that route.
Ms. Rawat claims that Ms. Khan had informed my mother that the delay was only due to the systems problem which is not true. Ms. Khan did not say that the delay in check-in was ONLY due to system outage but she said that she needed to update the passenger’s Green Card on the system as well which does not make sense as my mother’s green card number had been accepted by ANA system many days before the system outage. In that case why did she want to swipe the Green Card ?
Simrit Kapila
5.0
ALL NIPPON AIRWAYS NEW DELHI AIPORT CHECK-IN COUNTER-
HARASSMENT OF SENIOR CITIZEN
My mother called me again and she informed me that due to the delay caused by the ANA staff at the New Delhi Airport check-in counter for NH828, she could not even have enough time to have refreshments despite reaching the Airport three hours before the flight and web check-in. Her health has got affected too as she is not supposed to be standing for so long and the female staff of ANA made her stand for an hour while the others were allowed to go. This is pure discrimination and that too of a permanent resident of the United States. The ANA team it seems was not willing to even compensate her for the inconvenience caused by upgrading her seat or even reveal the name of the staff who caused this unpleasant experience.
Pathetic and unprofessional customer service ! The ANA representatives are harassing senior citizens. I am writing to inform about the undue harassment of my mother who is a senior citizen. She is a frequent traveller and has been travelling with ANA on Del.- San Francisco route for a long time now but never has she been harassed and discriminated like this.
She is a permanent resident of U.S and always does web check-in before her travel. But tonight she was made to wait for an hour at the ANA counter at New Delhi Airport because the lady behind the counter wanted to “swipe” her Green Card and supposedly her system was not working to do so immediately. It was not her place to swipe the Green card as this is the job of the immigration counter.
My mother due to health issues can’t stand for long and naturally this long delay at the ANA check-in counter affected her greatly and caused her a lot of inconvenience. They should have upgraded her seat considering the long delay because of their fault and inefficiency.
No senior person from ANA intervened to resolve the problem . Since she is a permanent resident of United States, she would like to know under which rule ANA staff insisted that the Green Card had to be swiped at the check-in counter from the originating station of the travel i.e New Delhi Airport. We have the Right to Answers and the Right to Information.
I am going to address this issue and escalate it on my Consumers Rights Blog too. On insisting on having the name of the lady concerned, much later we were informed that her name was Bushra Khan if that is the correct name we were given.
ANA is spoiling the image of Japanese Customer Service. I have worked in Japan and my family has lived in Japan too and we know for sure that such bad customer service is inexcusable and unacceptable in Japan. So why doesn’t ANA deliver the same smooth customer service and pleasant experience internationally ? Shitsurei desu !
Chew
5.0
ANA was (used to be but with today’s lousy experience, DISAPPOINTING) my preferred Airline, thus I booked my long haul flight from Singapore to Boston. This flight was a code-sharing flight with United Airlines.
On my return flight, I faced a delay of 6 hours from Chicago to Narita and in the end missed my connecting flight from Narita to Singapore.
I needed a written clarification from ANA about this delay and the missed connecting flight to justify my travel insurance claims and my absence from work, thus I wrote to ANA for help.
In the end, I got a lousy simple reply that the flight is operated by United thus just simply divert me to United for the clarification.
What is this? I booked my flight with ANA and not United! Whatever codeshare flight is transparent to me, ANA should have responded to my complaints with some courteousness especially after I reached home 18 hours later than expected!
Ben
5.0
Was it only July 12th 2016, it is this the new standard for ANA? NH 11 had plane issues but the series of customer service agent issues after that was unbelievable and unprofessional for what we thought was a respectable airline. After nearly two days of travel for what should have been just under a day, my family finally arrived in Manila. Too bad all of their luggage was still on the ground in Chicago despite being told it will be in Manila and not to worry. No one bothered to actually look up the baggage tag information? They were only properly booked on the first replacement flight after they had to go back to the original gate to have the boarding pass printed since the new gate’s systems were down. Only then did they find out that the previous agent didn’t actually book them on the flight.
