All Nippon Airways Reviews 

My husband visited me here in Philippines,he will flight back to state last October 13,2025 he will fly at 2:40pm,we arrived at NAIA T3at almost 12noon,we directly go check in counter,the staff took his passport and confirm his flight destination but the staff denied him to check in because of name of the itinerary didn’t matched to his passport,so we called the Expedia where my husband booked his ticket,so the agent in Expedia explained and talked to the staff,the staff instructed the agent to put some remarks that the name of the passenger is the same name in the passport,so the Expedia did what the staff instructed we think everything will be okay after but after hour of fixing the name of my husband still didn’t updated in the system of the airline,so the staff said that they can’t check in my husband because of that issue,and they hang up the calls from Expedia,we don’t know who hang up cause the staff is the one holding my husband phone ,in that time where upset because after an hour of waiting they deny my husband and didn’t give us any ways or any hope that my husband can fly that day,so we speak to the supervisor,Ang she’s kind a rude,her eyebrows rise up,yes my voice little high pitch and my husband too,because after an hour they just simply say that we can’t do anything and they can’t check in my husband ,me and my husband fly to Singapore last September 24 using the Expedia but the other airlines didn’t give us a hard time but in ALL NIPPON almost my husband didn’t fly back home,his job is waiting,,and what we really mad is when we call back to the Expedia to cancelled the ticket for that matter we find OUT THAT THE AIRLINES ALREADY CHECK IN MY HUSBAND,so we were really surprised and we came back to the counter and the lady told me that the supervisor instructed her not to talk to the agent,I am in the phone talking to the agent,and I tell to my staff that the agent said that u check in my husband already and it’ show in there system,so she went to the supervisor again and after a few minutes,she told us that it is updated already,my question is why they check in my husband without given the boarding pass?and they didn’t even bothered to informed us ,what if w didn’t called right on time to the Expedia do u think my husband can fly that day?it is allow to check in the passenger without given a boarding pass?and for the first place they deny my husband because of the name didn’t match?and to the supervisor she’s rude to us and they are laughing,is that the way they handle a customer?insted of given a solution they just provoking us,and didn’t even bothered to help us,is this the way they trained?we are really disappointed how they treat a passenger,overall I’m glad that my husband arrived safely but at the same time upset of what we experienced on that day,if we didn’t called right on time,my husband can’t fly and who would be blamed?

The absolute WORST company (not only limited to airlines).

Booked a flight with 4 legs, 2 legs outbound and 2 inbound. I needed the second inbound leg of the flight modified to a later date. They confirmed it was modified and charged me $50. 2 weeks pass by, the flight modification I paid for was cancelled, without notice by me. I called back, got transferred 4 times, waited on hold between all calls 6 hours. I recorded the call myself, confirming they cancelled a flight modification I paid for, without any request from me to do so. Made another call attempt with a supervisor this time for assurance-assistance, only to discover an unsuccessful rebooking confirmation for the inbound second leg AND cancelled the entire flight (the other 3 legs) during this process. Again, without any request from me to do so. Making it both extremely difficult, and costly to rebook the entire itinerary. I recorded the calls! No apologies, no accountability. Just transfers, waiving and dodging fault, and acting like they can’t hear me on the phone to get me to hang up. This ensues after hours’ long back and fourths with the representatives. Here I am on an urgent booking for my dying grandfather in Japan, thought ANA would be reliable. Used twice previously smoothly.
-I now find much of the staff to be some of the most incompetent, inconsiderate ans cruel bunch I’ve ever encountered. Even an AI agent could’ve been of more assistance than the inconsistent robotic-scripts and actions carried out by the representatives. AVOID.

I have never been so mad at an airline. They wouldn't let us on our flight being 45 min early. They also wouldn't let us refund the tickets but make use wait a literal 24 hour. They were rude and unhelpful in any resution. Told us they do not help with a hotel or food or anything. We argued for over 40 minutes while our plane sat there. When we tried to get a different carrier they said they only refund tax trapping us or losing almost $900. This airline is trash, Japanese customer service is something I have heard so much about, taking care of customers. They didn't do a single thing to help and refused to escalate the situation. Their customer service number? It goes to an answering machine. NEVER. USE. THIS. TERRIBLE. AIRLINE!

