Air New Zealand

NH855 Haneda, Tokyo to Jakarta NH856 Jakarta to Haneda, Tokyo I always use ANA because it offers direct flight and the service is very very good. I like the clean cabin environment and attentive flight attendants. They are very polite. And the atmosphere is very calm. Never had bad experience. Boeing 787 is a plus. I recommend this airline to everyone.

I decided to use ANA from SLC to KLIA in Malaysia. The experience was not bad but not great either. I have flown on some of the best airlines in the world and ANA fell short of that. One issue is they have a horrible IFE system, locked up twice on me over six legs. My 5yo daughter's headphone jack wouldn't hold the plug so had to switch on one leg. 25+ hours each way is not good to have busted equipment ANA! Food was Meh! They offer a Japanese or Western entree, both were never all that good. I did the Western but I noticed those that did Japanese also didn't eat much of it. Guess next time I will go SIA, KAL, or CP. Their only saving grace, very nice FA's. Ok one was a bit irritable but we had to remind her they had not delivered a kid's meal.

Today, I'm coming from Naha to Haneda. The flight was delayed for 1 hour. So I missed my next flight to Francfort. ANA took more than 2 hours to fine a new booking and finally I reached Narita where ANA reserved for me a room in the SKY COURT HOTEL NARITA, the worse hotel ever in Japan : stinking, dirty, no clim, mosquitos. Such a bad consideration from ANA for the customer I never imagine. Next time I will choose another carrier.

Aircraft Type B777-300; IAD to MNL and back - this is a 21-hour flight with a 14 hour leg from IAD to NRT. First of all, the priority check-in and lounge access more than mere satisfaction to me. The in-flight service (along with the friendly/courteous staff) is always appreciated. My biggest criticism (if any) would be the leg room as I probably chose the wrong seat; there an AVOD box under the seat in front of me that lead me to move my feet to the left side. However, i never had to stand up and stretch - as I would do if I was on Coach / Economy class - during the 14-hour leg. One more compliment: the staff offered me breakfast when I woke up late and were smiling all the time. Kudos to them!

I;ve flown ANA a number of times both international and domestic while I was living and working in Japan. The service has always been outstanding in all aspects and the ANA staff has always done their best to make me happy. ANA is by far my favorite airline.

I found ANA to be a good airline with one major exception: I had a ticket from Nagoya to Tokyo to Seattle and I found myself staying in Tokyo longer that I had planned. I called ANA and told them that I would not be getting on the Nagoya to Tokyo flight since I was already in Tokyo, but I would still be getting on the Tokyo to Seattle flight. They said that unless I pay them 12,500 yen ($120), that I would not be allowed to get on my flight from Tokyo to Seattle. They considered that to be changing the ticket. I didn't want to change anything. I was simply telling them that I was going to skip one flight but take the other. This was absolutely ridiculous, but even after extensively talking to managers, they refused to budge one inch over their stance. I felt like I was being held hostage in Tokyo over 12,500 yen when me NOT getting on the Nagoya to Tokyo flight actually saved ANA money!

Most incompetent airline in 60 years of adult travel. Over 100 days waiting for a $700 refund for a ticket that they admit they never issued to me but charged my credit card. A refund promised months ago (on recorded tape) and then....They have a Phillipines call center, Japanese call center and American call center (3 different numbers, but you wont know which one you are talking to!). The first two you will find absolutely useless and a runaround and stall. The American is no better yet.. STILL WAITING. And each time, on more than 15 calls (about 12 hours worth), they flatly refuse to send any email or confirmation of the issue or the case. I will probably go to small claims court, where in California, that means a $7700 claim, so they are not being very fugal either. Each time they promise to do this and that, and each time do nothing or have a different excuse or story. Truly amazing.

On the date sept -20-2022 was a first time i flied with your airline ,I am so happy with your service ,the whole crew members are unbelievable with the way they treated everybody including me and my wife .they are not just so polite ,they are also very detail on their service , so now i want all my family members , friends to know your airline is the best airline compare to the others, if 5 stars are the best rate for the best airline ,i would give 5 stars to your ANA airline .I am so appreciate for your service .and i also have a date 11-OCT-2022 to fly back to Toronto and i am felt so lucky to fly with your airline again . Thank you so much and keep up with your excellent service .

Aircraft: Boing 787 From Paris to Tokyo, then Tokyo to Osaka 12h in a plane is not as easy, but it was a great experience, being able to sleep, and last but not least, the boarding is very quick, which is enjoyable, I hate stayong in a plane for 30 minuts waiting it's ready to leave. The inflight entairtenment was cheap, but wh cares ? With 8h of jetlag, everybody sleep

ANA IS THE BEST AIRLINE FOR STUDENTS EVER! Last time when I arrived in YVR alone, I can not find anyone to help me taking care my luggage. So I have left them and go to VISA office. Their flight attendants didn't go away they stand there and help me to take care of my luggage until I came back. YOU CAN SEE HOW CAREFUL THEY DID TO THEIR PASSAGES. I WOULD DEFINITELY RECOMMEND THIS AIRLINE TO EVERYONE FOR SURE!!!!