Flights involved: NH11 (canceled), NH113 (July 12) and NH869 (July 14)
Complaint was submitted via the ANA website. TBD what good that does.
Chand
5.0
Took a flight NH 828 Amc number 3232591752, date 12 July. Shockingly, I encountered really rude staff. One Mr Azal was even lacking basic customer service training. They are so naive that they cant even read and check documents. It takes two hours. And additionally staff lacks professionalism and courteous attitude to fliers. Not really happy about ANA this time.
On my flight to LAX my bag was damaged and a report was filed and once back in Delhi they took my bag, kept it for two weeks and then gave it back in the same condition with the damage still there, nothing was done to repair and nothing was done to even inform me that the repair was not done. I am shocked by the behaviour, I very clearly told that if you can fix it great if you cannot please replace the bag with a similar one, I was told decidedly that it could be fixed, I have photos of the returned bag with exactly same damage, and I have copy of the report
I’ve been flying with ANA 12 of the last 14 trips from NY to Naha,but this trip on Oct 31 ,2018 flight 9 was very disappointing! I was in seat 30a,directly across from a husband and wife and child of maybe one or two years old. Neither the husband or wife seemed concerned about the loud and obnoxious screeming of their child,in fact they encouraged it by letting romper room spill over into the aisle, as if it was an extension of their living room,playing tag,and clapping hands as if they were in a public play ground or on their own private jet, all of this activity taking place during the first 8 hours of the flight to Tokyo, even when the lights where lowered so passengers might sleep.I finally complained to the stewardess,and her answer was to return with a pair of earplugs,which i refused,how am I supposed to engage in conversation wearing earplugs? Well I guess the husband and wife figured out what was said and almost immediately the play time,screaming etc.ceased. I lay the blame on poor parenting of a spoiled child and total disregard for fellow passengers’ comfort,thinking only of themselves. I’m quite sure ANA won’t go out of business if I don’t book with you again,I’ll give my money to someone else. Yours truly J.P. Stamm
Hello, I recently was booked on a flight with ANA from Okinawa to Tokyo where I was scheduled to have a 2 hour layover so I can take an international Delta flight home after being deployed with the military for 6 months to see my family. However, due to some type of maintance I was told I cannot make my connection flight was was given 15000 yen and a list of hotels that i have to pay for that are over 15000 yen. So no I have to pay with my own money to stay anouther night away from my home and reschedule my coming home ceremony that now some of my family will not be able to join because they leave before I come home. I have been on flights that I didn’t make the connection flight before with other airlines and they would give a voucher for a future flight, food and a hotel. I was so disappointed.
I went to the ANA counter at Narita today to change my Singapore flight. It took one hour several phone calls and paper to change my ticket. It is 2018 and any other airline can do this in minutes. As of this complaint,I still don’t have my ticket and boarding is in 30 minutes. Seriously it should not be this archaic and this not good customer service. Never flying ANA again.
My friend and I had a delayed flight last July 20, 2018 from Manila Philippines to Tokyo Narita Japan which is scheduled at 9:30 am with ANA and from Tokyo Narita to Los Angeles. We boarded the plane at 11:30 am so definitely our next flight to Los Angeles was also affected. When my friend and I arrived at Tokyo Narita, we were informed that we will be flying the next day with the same time so naturally our flight from Los Angeles to Phoenix with Southwest airline will also be affected. We have asked an ANA flight attendant that ANA should shoulder the re-booking expenses but she said that it wouldn’t. My friend and I have experienced all the inconveniences by checking out our luggages and was booked in a small hotel without restaurant so we were really starving. Since the airline caused the delayed, I believe I have the right to have a reimbursement which I have incurred because it was a 24 hour delayed flight. If we have arrived on the same day which is 20th of July, we have plenty of hours (4 hrs) to board our next domestic flight. I have paid $290 for the said re-booking of our Los Angeles to Phoenix flight due to this incident.
