All Nippon Airways Reviews 

My very first experience on a long flight ( 12 hours from germany to japan):
the first half of the trip was good, I was offered drinks and received my meal, flight attendants were very friendly.
on the second half of the trip they didn’t provide/offer me breakfast (I was at the window seat, (half dozed off) but they did provide breakfast to the japanese person on the aisle seat (middle seat was empty).
I was also not offered drinks during these hours.
I wasn’t sure if I should get up and say something as I felt out of place in a foreign culture.
I will judge it as a 1 time awkward experience, maybe the flight attendants were tired and next time make sure I have an aisle seat booked so I can’t be ignored.
I’m giving 3 stars incase I am oblivious to the airline industry & the good experience in the first half
but feel the second half of the trip deserves 2 stars for me going thirsty & feeling slightly offended

TLDR: book aisle seats, not window seats on long flights

Absolutely disgusting service by this airline so shocked had nothing but problems booked thinking they were one of the best I was wrong. Flew out on the 21st to Tokyo 15 hour flight came around about twice to offer drinks got 1 bottle of water of them. Asked for water 5 times and was told no thought it might be a translation problem so picked an empty bottle pointed at it but was still told no. Returning flight didn’t improve ordered a gluten free meal was given part of the meal frozen looked like it had came straight from freezer no apology or alternative offered. Flight was delayed so my missed my connecting flight from Munich had about 45 mins to get flight was assured by staff twice that this would be ok but was left waiting in security for 30 mins then had to get numerous escalators then shuttle to the gate and had to run was so out of breath this connection was impossible to make even a top rate athlete wouldn’t have done it. Flight was missed and rebooked for 8 hours later. Totally exhausted been up for 35 hours no food as food provided by airline was frozen. Given 15 euros voucher which only covered a cup of coffee and a cake so no good if you suffer from celiac disease survived on a cup of coffee water and some crisps. Gluten free salad in airport costs in excess of 20 euros. Will be making a formal complaint totally unacceptable to be treated this way by what I had considered was a respectable company.

Such a wonderful company. I have had one of my best travel experience with same. So shocked by the evaluations here! The only company that offered a solution for my invalid mother, always smiling, helping. The service on board is impeccable. Nothing in common with so called travel company like lufthansa

Sue, Sam, and Heidi in the ANA Torrence, California, USA office on Mar 13, 2023 office provided the worst customer care that I have ever experienced in my life.

Had I had this experience when I started flying with ANA many years ago, I would never have continued with them and moreover, I would have encouraged my team to utilize other airline companies.

Normally ANA is an exemplary company that I cherish and who normally has the world's most polite, kind, helpful and efficient customer care team that anyone can hope for. As such I have flown across the world time and again, over the past 15 years, I am a Gold Star member with over 650'000 award miles.

Unfortuntaly, on March 13, 2023, when I phoned the Torrence, California customer service, with a simple booking request, it took 3 hours and the "supervisor" Sue to hand up on me without evening saying "sorry for wasting your time", or "I am sorry to be so impolite", or "I am in an argumentative mood and do not want to help you and raise a ticket". Each customer service agent, Heidi, Sam and Sue all acknowledged that there was a discrepancy in ANA's policy. However:

1. They were unwilling to help find a resolution.
2. They refused to transfer me to a manager or a department that handles high-level issues.
3. They refused to open an escalation ticket.
4. They had a defensive and argumentative manner of speaking (i.e. no customer service training on etiquette (saying hello, thank yous, and goodbyes for a start),
5. they were impolite, inconsiderate,
6. They did not listen nor confirm their understanding of the issue,
7. They over-talk clients,
8. They were too burdened to try to find a resolution of any kind,
9. They lied
10. They give their clients the run-around in fear of the escalation being raised to another department and them receiving negative points for it,
11. They like don't care about wasting gross amounts of their company's time,
12. They don't care about wasting gross amounts of their clients' time
13. They have no training about the ANA system
14. They have ZERO training in customer service policies

I hope ANA resolves these issues (my booking issue and their customer support team behavior) and that I can regain my confidence in what was an amazing company for so many years.

Not sure what happen to this airline and why its saying inspired by japan on the planes. My last 3 trips with them I did not feel anything that feels like Japan...
The food was total garbage, no Japanese's food but some wester beef patty with some horrible veggies..
I fly few month ago with JAL and was impressed with the food, it felt like business class.
ANA not even offered Miso Soup which is so cheap to make and server !

Here not only the food was bad on 3 of the flights, the also ripped of my GF, charged her on a short flight from Kuala Lumpur $1000 ! Never again !

Complaint reference:ref:_00D1028xJ._5002rStrAf:ref
We had to change at Tokyo for our onward flight to Itami but we only had one hour to change flight. But what I didn't know and ANA did know as that we had to clear customs and Immigration at Tokyo and it was impossible to do this in an hour even though we rushed like mad. Were told we would have to stay in a hotel at our own expense and fly the next day. When I said no thank you they said they could fly us to Kobe which was fine but our lift was waiting at Itami. They told me to get a train but I explained this wasn't possible with 4 suitcases, three bags, a guitar and a 7 year old boy (you have to change train several times) but the ANA crew quickly retorted "its not my fault"!
I object to ANA selling me the ticket when there clearly is not enough time to get through immigration and get your transfer and dislike the rude staff at ANA. Also I have made a formal complaint but ANA claim it is not their fault they sell tickets they can't honour.