Shocking experience. My sons booked 2 return flights from Sydney to Tokyo, due to unforeseen circumstances they had to change flights. After many calls they were told it would cost them another $6000 on top of their original $3000 each to rebook their Premium economy seats, so in total in would cost them $9000 each. What a total joke of a money grabbing company! The company was willing to change their premium economy seats for economy seats for the original $3000 that they each paid, wow that’s good of them!

App consistently broken. UX UI is non sensical. Customer support is virtually non existent. If you must fly Ana you should be ok and prepared to be entirely self sufficient and not require the use of a mobile platform for any reason at any time.

a total disaster, I have tried to check in for my flight tomorrow, and it is not possible to check in online, I have called 10 times with no answer.

Please avoid this company

I spent many hours trying to make a reservation. I received numerous error messages, including turning my ad blockers off (which I reluctantly did). Finally I was awarded a phone number (I tried "chat" first-useless), and called. I was on the phone for another 45 or so minutes, giving the exact flight information, the final error code I had received, and the price. After very long hold times they continued to quote a price 100,00 yen more than my reservation. I do not recommend dealing with this airline.

Terrible experience with ANA airlines. Never again ANA. Very bad customer service. Had an accident inside the plane resulting to a severe corneal abrasion. The airline will never give compensation. They will do everything not to give compensation. From business class downgraded to economy no compensation. Luggage broken no compensation. Never ever fly with ANA

I booked flights in premium economy from London Heathrow to Kagoshima via Tokyo with ANA air and am currently out of pocket by £5000.00. why offer a service where you are able to purchase a cabin seat for a musical instrument such as a antique guitar when reality is that ANA takes you're money and then voids your ticket this is what has happened to me. I am now left stranded in Japan and having to book with an alternative airline. ANA are money pinching and have no customer service agents in either UK, Japan or US that know what they are doing. Please save your money and stay away from ANA . I am now taking legal action against ANA Airlines for the upset and additional money they have taken off me.

Update 7/4/25 -- It was very hard to tell who was being difficult with me, booking.com or ANA airlines. I thought Booking should have been more flexible with me because I had given them so much business. I thought ANA should have made an exception. I talked to both companies 2 and 3 times each. All I got was $314 back. my refund was finalized. Va Fanculo!

Would not bend policy on tickets after Visa denial.
ANA (and their agent booking.COM is a rip off and cannot be flexible.I have booked an additional $4800 in Joint ANA / United airlines flights since late Dec 2024. Outside of that $4800, I booked a $1933 round trip ticket on ANA airlines for my brother to attend our daughter's wedding. He was denied a US visitor visa twice in Jakarta even thought 3 other family were approved. My brother is hardworking guy, no criminal record. age 67. no fault of his own that he cannot use the ticket. Booking.com / ANA will make no exception and give me $314 only back on a $1933 ticket. I have cancelled my future hotel rooms with them. Do not use them. Get travel insurance that covers Visa Denial and be clear on all of this. Booking.com would also not release my ticket back to ANA -- which ANA wanted to help me more. Use a travel agency with actual service. A joke these guys are.

Very bad customer service and website interface. I got a loss in mileage due to the error from the ANA but ANA refused to compensate. No reason, no follow-up. I will quite the membership and never take ANA flight.

I have medical approval to fly with a FAA approved portable oxygen concertor. Easy with United. ANA needs impossible completed two page forms with my doctor's signature within 14 days of flight. ANA is refusing to let me transfer in NRT.

Paris Tokyo Paris
Horrible website to book and check in
Most boring flight
Just a few old movies, no magazine
Bad food, bad drinks
That for a 14 hours flight and 1200 euros

A BIG shoutout to Philippines customer service representative AMBROSE for his amazing assistance with booking my family’s airfare to Japan. Ambrose is a perfect example of a dedicated and knowledgeable sales representative!! Not only did he take charge of a situation that was taking other representatives over 2 days to figure out without success which was beyond frustrating, but Ambrose was also able to solve this issue for us immediately! Wish all call centers had an Ambrose working for them!! Thank you very much Ambrose, we truly appreciated your help and ability to do your job so diligently, well done !!! ANA….. give this man a promotion immediately!!

Scam Japanese style.
Booked flight from Sydney to Haneda Tokyo with ANA. After booking and paying the hefty airfare, I receive an email from ANA that “your flight is changed” really?
I am flying with Air Japan (NOT JAL) but air Japan, the new budget airline from Japan. People are stupid but ANA management are the smartest to rip you off like this.

Let’s See first of all, I spent over $5000 for two business class tickets. We flew from Bangkok to Los Angeles. The Loungers were very Dated And the food was subpar.