This is the suggested prior Airline notification of an intended complaint with the US Department of Transportation in connection with ticket 2052405962881. This was a non refundable ticket which expired in May despite my prior attempts to rebook another date with a change fee. During conversations with ANA staff on the phone i was informed that if the ticket expired the taxes but not the fees would be refunded. In a call today I was told there would be no $176 tax refund since I had not cancelled the ticket prior to the May expiry date. Since the taxes were paid in connection with a flight that did not take place failure to refund them is a fraudulent collection of the tax. I require that the tax be refunded immediately.
June 22, 2018
ANA is the worst airline we ever flew to Asia. We will not take any ANA affiliated airline again. I will also let our family and friends know abotu ANA.
Don’t fly this airline. We were charged extra because we arrived a day early to see Japan. I was taking pictures of myself and my son in front of the ANA counter. I was told that it was a violation to take selfies of myself in front of the ANA counter at Narita airport and I had to show the female supervisor what i had taken. I declined and told her “sorry but your not looking at anything on my phone”. After about 30 minutes of telling 2 female supervisor that they have no right to look into my phone, they finally gave us our boarding pass. They changed our seating assignments and threaten me with a fine if i had photos of ANA. About 30 minutes before we were about to board out flight to San Francisco. another female came by us and identified herself as customer service and wanted to assist us. The ANA rep said that they had moved us from our assigned seats and put us in different locations but would like to change the seating back to our original requested seats. I told her it didn’t matter where she put us on the plane. She then politely said her supervisor was concerned that I had taking pictures of myself in front of the ANA counter and that i would be fined if i didn’t show the pictures from my phone. I was in another country, felt I had no other option. I finally showed the ANA rep some pictures in my phone and asked her what was the problem. The ANA rep could not give me answer and said that i could be fine but she couldn’t tell me what and why i could be fine for??? . The ANA rep then left and came back with our new boarding passes with new seating assignments. We felt harassed but what can you do when your in another country.
Good day i just got off flight nh869 today june 3 2018 with my family of 6 and i must say your flight service refused me a can of pepsi saying its conpany policy since they were not given enough supplies this trip ??? My japanese seatmates were given full cans of beer and wine and the stewardess refused my request for the can of pepsi she was pouring for me !!! I never in my life of 40 years of flying was put in shame from my fellow passwngers by not allowing me just for 1 can of pepsi, next time i should bring my own beverage aboard , if ever there is a next time
My husband and myself flew with ANA on March 22, 2018 from Chicago O’Hare to Tokyo with our final destination in New Delhi. The airplane had technical problems in O’Hare and didn’t depart on time. We supposed to get to New Delhi on March 24 @ 12:05 am, but because of the delay, we arrived at about 6:30 pm. By the time we got to the hotel it was dark, so we couldn’t do anything, not even buying the train tickets to Agra and Jaipur. So we had no option but to go to these cities on taxi. We ending paying $350 dollars for this service. Our plans were to get to Delhi on March 24 at midnight, sleep for a few hours, buy the train tickets to Agra and Jaipur, first thing in the morning, and then do some sightseeing. Our itinerary was, sightseeing in New Delhi on March 24th, Agra on March 25th and Jaipur on March 26th and then flying to Bangkok on March 27th. It took us 5 years to save money for this trip, and now we feel very sad and frustrated that one day was taking away from our itinerary and we could not do anything in New Delhi. I hope you understand how we feel and try to compensate us for taking away one day, because ONE day, it makes a big difference, when you are on vacation. I hope I can hear from you soon.
I was completely ignored at checking- I was at airport 3 hours before flight and first to check in. I requested an isle seat that would recline- I was given a window seat on emergency exit that will not recline- I asked to rethink my request to accommodate my needs. SORRY was their excuse. Will not fly this airline again. And will also tell all my friends.
22nd Jan 2018: NRT to KUL: NH815: My husband and my flight was cancelled due to snow after 6 hours sitting in the plane which i can still understand and appreciate the concern of safety.
