ANA Reviews

Won't fly with them again.

They just don't do customer service whatsoever. They cancelled my flight and then made it impossible to speak with anyone. The return leg of the trip was equally as bad with the staff at Sydney airport most unhelpful. Wifi doesn't work on their planes and they force passengers to wear masks

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

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!!!!!!!

Very poor Customer Service given to Business Class travellers. We had three legs of our recent trip to Australia cancelled with no explanation given. We managed to re arrange some of our flights but incurred significant additional costs as a result. Whilst on holiday, our flight back to London was cancelled and ANA never came back to our agent, Trailfinders, with an alternative flight for us. After waiting 5 days, we gave up and travelled back with British Airways. We are now left waiting for the refund on our return tickets. We will never book with ANA again. My husband works for a large Japanese business, and he has never come across such poor service from a Japanese organisation.

I was forced to fly All Nippon in 2020 due to Covid and I was forced to purchase a business class ticket for myself and my 1year old at a cost of $11500, just to get back to Australia.
It came as a return ticket but due to not being allowed by the Australian government I was not allowed to fly again until just recently in 2022.
I asked All Nippon to extend my return flight option to which they have refused which therefore means I effectively paid $11,500 for a one way flight which is disgusting. I had been separated from my Husband for over 9 months and was desperately trying to return to Australia to him so we were forced to purchase this flight on a credit card as we didn't know when Australia would re open.
All I wanted All Nippon to do was let me fly in January to the UK once the borders reopened but they refused.
Feel totally robbed of my money and respect for what people suffered during COVID.

So pleased with the All Nippon Airways Philippines staff for helping my elderly mom and calling me long distance in re. travel medical insurance as required by the Philippines government for international outbound travelers. I didn't know the requirements about the travel medical insurance proof prior to boarding the plane. In foresight I bought the travel medical insurance coverage on 5/12/21 unbeknownst to my mom. I was able to send the info. on Messenger through the account of Aldrich P. who assisted my mom until she was seated in the plane. Bravo for the excellent service. Looking forward to fly with you in the future. I am confident that my mom will be taking care of during the flight based on your 5 star Excellent rating. 👏👏👏 😊

I have booked a flight through Edreams.com. The flight was cancelled due coronavirus and I am still waiting for refund of fees I paid. The refund dossier has been opened on 24 April 2020 and more than 160 days have been passed. Edreams have sent to ANA multiple complaints without any response.

I travel a lot and ANA is probably the most reliable and trsutworthy airline I have used. During the Covid-19 pandemics, many of my flights with different airlines were cancelled, but ANA was the promptest to refund my ticket and did not try to force me to get a voucher instead. Their in-flight service is also irreproachable.