All Nippon Airways Reviews 

THE WORST AIRLINE I HAVE EVER TRAVEL WITH (And I Have Traveled Internationally By Fiji Air, Xiami Air, American Airlines, Jal, Air New Zealand, Quantas,Korean Air, Delta, United, Vietnam Air, Thai Air & Few Other One).
The Seats Are too Small, Hard & Uncomfortable Expecially For Average Passengers & Extremely Terrible For The Ones Are Over Weight .
These People Have To Seat Diagnolly In Order To Be Able To Fit Themselves in The Small Seat.& As The Result Seating Like This,Thier Arms & Elbows Sticking Out Into Nieghburing Passengers Seat Causing Distribunces For Others.
I Am Slim 5,8" ,160 Lbs ,But Still Having A Hard Time Seating In ANA Plane Seats For 10-14 Hours Of Flights. My Reclining Seat Also Very Hard To Recline & That Needed To Be Repaired, . 10 Hours Later Me & An Attendent Finally Were Able To Force It to Push Back Slightly .. 24G Seat Number, 787 Boeing 9 Seats Per Row.
The Food Is The Smallest In Industry & The Lowest Quality & Portion .
There Was No Assistances From Two Flight Attendents (Matsuno N & Sugihara R . When I Did Not Get Thier Help in Controling A Passenger Who Was Combative & Invading My Seating Space & When I Politly Requesting Thier Names. Instead, They Started Arguing With Me, & Bringing All kinds Of Excuses ETC, Eventough There Were Many Empty Seating Available In Our Class..)
In Conclusion It Was A Delayed Take Off Flight Of 11 Hours From Tokyo To Los Angeles & It Was THE WORST FLIGHT, I HAVE EVER HAD.
Shame On The Company ( Biggest Japan's Carrier) That Dis honor Japan Quality Of Service & Workmanship..

the staff are not accommodating, never fly to this airlines they will ripped you off.i will never recommend this airlines

I don't know why I am writing this, ANA wouldn't read it. For many years, I have flown business class frequently from London to Haneda. I stopped travelling for three years because of Covid and other things. I signed in to book another flight, and my many thousands of "Lifetime" miles has been zeroed. Difficult to phone customer services, even more difficult to phone mileage club. The agent is looking at the same screen as myself and is of no help. Also, I was surprised how much the cabin service has deteriorated. Food is bad, no business class desert etc. The cabin attendants disappear during the flight. If you want a cup of coffee halfway in the 15 hour flight, tough. The attendants don't answer the buzzer, you can't find anyone - this is Business class. The seating is good - the "Room" but that's about it. JAL or BA can't be that bad?

I opened a ANA online account to get frequent flyer miles. This was over three years ago. I subsequently never booked a flight with ANA and the online account lay dormant. It has zero balance.
I now want to delete this old account for privacy reasons, e.g. GDPR.
There is not much information in the account anyway, but better to keep things clean.
So I filed a request with ANA. But in order to prove I am the owner of that account their policy is that I'd have to email them:
In order to confirm identification、please upload two of the documents listed below with email. Photo ID is required as one of the documents.
Examples 1. Driver’s license 2. Passport 3. Health insurance card (masking insurance card numbers and identification symbols / numbers of insured individuals, etc.) 4. Basic resident registration card with face photo 5. Pension book 6. Physical disability certificate 7. Resident card or Special permanent resident certificate 8. Certificate of seal registration 9. Individual Number Card (front side only)

This is crazy as that means I'd have to upload, and hence lose trail/control, of some of my most important private data!

ANA's policy is nonsensical.

My sister flew with this airline left the US on Nov 6 and ANA was the partner airline. Her destination was Manila Philippines and had a connection in Japan . I requested for a wheelchair for her as she has hard time walking and was also forewarned that the distance in the terminals in Japan are long . She was put on a wheelchair once she got out of plane and when she was about to board she had to go to the bathroom but the wheelchair attendant did not lock the wheelchair so my sister fell in the ground and has incurred a broken femur and to this day has not been able to walk normally. The incident report was made they took all her details , boarding pass etc but haven’t heard since from ANA. I was the one who booked her hoping that ANA was a good airline turns out it’s a disaster. Am doing this review to get the attention of the higher up to please attend to this incident otherwise legal action will be taken to.

I booked tickets to okinawa from osaka. Their website mixed up the names. I double checked the before proceding with the payment. When i get the e tickets, the mixed up my name and my girlfriends name. Have to wait very long to get someone on the Phone, over an hour. When i told them about their mistake, they wouldnt listen. They made me cancel, i only got a 10 dollar refund. Had to book again, and pay more for the ticket as wel. I would never book here i where someone else. Very childish approach from the company, should be ashamed of themselves. They only care about money.

We flew from Tokyo to Copenhagen. On the way home from Tokyo, The first flight was delayed to the point that we missed our connecting flight from Vienna to Copenhagen.

The airline then redicted us to Zurich, from where we could then take the final plane home.

We were delayed for more than 5 hours, and the airline offered us ZERO compensation.

Our luggage was also delayed both outbound and homebound, because this airline sells plane tickets with way too short transit time between connecting flights.