What is really upsetting is that, we were ushered immediately out of immigration after disembarking the plane and was left in the airport stranded over night. Customer service counter refuses to rebook our flights and keep saying that their computer systems cannot rebook flight and gave us only a notice of a number to call to rebook our flight which we could not get through at all. We spend approximately 10860yen just on phone calls to get our flights rebook, which we had to call back malaysia’s office to have it rebook as the japanese number is just a no through number.
What is even more upsetting is that we found out there were other customers being rebook but we were denied the rebook. Felt that i wasn’t appreciated as a customer. What i do not understand is how could the company allow their customer service representative be scolded over and over again by angry customers and not just have a solution to have the computer terminal ready for flight rebooking? I can understand if i don’t get onto the next immediate flight due to many other passengers. But leaving us out in the cold, not rebooking our flights and not care is just horrible. And i do not respect companies who abuses their staff by allowing them to be scolded by many many angry customers.
This is definitely a company that doesn’t appreciate its customers and its employees!
I think they are not fit to be in Star Alliance at all!
I usually have great experience with ANA, and this time it is so terrible. We reserved our seats 2 months ahead and 3 weeks before we schedule for flight and our seats reservation are gone, we are now stuck with terrible seats and I am extremely upset. The customer service agent is terrible, there are couple of alternative solution that they can offer:
1. Refund portion of the money due to glitch in the system
2. Offer airline credit due to system failure
3. Offer to upgrade our seats with a portion of a discount and let customers pay a portion – even if customers decline this offer – at least you seem like you try your best to make the experience easier.
There are many ways to ease the experience, and yet nothing they can do. Flying with ease and feeling comfortable are important to customers and I am disappointed.
Very biased customer service.
At check in I was told that there were no aisle / widow seats, however when boarding the plane I discovered a few that were actually available. When I requested to change seats, the crew stated that they did not allow for changing seats but would check. It took so long for them to confirm that a Japanese man changed seats without requesting. They then came back to inform me that the seat was now taken….., Really Disappointed. (ANA flight 174 – Narita to Houston) 15 Jan 2018
I am Star Alliance Gold through two Star Alliance Airlines and fly this route (SG-TYO-HOU) once s month.
Club number 4392603107. To whom it may concern, on Jan-10-2018 I boarded my flight from BKK to NRT, several months ago I contacted ANA by phone and requested a seat assignment that would best assist me with my travel due to my physical injuries. I fully explained everything to the rep I spoke to. And was assigned seat 30A. This was changed upon check in at Bkk and when I arrived at the NRT airport I attempted to address the issue and was told nothing could be done to accommodate me. I was stuck in a seat with limited Room to move and had to climb over another passenger every time I needed to use the restroom. And was seated behind a mother with a 3 year old child that screamed and cried through out the flight on a 11 hour flight this made a difficult situation even worst. I have always had good experiences with your airline. Please look into this. I have another flight with your airline on 1-25-2018
I recently took a flight 06Dec17 from Tokyo (Narita) to Singapore NH801. I made a purchase for a Pandora bracelet (Yen 24,500). The item was presented in the Pandora box. During purchase, the flight attendant did not open the item for inspection so I did not open it for any further check as the cabin light has dimmed for passengers resting. However, upon return, under proper lighting, I can see 2 areas in the bracelet has tarnished and oxidized. I have written immediately to the airline but all the replies are just to re-emphasise that there’s nothing they can do as they do not allow return or exchange for all inflight items even if they are faulty. If the items are covered by warranty, I have to approach the company for warranty coverage. However when I approached Pandora in Singapore, they have replied that oxidization do happens as due to the air condition hence they cannot do any exchange but to revert me back to the Airlines to resolve any dispute. If I required any polishing service, they can send the item to their center in Singapore but at a chargeable amount. I would have to pay for this amount. Can anyone advise me for inflight purchases, what right we do have ? Is it possible for the airline to push all blame for unsatifactory items ? As a consumer do we have any protection for all inflight purchases ? Or is this only happening in ANA inflight service ?