The flights were extremely Uneventful. The seats were fairly comfortable, but there is absolutely no storage. The Flight attendants do not come through the isles to collect any trash you may have. The food is tired. In fact, what I ordered I did not eat because it was so tasteless.(It must be said that I went on the Internet, YouTube, and looked at the flights, and there is the reviews were positive. So much for reviews on YouTube.)

I thought that my flight from Bangkok to Tokyo was just an anomaly. I was hoping my flight from Tokyo to LAX would be memorable In a good way. But the same lack of service, and Comfort, as well as lounge enjoyment is the same. Bottom line – choose a different carrier!

I had a flight on December 3, 2024 leaving Chicago and my final destination was Manila. I arrive at the gate in Chicago just a short time before the flight departed because my flight to Chicago was just on time and I had a long way to get to ANA’s gate going to Manila via NRT Tokyo. I was red flagged by an agent of ANA wanting documents showing that I needed a visa waiver because my return trip from the Philippines was beyond 30 days. I explained to the agent that I always report to the Bureau of Immigration upon arrival and get a visa waiver that allows me to stay past the allotted 30 days. He told me that he needed to see the waiver before I left Chicago (which I did not have). I explained to him that The Phillipines Bureau of Immigration allows you to obtain it when you arrive in the Philippines. He threatened to not let me go and suggested that I miss my flight that morning and buy another refundable ticket from any airline of my choice then cancel it or buy a dummie ticket. I had no idea what he was talking about. He asked to see my passport to see if I had traveled to the Phillipines before that day and I had been there 2 times prior. He told me that he would permit me to go although it was against ANA’s policy. Told me that once I arrived in Manila that immigration at the airport may send me back to the US because I didn’t have a visa waiver that allowed me to stay more than 30 days. When I returned to the US I emailed the Phillipine Consular General’s office inquiring whether or not I needed a visa waiver before I entered the Philippines and their answer was I could apply before I left or get a visa waiver upon arrival in the Philippines which I had done on my previous trip. This man had me so shaken and worried during my flight. This airline I could not even send them an email about this problem I had because on their app they state they are receiving too many emails and it may take many days before they can respond. They have a chatbot they want you to use. Before I left for my trip I tried calling their English speaking telephone number and received recordings for me to call back during normal business hours. Customer service is horrible. To their credit I will say that 3 out of my 4 flights going to Manila and back were on time. Service on board was good and the crew were professional.

World’s worst managed airline. Our flight NH77 from Tokyo to Sapporo on 7 Feb was delayed by 1.5 hours, and now my return flight NH84 is already 2 hours delayed making me miss my connecting ANA flight NH849 from Tokyo to Bangkok. Sitting in the idle plane for nearly 2 hours the crew is unable to give an explanation for the delay, and now just announced the plane needs to refuel because it also does not have enough fuel (for the 1 hour trip to Tokyo Haneda).

They've gone full Ryanair - cheap fairs but then they charge you for either a window or aisle seat - bonkers

Long story short :

My wife, myself and our daughter (3yo) had a 3 weeks-long trip planned in Japan to visit our family. We bought a return ticket with ANA
• I and my daughter couldn't make it and joined later by another way
• Arriving in Japan, my wife confirmed with ANA staff that my daughter and I will be able to use the return ticket
• On the return day, ANA staff refused the check-in and made us pay 731220 JPY (~4900 USD) in new tickets for the same plane, and this, with the most unprofessional staff possible at Haneda Airport, 2 hours before departure (see the full story for details).

The company (after many other reasons we refuted one by one) claimed it's their rule, and refused to take in consideration their own staff confirmed to my wife we could use the ticket.
Without this confirmation, We would have bought another ticket, much cheaper.

We paid, and hopefully we could... else we would have been stuck in Tokyo with a 3yo child, paying for hotels and restaurants waiting for a cheaper ticket, a nightmare in other terms.

Back home, We wrote customer support about it and after a month, they replied they cannot identify the mentioned staff, even though we gave them the exact place, day and time my wife spoke with the person.

Either it's an awful organized airline, either we don't share the same values about making mistakes, assuming and repairing them, I'll let you judge.

In both case, I won't recommend ANA to anybody, neither I will use their service in the future
This plane route is the best way for my family to reunite once to twice a year but I'll find another way, even if it has to be longer or more expensive, not a penny of mine will go to ANA anymore.