All Nippon Airways Reviews 

We booked with ANA as supposedly this is in the top 10 global airlines but were disappointed by our experience of travelling with them to Japan and back. The check-in process in London was a nightmare, each passenger needed to be checked in individually and the same for the luggage. Not something you have to do with other airlines. On board, the experience was similarly disappointing. Seats were quite narrow and very uncomfortable for a 14hr flight. The food was by far the worst I have had on any airline. Small complimentary things which are often the norm on other arilines when flying long-haul, such as slippers, single-use toothbrush and toothpaste etc, were not provided to passengers in economy class. Only good thing about the flight was the bigger screens but the selection of movies and content was not great and was heavily intended for Japanese passengers.

On the return trip, we experienced significant delays dropping our bags. Staff at the Itami airport in Osaka were painfully slow. They took almost 30 mins to check 4 bags and print boarding passes. Again the issue seems to be the old and outdated system that ANA uses requiring the process to be repeated for each passenger. Somewhat non-sensical! Food on the return flight was even worse and I would question if it was edible at all, it looked and smelled disgusting. They did not have enough of the meals for all the passengers which is simply poor planning.

Boarding was also done quite late meaning each flight was actually delayed by 15-30mins as standard which is not unusual with airlines but for a "premium" airline from Japan my expectations were somewhat different.

Overall very disappointed by the experience for the price paid especially when compared to other airlines in the region like JAL, Korean Air, Singapore Airlines etc.

Finally, the pilot must have been new and inexperienced on the return flight as both the take off from Haneda and the landing at Heathrow were the worst I have ever experienced. I genuinely thought we were crashing at one point. Absolutely terrible!!

Flight NH108 from Tokyo to San Francisco – very disappointing baggage handling experience.
Upon arrival, I discovered that the handle of my $1,700 RIMOWA suitcase was damaged. I reported it immediately at the airport and completed a claim form.
ANA first offered to send the luggage back to Tokyo for repair, which would take 3–4 weeks. That was not practical. They then offered only $40 if I chose to repair it myself, which is completely unreasonable given the value of the suitcase.
After nearly an hour of discussion at the airport, staff agreed to reimburse the full repair cost with an invoice. However, a few hours later, I received an email stating that I needed to get repair approval before proceeding — which contradicted what was agreed and what I signed at the airport.
I explained that I do not live in San Francisco and cannot make multiple trips just to follow inconsistent procedures. After further back-and-forth, they again confirmed reimbursement without pre-approval. By this point, the experience was frustrating and unnecessarily complicated.
I decided to repair the luggage at my own cost and stop dealing with the process.
This level of inconsistency and poor communication is not what I expected from Japan’s largest airline. Very disappointing customer service experience.

Terrible customer service, unhelpful call centre and glitchy website.
I had a family emergency and needed to change my business ticket, I was met with very rude unhelpful staff. They wouldn't adjust anything ( i also offered to pay the fare difference), I could only book a whole new ticket and forfeit my original. So I booked a new ticket with Singapore airlines instead.
Beware of ANA

I called ANA customer service for some questions regarding flight info and found the agents from the Philippines to be unprofessional in their tone. I had to call twice because one of them pretended they couldn't hear me and keep putting me on hold. You can also hear them talking LOUDLY over each other while getting assisted on the phone. The most passive aggressive tone when asking for help about flight details.

ANA's check-in staff would not let my family board our flight as a result of their incompetence and ignorance of Yellow Fever Vaccination certification/documentation. They displayed a terrible lack of knowledge and a very pedantic, inaccurate interpretation of the content of our documentation.
They disallowed us from boarding the ANA flight at a substantial cost and at great inconvenience to us. Days later, having booked new return flights with different airlines, we had no issues when we presented the same Yellow Fever documentation to Thai Airlines check-in staff. I certainly would not recommend ANA.