My travel from Delhi to Tokyo was an amazing one and I was completely satisfied by the hospitality and service. However, while travelling back to Delhi from Tokyo on 7th October 2017, by NH-827, when I was collecting my baggage, I found the lock I had put on it missing. I contacted the local ANA employee present there and he asked me to check my belongings. Everything seemed to be in place and I asked him to take care of locks and luggage henceforth. After reaching home, I realised that I had put my packet of chocolates worth 1000 YEN in that bag and it was missing. This was totally unexpected of ANA. Will never travel again!!
I had occasion to travel on 14 June from Manchester Airport to Düsseldorf on a flight EW9343 and onward from Düsseldorf to Tokyo Narita Airport on LH4962 at 20.00hrs. We were all boarded and waited and waited, then to be told there was a problem with baggage. I was sat on the left side of plane and could see that baggage was being taken off, luggage numbering being checked and recounted. This went on for over an hour, hence a very late take off and having to get new flight clearance. This meant that I missed a connecting train at Narita Airport and had to get a much later one. I was meeting my family who had flown from New Zealand and we were unable to communicate my problem. I would have forgotten about this and treated it as a one off happening, but on my return home I, again, had problems at Düsseldorf in that we were due to fly at 18.55 on 5 July on EW9344 and did not start boarding until well after this time. We waited on the runway and, again, had to wait for flight clearance. Again this flight took off well over an hour late and on arriving in Manchester Airport, I had a connecting train back to my home town of Newcastle upon Tyne and certainly missed the one I was booked on. I managed to get a later train, but arrived back in Newcastle at 1am in the morning – not something I had planned when making my arrangements. Both instances were traumatic to me because I travel alone and certainly not something I want to encounter again. What are your comments on this and how are you going to make me feel confident to travel with you again?
I had a very bad experience when flying ANA from Tokyo (Narita) to Mumbai, on seat number 20A of aircraft NH 829 on 23rd March.
I had already been flying for many days and was very tired.
The seat that was allocated to me has a fault with the reclining function, which caused the seat to swing up and down throughout the flight.
I was not offered and alternated seat, and was forced to bear with this seat for the 10+ hour fight.
I lost my night’s sleep and ended up with a sprained back, from all the turbulence and sleeplessness.
I was transferred to All Nippon Airways from Air India on 3rd may 2017 to fly to Narita Tokyo as we missed our connecting flight to Tokyo.I am a business class passenger and I was on seat 5D on flight NH 828 on May 3rd 2017.I ate the salmon and rice for breakfast before landing in narita airport and have been sick since I reached home.I have a very upset stomach and have been to the toilet 10-12 times on 3rd May and 10 times on 4 th May.Today I am totally dehydrated and still going to the toilet with an upset stomach.I have been eating Imodium tablets and charcoal tablets.I have had to start an antibiotic today,Norflox TZ..
I am surprised that the food you serve in business class can be so bad.
Looking forward for a reply from you soon.