I got an email that tell me my flight got cancelled even I booked 3 months ahead,then I have to call Ana to reschedule with different dates and my seats got changed,I paid more money to upgrade my seats and no refund ,I doubt they sell the tickets to someone else for higher price since it is on Christmas season ,never flight this company again

What a rip off airline. Won some tickets from the Sydney Japan Travel fare but then certain dates are blocked which aren't mentioned in the T&C. You need to pay for ailse seats, etc.

This must be one of the worst airlines to redeem your miles. I made the biggest mistake in my life by purchasing these miles. The website is total crap and customer service is nonexistent. Trying to call them is an utter disaster. Literally, they seem to have blocked the availability of seas which clearly shows the availability on other websites. Avoid this airline please

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.

We booked return flights to Tokyo and return from Osaka. The return journey time was 16 hours Osaka to London. Nippon cancelled the return flight from Osaka
We were offered a fight from Osaka to Tokyo then Tokyo to London via Frankfurt on the same day, a total journey time 22 hours.
The flight to Tokyo would have meant getting up at 3 in the morning filled by a door to door journey of well over 24 hours. We were prepared to resign our holiday to arrive in Tokyo the day before to spread the travel time.
Nippon were completely adamant that they would not change any of the flight arrangements. We even offered to make our own way to catch the Tokyo to London connection but the airline said that if we did not take the early flight to Tokyo they would cancel to Tokyo to London legs. We were offered a repayment of only 20% of the original flight cost if we cancelled the whole booking with Nippon.
Both I and our agent are adamant that we will never use Nippon again

Very clean and good at following every rule and procedure but very poor at meeting customer needs for comfort and assistance. Stop cleaning the tiny mark on the seat and bring me the water please. No need to wear a mask the entire duration of a 10 hour flight.

Requested a refund for a cancelled flight 4 weeks ago and still haven’t received it. Terrible treatment of customers, especially around the holidays. Shambles of an airline

Not recommend standard for business class travelers.
Friendly but pour english speaking staff.
Seats below average, very stiff and uncomfortable.
Food only close to average.
I am not a fan.

A colleague and I booked business class flights Singapore - Washington with ANA. The flights between Tokyo and Washington were cancelled, we've spent two weeks trying to resolve the matter, and when we decided enough was enough were told by Expedia there was a S$600 cancellation fee, for flights that ANA had cancelled. ANA refuse to help because the tickets were bought through Expedia, and Expedia give the same 'we'll call you back in two hours' response, then never call back. Frankly I don't care who is to blame, I will never buy a ticket through Expedia again, and will never select ANA again. When we asked that ANA customer service pass on a complaint to their Expedia account manager the service agent pretended not to understand the 'question', it wasn't a question, it was a complaint. Appalling.

Unprofessional departing front desk customer service representatives. We tried flying to jakarta indonesia and they didn't allow us to fly saying we need to be vaccinated but we got no emails or any information about the fully vaccination. We did the PCR test 72 hours before the flight as requested. We lost our tickets valued at $2000. They provided no solution or anything. They even said if we have any information from their websites that we could show them. It was the worst experience I've ever ever had with any airlines, very rude, unprofessional, and disrespectful

Immediately after I made my booking with MyTrip, I noticed that there was an error in the naming of one of the tickets in the booking (probably due to Google autofill). Called MyTrip directly. They informed me that the Airline Company (ANA) does not allow name changes and that there is therefore no other option than to cancel my flight and book a new flight. I contacted ANA (my husband and I independently of each other, he in Japan, me from the Netherlands). We were both told by ANA that a name change is indeed possible, but that the agent (MyTrip) must do this and that they can contact ANA for assistance. MyTrip keeps saying it's not possible after repeated contact. ANA says after repeated contact that it is possible, but that MyTrip has to do it.
I paid a huge amount of money for this flight. My children are also on this flight. We have booked a (much cheaper) flight to Japan three times before. It has been canceled by the agent three times before. Because of this (and as a result of Corona) we have not seen our husband and father for three years. If I cancel the flight with the wrong name I will not be able to join. The flights are now so expensive that my entire capital is in them. In addition, the flights are now even more expensive than when I booked. A very undesirable situation that arose due to the sluggishness of MyTrip and ANA. They point at each other and neither do anything. A little humanity and indulgence instead of pointing at each other and to rules would be very appropriate in this situation. I paid a lot of money to make this family visit possible. ANA and MyTrip take the money and do nothing else. What a disappointment for such a stupid mistake.

After having used ANA multiple times, I made a booking with the expectations that I would be able to move the flight, only needing to pay for a Fare difference, as outlined in their current No Change Fee policy.

After speaking to the team member on the phone, they inflated the cost, saying that the new dates (around a week away) would be nearly double the original cost.

They provided an incredibly week support experience, even after being escalated to the supervisor Araki.

Will be making sure that I never book with ANA again.

I booked a three legs itinerary: Chicago-Tokyo-Jakarta-Bali. ANA cancelled the middle leg without providing any replacement flight!! So I had to cancel my complete itinerary and book a new one which now cost me double the price as I am near departure!! Second time I am having an issue with that company. Will never book it again. Bye, bye ANA!!

TERRIBLE EXPERIENCE!!!!
We arrived in Toronto last April 21 2022. Guess what? One of our luggage is missing!!
UNTIL NOW THERE'S NO CALL OR EMAILS FROM YOU ANA !!!!
What is your company's mission?? To let your passenger suffer ???
NOW WE NEED TO SPEND MORE THAN WE'RE EXPECTED ??? BECAUSE WE NEED TO BUY NECESSARY THINGS AGAIN !!!!!!!! MY GOOOOOODDDD!!!!
DO SOMETHING ABOUT THIS !!!!! GIVE YOUR PASSENGERS SATISFACTION !!!!! NOT NIGHTMARE!!!!!!!