Stay away and use a better airline operator!

I flew on 3 ANA flights recently although booked through united. I found the attendants on all 3 flights to be very courteous and kind. The flights also had an abundance of kind attendants. The food was very good and the generous offer of beverages was appreciated. My experience with ANA has been pleasurable and I would not fly to Japan on any other airline.

Poor experience. Customer service is nonexistent if you don’t speak Japanese. This should be a Japanese national airline, not an international one.

I have flown ANA many times to and from Europe and Tokyo (Haneda). On some occasions I bought it directly and on others it was a shared code with Lufthansa. Flight attendants are very respectful of passengers. The seats are much roomier than other airlines and the toilets are clean.
Like others here on Trustpilot, I did have some difficulties, especially when calling the service office or making some changes. However, this may be due to some policies between the Star Alliance airlines.
In any case, ANA is by far my favourite airline.

Incompetent customer service and no solution provided for their mishap. Ended up cancel my booking for 6 pax! Book the multi-city within Japan for coming Mar 2025, however their domestic flight timing change and hence my international connecting flight is on risk. Spoken to their customer service Ms. Joon (i hope i get it correct), she provides few options however all these options are on my expenses. e.g. Asking me to flight 1 day early and wait at Haneda for 13 hours before the next connecting flight with provide any lodging; request me to change my connecting flight to next day and stay at Tokyo without provide any lodging; request me to flight to Narita and then take my own transport to Haneda; changing to 12:15pm flight but with top-up of $1000+ on my expenses. ANA, I am tourist and working in my country, i do not have ample time to waste for all this meaningless stay. This is totally ridiculous, no solution provided due to their change and yet requesting client to accomodate, is this the Japan soul and working attitude? Afetr nearly an hour talk, still no solution, have to cancel my trip and askign for full refund. Ruining my mood, bad airline ever.

They are thief's. They stole my channel perfume and a saint Laurent bag which I received as a gift from my brother while coming back from USA. Washington to Sydney flight layover at Tokyo. Disgusting people

This airline is bad , in an emergency I tried to change the dates, they are not allowing me for my emergency situation. If you see ANA don’t fly with them a waste of money.

ANA charged me 684.00 for a flight I booked—then no reservation, no email, and never issued a ticket! Finally got them on the phone... They did not even an offer to re-book me, but only a refund. I needed to dispute this with my high end card, but still 11 days total to get my money back! All airlines and services are great until there is a problem—then you find out who they really are.

I took a recent flight with ANA alongwith my child. We were both booked on the same booking. However when we checked in our first flight was okay but the connecting flight from Tokyo to New York is where the problem started.

My child and I were separately seated which I cannot comprehend how it is possible for an organisation to not understand that minors should be alongside their guardians all the time. Mind you our flight was over 10hrs long and we were seated separately. Just try and imagine what the child would have gone through in ways of security and peace of mind.

What was more disturbing was the fact that I had requested ground staff to look into moving our seats next to each other and I was told the flight is full. I even offered to pay for an upgrade and the answer was the flight is full and try to swap with other passengers once you are on board. My child was distressed and did not want to board this long flight. Now we are on board and I find that non of the passengers would swap their seats and the worst part was there were vacant adjacent seats. Really poor service and while I was loosing faith in the airlines customer service, I tried one more time requesting the crew to kindly make an arrangement to get me and my under aged child be seated together as there were not 1 or 2 but few adjacent vacant seats. The first crew member said he will ask his flight manager and then both of them came back and refused to change our seats. I offered to pay for upgrades if money was the cause and I got no as a plain answer.

There was no empathy in their responses and I felt like my concern was not their priority at all and to them having a child be separated from their parent for a long flight seemed to be an okay thing to do even though they could have easily swapped our seats.

I tried to reason with them one last time and then followed it by requesting to make a complaint about their practice. The flight crew brought me a complaint form and asked me to file a complaint. I most definitely filed a complaint but things still not work well.

The customer service person responded to my complaint within 48hrs and mentioned that there was no request made when booking the flight to highlight that my child needs to be seated next to me. Are you kidding me what has happened to airline industry this is basic common sense that kids sit with their guardians right? To answer this when I had made the booking my travel agent had specifically booked my child and me next to each other with my child being at the window seats for all our flights and me on the middle seat next to her. However, ANA changed it and didn't understand the basic that families should not be split especially when it is an under-age child or minor. The customer service did not apologise for the inconvenience and blamed me for not highlighting that my child and I need to sit next to each other. Seriously I didn't know that this was a special request for this airline as everyother airline books families with young kids together.

There insensitive approach and not helping even though they had vacant seats and when I had even offered to pay for upgrades to be seated with my child was totally horrible for me to understand or come to terms with. I work in Heathcare and for us keeping families especially young families together is a priority but this airline does not understand this basic human needs.

I would not recommend this company to anyone with young kids.