My family of four with two young children were treated so poorly by ANA. ANA s flight from sapporo to Tokyo was delayed 3 hours so we missed the connecting direct flight to Sydney we arrived at Tokyo at 11.30 pm told we would be put up in a hotel until next direct flight, but after another hour of waiting around we were moved to the international airport and told to catch another flight in 2 hours time to Hong Kong so i asked again can we spend the night in Tokyo as the children were tired and hungry we were told we must catch this plane. On arrival at Hong Kong at 4.30am the airport was closed we had to wait until 8.30am to board budget airline for 12 hours to sydney. what we paid for was direct flights on ANA not to travel half way around the world and wait in airports ANA was rude to us offered not even a food voucher. My complaints have been glossed over with a blanket letter my 8 year old could have copy and pasted.why pay top dollar to a supposedly leading Japanese airline to be treated so badly friends travelled at the same time were delayed by same storm and went by Jet star a budget airline and were put up in a hotel and flew direct the next day. I am so disappointed in ANA and will be writing to my local and sydney based travel guides to let others know to avoid at all costs flying with ANA
I always heard that ANA is a good airline in terms of services, however I began to raise my doubts after my recent trip from Sapporo to Singapore. It was a terrible trip experience. Firstly, I’m suppose to fly back on the 12th from Sapporo, transit in haneda and back to Singapore. My flight time from Sapporo to haneda is 8am in the morning by Air Do NH4712 and then transit in haneda by ANA NH841 at 10.45am. It would mean that I have to arrive at the airport by 6am for checking in. The reason that I have to choose this early flight was due to work commitment on the following day and for this flight, I have to arrange for a private transport to bring me from the hotel to airport at 5am as no other means of transport is available at such an early hour of the day. Despite making the effort to reach the airport (new chitose airport) early for checking in, the flight was delayed more than a hour and no proper reason was given for the delay by the captain of the plane. For this delay, I am sure to be late for my connecting flight in haneda at 10.45am. But I was not worry at all as I assume that ANA would assist me in this matter since it was not my fault for the delay. But to my surprise, ANA did not wait for me but to off loaded me and my luggage. Then came a ground staff from Air Do to explain about the situation and ask me to buy either a train or bus ticket to Narita for the next flight bound for Singapore at 450pm. I am so furious about how they casually handle this issue and request to speak to someone of a higher authority but they say can’t. I do not know whether they understand what I’m trying to say as the ground staff is not very conversant in English. What she did was just hastily trying to direct me to the train ticket counter and ask me to get the ticket to narita myself. To be frank I am very disappointed with the kind of service ANA is providing here. If I could afford to return at a later timing at 450pm, I would have booked that particular flight and not an early timing at 8am during a winter season in Sapporo. This delay not only affects my work but also unnecessary expenditure on private transport hiring as well as purchasing transport tickets from haneda to narita to catch the next flight. It was totally unacceptable in the way this matter was just simply dealt with by ANA, not to mention coming from such a reputable airline. If it was SINGAPORE AIRLINES or even CATHAY AIRLINES, I am very sure they would have solve this matter in a more reasonable and acceptable way. I am looking forward to relevant authority to get back to me at the soonest time regarding this matter.
Took NH880 with connecting flight NH211 Sydney-Tokyo-London on 09/01/2017/10/01/2017. Sydney ground staff could not find my connecting flight (!) for NH211. After much waiting at the counter, they said that they have now found it but cannot give me my boarding pass to London because of a “systems error” in Haneda. Their solution – you will have to check-in all over again in Haneda. What about my bags, I asked? You have to take them yourself and check them in again. The ground staff did not make ANY effort to assist me with a solution.
I had to ask them to ensure that someone meet me at Haneda and assist me because I was sure I would have issues with Immigration as I do not have forwarding boarding pass and I have to pass through immigration in order to get my forwarding boarding pass.
Why can’t the staff be more helpful and offer this assistance, or have someone meet us with my boarding pass and sort out my luggage? In addition to giving me stone faces, there was absolutely NO token of apology by way of a gift or a shopping voucher or something. It was “just take care of it yourself”. This is dreadful. Really unhappy with ANA. Will be flying Business Class on other airlines next time unless some proper response is given.