I believe the pilot handled the plane with great skill, providing a smooth and comfortable experience.
The crew's care and attentiveness made the experience even better.
I was especially delighted by the vegetarian meals—they were truly like fine dining! A heartfelt thank you to Hideki Takayama for creating such delicious dishes.

I'm already looking forward to flying with ANA again next time!

This airline has no integrity, when things happen they really don't bother. my flight was cancelled by the airline due to unforeseen event, therefore I'm eligible for change of flight. But the replacement they given is really out of selection due to my work schedule. ANA don't have the flexibility and is very demanding when it come with Involuntary Flight change. They just don't bother at all, the attitude given was just take it or leave it. I definitely won't be taking ANA anymore, customer service handing is way below the standard

Japan's best airline, polite Japanese-style flight attendants, difficult to greet passengers, delicious food, every 2 hours flight attendants serve drinks and food to passengers on flight NH6. July 23, 2025, takeoff 49 minutes, landing 54 minutes. Flight attendants do not apologize, apologize for the plane arriving Los Angel fed because the airport is Overloaded

I've been to Tokyo Narita many times. The staff are welcoming to passengers shopping at the airport. It's clean, beautiful, and has lots of greenery. On July 23, 2025, my flight NH6 with ANA Airlines was delayed by 50 minutes due to traffic congestion at LAX. My mother and I went shopping, and usually, when it's time to board, a staff member comes to find us. My mother and I will be transiting through there many more times. I've transited through Tokyo Narita many times; the staff are welcoming to passengers shopping at the airport. It's clean and beautiful with lots of greenery. On July 23, 2025, flight NH6 of ANA Airlines was delayed by 50 minutes due to traffic conditions at Los Angeles International Airport. My mother and I went shopping, and when it was time to board, a staff member came to find us. My mother and I will be transiting through there many more times.

I had to change the date of flying with my tour operator, so the booking was not directly with ANA. I had extra options booked, which was seating reservations as well as an extra vegan meal for me and my partner in my original booking. For the external tour operator it was impossible to take these options into the new reservation, so I called the Support of ANA to ask if they can be added and everything went perfectly. The kind ANA support agent adjusted everything without any extra charges and now I can sleep soundly because everything has been booked to my satisfaction. I am really looking forward to the flight!

I would like to extend my heartfelt thanks to ANA for their truly exceptional customer service. After I accidentally left my neck massager in my cabin seat in Tokyo, the ANA team took prompt action and went above and beyond to locate it and arrange for it to be sent back to Sydney Airport—where I received it within just three days. This level of efficiency, care, and professionalism is rare and deeply appreciated. Kudos to ANA for setting such a high standard of service

I am totally disgusted with their deceptive booking policy. I transferred my miles from Amex to Ana for a business class flight. I booked the flight and received an email that the my seat is 'waitlisted' and they have up to 14 days prior to the flight to let me know if the seat will be available. Who can take a chance to wait 14 days prior to find out if you will get your seat or not. Now my miles that I have saved up are locked into Ana and I cannot use them. All the good reviews are from people who did not use their flyer miles so I am sure the inflight experience is a good one. However, there are vast majority of reviews stating that others have had the same issue as I. I am so surprised at the level of dishonesty from a Japanese airline. BE CAREFUL WITH THEM !!!

Flight attendants are great but the operations and management are horrible! First, multiple delays on both connecting flights from Houston to Tokyo and Tokyo to Ho Chi Minh City. Way more than 6 hours of delay.

On final flight to Vietnam, sick passenger happened so they stopped in Okinawa and we were stuck on the plane for 2 hours. Then, instead of continuing the flight to Vietnam, they returned around and flew back to Tokyo! Everyone ended missing a full day. Their operations and managerial decision are very bad. Even American based budget airlines are better decision-makers. Me and my people will never fly them again. Last, the $20 refreshment compensation was a big joke and slap to all passengers' faces.