I was flying from Singapore to Haneda Tokyo flight NH844 on the 15th of July 2024, flight time 2210. While trying to check in around 20:15 at one f the kiosk, I was unsure whether my baggage would go all the way to JFK, New York which was my final destination. I approached a staff there ( a lady whose sole role was to assist passengers like me), she raised her hand indicating that I should not approach her and quickly looked the other way. A young, helpful gentleman came and assisted me after some time. While trying to put my luggage through, the scanner was not reading my passport; once again a middle aged, slightly over-weight gentleman stationed there ignored me and did not assist me at all. I am Indian and could not help noticing that every other South East Asian passenger was being attended to by him (their baggage being lifted and put on the belt). This is the first time in in my 25 years in Singapore that I thought my race was an issue. This was especially disappointing (in today's day and age of DEI) as I was a customer of ANA just like the others and both the rude lady and the unhelpful gentleman were a part of the service industry and represented ANA. In the connecting flight from Haneda to JFK my Hindu meal comprised of four crackers, yoghurt and a tiny slice of cake. I once again could not help but wonder how ANA could serve a full ticket paying customer such a meal. I fly frequently from Changi, Singapore to New York and have decided to fly SQ, Turkish Airlines, Emirates or any of the several other airlines whose service has been impeccable. I WILL DEFINITELY NEVER FLY ANA AGAIN!!!!

Im surprised at the reviews here. Not that ANA has only 2 stars. But that they have any stars at all.
Supposed to fly my mother over to visit me in Japan when I lived there. Shes 86. This was during the summer when a massive heat wave came to Japan. I was PRODDED and CONTINUOUSLY prompted to purchase travel insurance when I ordered my ANA ticket. I was told I was risking my entire purchase if I didn’t get travel insurance. A pathetic fear tactic. “Plans change”, the text said. All the text and examples gave the impression that the flight could be cancelled for any reason. Weeks before the flight, I cancelled the flight since there was a confirmed heat wave expected and I knew my mother would likely not survive the trip.
I had a good reason. Even had a doctors note as they requested. Claim refused. And ANA? they made sure to tell me its not ANAs problem.Spent a lot on their tickets. ANA did not refund more than a paltry amount, and their insurance partner did not pay out one dime. Thats their policy. Get you to agree to join their insurance and scare you into buying it, in concert with ANA on their website, then point to some obscure sentence on page 412 saying why they cannot reimburse your flight. And ANA? They partner with expedia, who partners with this AIG insurance. All 3 , billon dollar companies. Take a look at the boilerplate language they will use to deny your claim:

While we certainly can empathize with the circumstances that prompted you to place a claim, we have reviewed your request and we are unable to extend payment with the information currently available to us. Your policy contains named perils, meaning that you are indemnified for specific reasons listed in the plan. Upon reviewing your claim, the reason provided is not a listed peril within your policy. Our decisions are based solely on the available information you submit and the Terms and Conditions of the plan. If there is any other information that we are not aware of that you feel would allow us to provide you with coverage for your Trip Cancellation benefit and in compliance to the terms of the plan, please let us know.

My mother had a doctors note. Didnt matter. And ANA? What a sick airline to 1) partner with this pathetic excuse of an insurance company via expedia that reminds me of Great Benefit insurance company from the Rainmaker movie, and 2) keep most of the money from an 86 year old sick woman so they can pad their bottom line with 10,000,002,000 instead of 10,000,000,000 alone, while pawning off the situation to AIG. REal compassion displayed by ANA here. Guess who paid for ANA through taxes for govt subsidies for COVID to save their business. Too bad ANA didnt feel it necessary to extend any of that benefit to the same customers who helped get them their success in the first place. A sick greed-driven airline with sick partners that should be avoided at all costs if possible. I'd just as soon take a dinghy next time I have to cross the Pacific.

Booked a flight from Saigon to Houston. Flight left but had to return due to mechanical issues. No issue with that in itself but ground crew told the passengers to "go home" and wait on an email. I was 8,000 miles from home. Went back to family house, I got on the phone with customer service to find out how to get home. They insisted that I got on the flight to Japan and did not need to be rebooked. THEY DID NOT KNOW THIER OWN AIRCRAFT DID NOT MAKE IT TO IT'S DESTINATION.
After 3 hours on the phone them, verifying twice that I was still in Saigon they decided that I had already been magically booked on the next flight out. Isn't it a shame no one told the customer. Will not use them again. Terrible

Flight itself wasn't too bad, but the worst service we've ever received from an airline overall.

Absolute farce regarding our luggage. Lost one of our 4 bags - was pretty clear they knew there was a problem, because as soon as we cleared customs someone was waiting there with our other 3 bags on a trolley with an ipad with our names on it. They then preceded to make us spend almost 2 hours filling out what we thought was in the bag, so we missed our connecting flight to boot.

Took 11 days for them to find and return our luggage to us during a ski trip. Compensation for having to hire a large part of our ski gear, all our toiletries, and having our luggage missing for 11 days was < $100 USD.

Eventually they got the bag back to us - with a broken lock and tears all over it. Refused to compensate for this. Highly recommend avoiding ANA. Absolutely terrible service.

I would give 4 stars if ANA can change their partner Lufthansa!! Since Germany strike as BAU now a days, connect flight with Lufthansa is not an option at all