Between January 9th and 10th I flew from Lisbon, Portugal, to Takamatsu, Japan, changing in Munich, Germany, and Tokyo, Japan (flight nos. TP554, NH218, NH537). This was a return trip, the first of which (from Takamatsu to Lisbon) took place on December 24th the previous year. I made the reservation directly with ANA, who told me more than once (on the phone when I was searching flights, and at the time of departure from Takamatsu in December) that I would only have to pick up my checked in luggage at my final destination. At the time of check in for my return trip (Jan. 9th), I confirmed once again (making it a total of three times) that I would only need to pick up my luggage at my final destination (in this case, Takamatsu). Being told so, I moved from Haneda International Terminal to Domestic Terminal 2 to get on my last flight headed to Takamatsu, and was then told (by pure chance too) I actually had to pick up my luggage and check it in again for the domestic flight. Note that this would mean having to take the shuttle bus back to Haneda International Terminal, pick up said luggage, bring it back to Domestic Terminal 2, check it in, and then board. This was impossible in the time between the two flights, more so considering I was extremely tired after almost 15 hours onboard and with considerable weight on me as it was. With that in mind, what I found astonishing most of all was the fact that the staff didn’t even offer to look after my hand/cabin bags while I tried to run between terminals to pick up the luggage, let alone have staff over at Haneda International Terminal simply send said luggage over. Not to mention I was told to head to multiple information centres to retrieve it, thus having to waste time telling the same story to different staff members.
Regardless of the fact that TAP was the one telling me I would only have to pick up my bag in Takamatsu (note this only applies to my third confirmation), the reservation was handled by ANA, which means TAP was at some point given false/inaccurate information. This brings me to ask you, what good does a Star Alliance title serve if the involved parties fail in their communication?
Needless to say, I missed my last flight (barely, which makes me wonder why it wasn’t an option to hold the departure for a few minutes, as it is hardly unheard of for departures to be delayed while late customers are called – especially considering the majority of these 6 flights had been delayed too, something I can say I’ve rarely experienced in the significant number of flights I have been on in the past – and also considering the staff knew early on that I was fixing their mistake) due to someone else’s miss, and was unapologetically told I’d have to wait for the next flight.
Quite frankly, I find this whole episode quite atrocious coming from a company that seems to pride itself in customer service and efficiency, and hope airline companies such as ANA will make more of an effort to improve on thoughtfulness in their services in the future.
Love your airline & service however booking a flight online is horrible. My wife is from Japan & she couldn’t figure it out because we are returning from a different city. We finally had to book through a travel agent, I almost booked Japan airlines out of San Francisco due to the inconvenience.
ANA at New Delhi Airport are distorting the facts. Their reaction to the complaint was negative.
The response from the ANA Duty Manager Ms. Rawat at New Delhi Airport was very disappointing as it lacked empathy, sensitivity and a diplomatic stand on the entire matter. She was clearly siding with her staff.
It was obvious that they are not interested in their passengers’ feedbacks or complaints and they are not willing to make it up to their customers the way Emirates does or even offer a sincere apology. Instead they are out to contradict the customers all the time. I am particularly disappointed because I expected better from a Japanese Company.
ANA should be more selective about their Airport staff and teach them to demonstrate sensitivity in addressing complaints through emails. Instead of neutralising a passenger they tend to alienate their passengers. Perhaps travel agents were right in telling me to choose other airlines over ANA over the years. The only reason we always chose ANA was only because of their reservations office staff.
I talked to the ANA Reservations Delhi office and they too agreed that the whole idea of web check-in is to save time and give entire information including visa details of a traveller before arrival at the airport to make it easier for the traveller.
Now even if ANA systems were down that is not the passenger’s problem specially when the passenger has already updated all her details including Green Card number a week before travel. It is untrue that the Green Card number was not updated in her record with them as Ms. Khan had informed my mother because I did it myself on ANA website because I manage her bookings. We know the procedure as we are frequent flyers and that too with ANA, Emirates and Lufthansa on this route. There is this form for travel to America regarding visa or immigration details which has to be filled in much in advance or the passenger may be denied boarding and once that is accepted from their end does the Airline allow web check-in to that passenger on that route.
Ms. Rawat claims that Ms. Khan had informed my mother that the delay was only due to the systems problem which is not true. Ms. Khan did not say that the delay in check-in was ONLY due to system outage but she said that she needed to update the passenger’s Green Card on the system as well which does not make sense as my mother’s green card number had been accepted by ANA system many days before the system outage. In that case why did she want to swipe the Green Card ?
