All Nippon Airways Reviews 

My partner booked tickets a year ago for herself and a friend to fly to Tokyo on the 23rd March. A couple of months after buying the tickets, her and the friend had a falling out. The friend refused to pay her for the ticket, so she asked if I wanted to take buy the ticket from her in their place. My partner called ANA at the time to ask if this would be possible, and her recollection is that she was told this shouldn't be an issue but to wait closer to the date.

Last week I was registering my passport details, and realised I could not change the name on the website. I rang customer support and was told that it was impossible to change the name on the ticket, and was told that there was nothing they could do.

Because the ticket was non refundable I was only able to get the money used for tax back, so from the moment her friend decided they weren't coming we wasted £1,300 on a ticket with the wrong name on it. To top it all off, they had no more spaces on this flight that I booked somehow, so now we have wasted hundreds of pounds and I can not even get on the same flights as my partner anymore.

I am very disappointed in ANA, it should not be that much of a hassle to change a name on a ticket if there is a reasonable excuse. We would of even been happy to pay to have it changed, but to be told that the only option is to cancel your ticket and get a different flight is soul destroying. These tickets are not cheap, and it feels like ANA has just taken advantage of us and is trying to wring as much money out of us as possible for doing nothing.

After this experience I will never buy tickets from them in the future, and I would recommend that you find a different provider when purchasing tickets to Japan.

They changed my flight departure by 10 minutes and sent an email saying if I ddn't login and accept the change they would cancel my booking! Really ???

Generally good service - adequately staffed on ground and in-flight, good check-in and boarding experience, quick luggage and mostly importantly - safe and punctual.

A star is dropped for being more expensive than others and the food on flight was average.

The airline wouldn’t let us fly with our skis. They said that our ski bags were too long and so we ended up taking a train to get to Hokkaido instead.

Customer representative was rude, I felt like I had commit a crime …

Racist Cruel Airlines
ZERO NEGATIVE TRILLION STARS

They seat children away from parents rows apart- figure that one out.

If you do not speak Japanese, do not fly them, there was an interaction on board with a fellow Japanese passenger and the ANA stewardess totally took his side because he spoke Japanese and I do not, she went so far as to ask me to divulge my address to him without even knowing what transpired.

Their staff on board are beyond rude, they are disgusted with us passengers, giving you dirty looks, not knowing you saw them, they talk down to you like they are better than you, they even woke us up mid-flight to fasten the belts when no one else has belts on and no light sign for seatbelt is on nor is any captain requesting it, just to be cruel.

They had me this upset I left behind my cellphone on board and they absolute 10000% do not care to help you retrieve it, they give you the runaround, after they themselves flew my phone on board from Japan to overseas then from overseas back to Japan, who does that ?? They are that rude that when you call them they even blame you for it. There will be no way of recovering it under their non existent customer do not care service. After all their absurdity I lost my cellphone for flying ANA the worst airline you can possibly fly with in my 40 years of flying

I am writing to address a regrettable incident that occurred during my recent journey with All Nippon Airways (ANA) on October 19, 2023, specifically on flight NH9714 / NH7542 from Hanoi, Vietnam, to Los Angeles, California.

As a holder of a Pakistan passport with a valid U.S. visa, I encountered a significant issue at the Hanoi check-in counter. Despite possessing the required documentation, I was erroneously requested to provide an Electronic System for Travel Authorization (ESTA) form. Unfortunately, communication barriers, compounded by the limited English proficiency of the staff member, prevented a clear explanation of my situation. Consequently, I was denied a boarding card, resulting in the forfeiture of my planned trip to the United States.

In response to this distressing incident, I promptly contacted ANA and received a reply, by saying contact Vietnam airline as it was code sharing flight a copy. Seeking legal counsel, I have contact vietair line they also denied to help by saying contact Ana airline as you booked ticket with them not with us

The total financial impact of this incident, including the cost of a return ticket to my home country, amounts to approximately $2,900 USD.

Fantastic ground staffs service!,,

Having found my check in bag’s handles were damaged, I filed a claim on their website. The following day, they responded my claim asked to take photos of the bag from 6 angles, and submit my boarding pass, baggage ticket, & purchase receipt of the damage bag. A week later, they sent me an email, followed with phone call right after, asking about my bank details & confirming the amount of compensation they’re about to release. To my surprise, they compensated me $90 for the bag I purchased at $54 from Big W.
What a deal!!!!

Paid for seat reservations which are not showing on my booking. Called multiple times, been on hold in total for over 2 hours and still not spoken to someone on it yet. Tried email and told these queries are not handled by email. Using covid as an excuse for poor customer service still is an absolute disgrace.

Fantastic staff at airport and on flights. Went to book on flight and a member of staff informed us that we would miss the connecting flight due to the size of the airport (Tokyo Haneda Airport) and the fact that we would land in one terminal and depart from another, something not highlighted by company flight was booked through. They rebooked us on an earlier flight and we had no issues with connections. Flight crews on planes were very helpful, courteous and friendly. Ground staff at Haneda Airport helped with logging delayed baggage and rebooking onward flight on way out as one suitcase had been left behind at previous airport and, despite the other airline company informing me that it would take two days for my suitcase to be returned to me, ANA managed to get it to me the next day. Cannot fault the company at all.