I fly 26 weeks per year for work; over 50+ flights

99% of airlines are fair and reasonable when it comes to paying for an upgrade

ANA is the 1%

The bid system they utilize does not work, even at max bid

Their website only allows you to pay by miles to obtain the advertised upgrades, and instructs you to go to the counter at the airline day-of to purchase an upgrade

The upgrades are typically $675usd from economy to premium

This week, at YVR, the agents running the check-in desk quoted me $4000cad to obtain the upgrade my max bid failed to climb

They said it's a premium because I waited to the day of my flight

I didn't. Their systems forced me to

Greedy, archaic, unreasonable

JAL is 100x better

The seats are comfortable, and roomy, the food is ample and above average for "Airplane food". US based airlines have much to learn. I will try to fly ANA all the way to Thailand next time.

Ana offers a free 32kg check in for 2 pcs of luggage, however, they only allowed 2 pcs, even if the total weight is far lower than the 64K ( 32kgx2). This is applied even to biz class passengers.

Almost all airlines count by weight. It’s ridiculous. ANA is just making life difficult for everyone. They are having this policy to turn away customers like myself, flying my family of 7 with return biz class tickets. I will never fly ANA anymore, as for the same amount of money spent on airfare, you get your rightful treatment from so many other airlines.

My husband and me fly buisness ....the way to go the cabin crew was so so rude I couldn't believe this was happening and they change our aircraft for a very old aircraft. They made the person next to me change place but to in purpose don't give it to my husband ( I have phobia of airplanes) old plane old tv not comfortable buisness class but Japanese food was delicious on board. We don't travel to get treating with rudeness so we won't travel anymore with them!

Awful airline.
In 2018 my wife and I flew to London ex Sydney, business class via Ho Chi Minh with Vietnam Airlines. Vietnam Airlines are leaps and bounds ahead of ANA.
With Vietnam Airlines we were assisted through the airport, collected by a shuttle and taken to our hotel, all arranged by the airline, we were also supplied dinner at the hotel and then shuttled back to the airport and again met by our assistant who guided us through check in.
More recently we flew Business Class to Seattle, ex Sydney via Tokyo with ANA…
Very different experience.
Vietnam Airlines got us to London and home from Paris for a total of less than $9000 AUD, business, with layover hotels and meals and transfers. No such service with ANA. $15,500 AUD… no hotels during the 30hour layover, sort yourself out.
Then, on the flight, ANA’s 787 has almost zero storage space, narrow seats and the cabin temperature was set too high. There are no individual overhead vents??? so you have no control at all of your own climate control. Luckily I thought to carry shorts in my carry on luggage, I changed into shorts, took my shoes and socks off and spent the majority of the flight fanning myself with the safety card.
You can usually get warm but there’s only so much you can do to cool down on a plane. Where are the vents?
Food was ok. IFE was fine but my Tokyo to Sydney flight IFE controller was barely working.
I won’t fly ANA again.

Haven't even flown with them yet and I have to give them a 1* review. Honestly, even the most budget airlines have more functional systems than this awful company. The website barely works and is not something that is fit for purpose 20 years ago let alone today. Seat reservation just doesn't work despite me trying to give them money to pay for seat reservations. There is zero customer support, there is an email and a chatbot neither can do anything related to your booking whatsoever. The only customer support option is to call an international number. EDIT: I submitted a complaint, it takes 2 weeks to respond. There is zero customer service here. EDIT EDIT: Got a template response pretty much 2 weeks later saying to contact their support number which is international. Honestly I hope this company goes bankrupt worse airline I've ever experienced. AVOID FOR THE LOVE OF GOD AVOID.

Absolute joke of an airline. When we were about to depart, they told us that there was a maintenance issue and after 4 hours they gave us mixed stories. Engine failure, wrong plane was sent, etc. No alternatives, no communication or support to get us to our committed destination where we made other bookings. My first holiday where I saved up for weeks and I received this. Absolute joke.

Worst user experience ever. Extremely hard to navigate and find things like booking flights, checking miles or even logging in. Wtf.

I understand there may be cultural differences but if you want to have international coverage you need to understand how user experience works in the rest of the world. Its painful.