ALL NIPPON AIRWAYS NEW DELHI AIPORT CHECK-IN COUNTER-
HARASSMENT OF SENIOR CITIZEN
My mother called me again and she informed me that due to the delay caused by the ANA staff at the New Delhi Airport check-in counter for NH828, she could not even have enough time to have refreshments despite reaching the Airport three hours before the flight and web check-in. Her health has got affected too as she is not supposed to be standing for so long and the female staff of ANA made her stand for an hour while the others were allowed to go. This is pure discrimination and that too of a permanent resident of the United States. The ANA team it seems was not willing to even compensate her for the inconvenience caused by upgrading her seat or even reveal the name of the staff who caused this unpleasant experience.
Pathetic and unprofessional customer service ! The ANA representatives are harassing senior citizens. I am writing to inform about the undue harassment of my mother who is a senior citizen. She is a frequent traveller and has been travelling with ANA on Del.- San Francisco route for a long time now but never has she been harassed and discriminated like this.
She is a permanent resident of U.S and always does web check-in before her travel. But tonight she was made to wait for an hour at the ANA counter at New Delhi Airport because the lady behind the counter wanted to “swipe” her Green Card and supposedly her system was not working to do so immediately. It was not her place to swipe the Green card as this is the job of the immigration counter.
My mother due to health issues can’t stand for long and naturally this long delay at the ANA check-in counter affected her greatly and caused her a lot of inconvenience. They should have upgraded her seat considering the long delay because of their fault and inefficiency.
No senior person from ANA intervened to resolve the problem . Since she is a permanent resident of United States, she would like to know under which rule ANA staff insisted that the Green Card had to be swiped at the check-in counter from the originating station of the travel i.e New Delhi Airport. We have the Right to Answers and the Right to Information.
I am going to address this issue and escalate it on my Consumers Rights Blog too. On insisting on having the name of the lady concerned, much later we were informed that her name was Bushra Khan if that is the correct name we were given.
ANA is spoiling the image of Japanese Customer Service. I have worked in Japan and my family has lived in Japan too and we know for sure that such bad customer service is inexcusable and unacceptable in Japan. So why doesn’t ANA deliver the same smooth customer service and pleasant experience internationally ? Shitsurei desu !
ANA was (used to be but with today’s lousy experience, DISAPPOINTING) my preferred Airline, thus I booked my long haul flight from Singapore to Boston. This flight was a code-sharing flight with United Airlines.
On my return flight, I faced a delay of 6 hours from Chicago to Narita and in the end missed my connecting flight from Narita to Singapore.
I needed a written clarification from ANA about this delay and the missed connecting flight to justify my travel insurance claims and my absence from work, thus I wrote to ANA for help.
In the end, I got a lousy simple reply that the flight is operated by United thus just simply divert me to United for the clarification.
What is this? I booked my flight with ANA and not United! Whatever codeshare flight is transparent to me, ANA should have responded to my complaints with some courteousness especially after I reached home 18 hours later than expected!
Was it only July 12th 2016, it is this the new standard for ANA? NH 11 had plane issues but the series of customer service agent issues after that was unbelievable and unprofessional for what we thought was a respectable airline. After nearly two days of travel for what should have been just under a day, my family finally arrived in Manila. Too bad all of their luggage was still on the ground in Chicago despite being told it will be in Manila and not to worry. No one bothered to actually look up the baggage tag information? They were only properly booked on the first replacement flight after they had to go back to the original gate to have the boarding pass printed since the new gate’s systems were down. Only then did they find out that the previous agent didn’t actually book them on the flight.
Flights involved: NH11 (canceled), NH113 (July 12) and NH869 (July 14)
Complaint was submitted via the ANA website. TBD what good that does.
Took a flight NH 828 Amc number 3232591752, date 12 July. Shockingly, I encountered really rude staff. One Mr Azal was even lacking basic customer service training. They are so naive that they cant even read and check documents. It takes two hours. And additionally staff lacks professionalism and courteous attitude to fliers. Not really happy about ANA this time.