Paid extra to book ANA flights to Japan for multiple people only to find out that ANA was the broker and they had passed our bookings to United Airlines which is part of their star alliance. If I had wanted to fly United Airlines I would have paid upfront for them at the cheaper rate. Why did I spend MORE money to fly ANA just for them to take a cut and pass us off to an airline we didn't want to fly?

Then when I tried to call them multiple times to resolve a separate issue, I waited more than 120 minutes for no one to answer. Because I cannot get someone to answer, I finally had to escalate it to my credit card company.

I’d have given them a little more but their food and the gaps between food and water were horrendous . Made to go at least 8-9 hours without a meal . Must say though that when it finally came it was that sub-standard that I had a couple of bites , gagged and sent it back uneaten . One final issue was waiting over 90 mins on the phone in Australia trying to change a flight . Lovely attendants , flights always on time , but afew things they need to address before I would use them again

The ground service was really hostile to me, and the lady at the security gate was unpleasant and very cruel towards me; I believe she was an American based on her accent and appearance. Also, my hair mousse was absolutely safe, so why did you take it? Please check what is safe and distinguish between safe and harmful things.

Trying to navigate their English language website is nearly impossible. Errors all over, trying to click on things that should be clickable with no result. Best explanation I get for things that don't work is simply: NO. Flying with my girlfriend who has broken her foot is stressful enough, but ANA won't even let us upgrade. I just get an error on the website. Called, no response. Mailed, no response. Instagram - response: please try to call.

A quality premium economy that makes you feel like business class. From the courtesy of check in to lounge access and seat comfort - all staff treated you with respect and attention to detail. Great food and very comfortable cabin. Not worried about the entertainment system as so comfortable to sleep on. Wish they had more European, transatlantic flights. Will recommend for Asian flights. Loved the Star Wars and Pokemon planes at the airport.

Worst Airlines.

My passport does not have a last name.
They denied us boarding Due to a discrepancy between the name on his passport and the name on the ticket. Consequently, it was necessary for us to procure a new ticket for him on the same flight at a significant cost of $3080 USD. Our attempts to contact both ANA Airlines and our agent for assistance were unfruitful, exacerbating the distressing circumstances.

This entire episode proved to be a highly distressing experience for the passenger, particularly considering his senior citizen status. In addition to enduring a prolonged three-hour wait to obtain the boarding pass without adequate justification, Mr. X and his wife were compelled to hastily board the plane at the last minute due to the staff's insistence on purchasing a new ticket. such a stressful process of acquiring a new ticket, which exceeded three times the value of the original ticket, quite disheartening.
We had another flight with thee same airlines scheduled in a month, but
This airline would not change our name on the the ticket even when we already paid Extra on our last flight which they refused us after checkin.
Even after contacting every possible customer care contact, the only answer we got is that the name on the ticket is incorrect and the only way to correct is to buy a new ticket and we would not be refunded a single dollar in the old ticket.

Our whole trip was made stressful because of then, never but their tickets. They don’t accommodate anything.

Comfortable Economy class seats and Good food and bevarges.
Friendly and efficient cabin crew.

ANA Airlines, sold Travel Agent incorrect connecting flight 6 months ago. Been asking them to fix it for 2 months now.
Refused to fix it and book the correct connecting Flight. Kept saying its booked out but online they had tickets at a much higher price.
Said they will refund ticket and see travel agent to re-book. DO NOT RECOMMEND THEM AT ALL.

I called ANA three times and on the third time, they picked up the phone (in total 5 hours being on hold). I asked them if they could please change the flight for me - same carriers, same airlines, same cities, and same airports, just a different date. I explained that my grandfather is very ill and my cousin in Vienna needs my help with an emergency visa to see him asap. I offered to send his medical records from the emergency room as proof but no, they said there was nothing they could do because I cannot have a layover for more than 24 hours. I was never told that before which is very disappointing. I talked to the supervisor and she didn’t resolve my issue. Now a few hours is not enough for me to go to the Embassy, I needed at least two days in Vienna but they do not want to assist me and help me. I gave them the option to skip two tickets out of three - they said no again because I need to board all the flights. Then I asked them if I canceled they said I would only get the refund for taxes but they will take my miles which are at least a thousand dollars worth. Basically, I gave them three options and they said no to all of them. I need to help my cousin and I need these days in there but they do not want to help. They said if the emergency was happening to me then maybe they’d do something but because my grandfather is ill it basically doesn’t concern them. My resolution would be to either give me the option of a layover for more than 24 hours in Vienna or refund me my miles for the return trip along with taxes.
Margaret Cohen (Flight numbers: LO730, OS624, OS81)

My wife’s grandfather visited the ER two times in the last month and so his niece wanted to see him. My wife and I need to help her with filing out the documents for the emergency visa. We asked ANA representative to assist us and give us the chance to either cancel the return tickets and receive the refund (so we could buy our own tickets) or let us stay in Vienna for 2-3 days using the same airlines and lay over airports. They did not help us at all - nor the rep nor the supervisor. Now my wife’s cousin might not be able to see her grandfather and he is 83 years old. It’s very shocking that they won’t help us with this. They were saying there is nothing they could do but actually if it was an emergency with either of us they would change the rules for us as passengers. No compassion. We asked for either refund for miles of return tickets or for 2-3 days of layover but they again said no.
Ivan Kovach (Flight numbers: LO730, OS624, OS81)