I travelled Tokyo Narita to Beijing on ANA. I was hoping to fly their 787 aircraft, however ended up on an A320. The flight was extremely full and I was concerned hearing horror stories about how bad the room was on Japanese carriers. ANA were excellent. I would go as far as to say they are a favourite carrier and will be the airline of choice in the future. The cabin was clean and tidy. The staff from checkin to cabin crew were excellent. Everyone gave a genuine impression of enjoying their job and their company. There was plenty of room and the on board was service was attentive and professional.

ANA -Business Class Meal - knorr cup of noodle and teacup size vegetable broth Business class flight from Haneda to SF. Got a vegetable soup, more like vegetable broth served in a teacup size cup. Not a single vegetable in that so-called vegetable soup. I can't taste anything but salt. After 9 hours, I asked for food and the flight attendant said the kitchen is closed with. a smirky smile. I was shocked by ANA's extremely low customer service performance, from food to the flight attendant's lack of concern. I wished I had taken pictures of the pathetic food. People in this world have different diet preferences. Most companies in hospitality industry who are customer service- driven are aware of this. So they usually offer more that one type of food. This was the first time I was served without meal options in business class.

The flight from Tokyo Haneda to Frankfurt was a result of being transferred from a British Airways flight and aren't I gad they did. The flight was my first experience with ANA and it was impeccable. Most probably the best flight I have ever had. Well done

Flew with ANA on a domestic flight: it was a very surprisingly positive experience. The luggage handling excellent, the crew very kind and the flight itself comfortable. Since the flight was short, we were not provided with a real meal, but in general it was one of the best short-haul flights I have ever taken.

Here's what I like about this trip with ANA: Staggered seating on Business provided a lot of space. Lounge access was exceptional. Service is good/almost excellent. Pluses I don't see from other airline: They place a basket full of tissues, facial wipes, toothbrush/toothpaste and mouthwash in the bathroom - just in case you need them. Not so good stuff included the Japanese food (some morsels were too dry) and the quantity is not as generous as other airlines would provide.

I took a flight on Monday, February 20th, 2017 from Tokyo Narita to Chicago Ohare (Flight NH 12). About midway during the flight, I started feeling ill and began having cold sweats. I got up to go to the bathroom but when i got there, I passed out and collapsed, hitting my head. When I came out of it, there were 4 flight attendants around me to lend a helping hand. They did an amazing job taking care of me and making sure I was alright. They got me a pillow and blanket, a bottle of water and an ice pack for my head and stood by my side for quite a bit of time. I would like to commend them for their great reaction time and their genuine caring actions they took to make sure I was alright. I did not get any of their names unfortunately, but hopefully somehow they can get recognized for their exceptional service. I greatly appreciated everything they did for me.

I lost baggage but ANA coped with it quickly.

ANA offers one of the best flight services for Japan-Manila-Japan route. I never had a bad experience with this airline. With my last trip to Japan, I flew on Economy Class with their B787 and it is truly an awesome experience.

Brand new airplane , Boeing 787. Flight was from Haneda to Sydney. Pluses- clean aircraft. Efficient and friendly ground staff and cabin crew. Flight took off and landed on time. Minuses - incredibly cramped seat with very little leg room. Seating configuration was nine abreast . Entertainment system didn't have a lot of options . The dinner service was not very palatable and even if I did want to eat it , the portion size was minute. Breakfast service was a convenience store white bread and tuna paste sandwich.

I would not recommend nor will I ever fly ANA again because of there ticket changing policy.I go to the Philippines every winter and regularly have to change my return flight date.ANA absolutely will not work with you,it's cheaper to buy another ticket than work with them,i found Korean airlines very hospitable and will help you.

I suffered from airsickness and the air stewardess were so caring. They gave me medicine and I felt a lot better. The service is excellent. The food of the flight is also very good compared to the others. They even give hot towels for u to wipe your face and hands before meal. The air stewardess are very polite. I fly from Honolulu to Tokyo and transit to Kuala Lumpur. I simply enjoy the flight very much. This is my favorite airline among all I had travelled. EDITORS COMMENT: Great to hear such a positive review for this excellent airline. They are one of the world's best because they do care for their passengers and have great attention to detail.

Worst customer service of my life (living abroad for 10+ years, flying 2 to 3 times a year) Full detailed story here : https://airlines-experience.com/2025/01/14/terrible-experience-with-ana/ 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.

I don't like to write poor reviews but I will have to make an exception for this airline. They are not child friendly at all so don't expect anything in that department. My wife, daughter, and I are traveling from Tokyo Japan to Seattle US and have been put through the ringer and will never travel ANA again. We bought 3 tickets with receipt and once we got there we had 2 seats together and 1 seat at the other end of the aircraft. My daughter is 19 months old so she requires help preferably from both parents if available. This was not a full flight and the staff refused to help get our family together. We are now taking flight NH178 to Seattle with our daughter in our lap for 9 hours while someone else enjoys a free seat. Thanks for all your help and support ANA!

Love ANAs costumer service. If i have my way, this the only airline i would fly too. Very Impressive!! Cabin crews makes up for any of theyre airline flaws( if any).

ANA offers great inflight service. I completely agree. But what if something goes wrong... and this is when ANA is absolutely terrible! Outside the plane, especially for non-Japanese queries, you're on your own! Its service staff on the ground (and phone services) barely speak English, making it quite difficult (if not impossible) to make an issue be understood. The query phone service is ridiculous: after waiting on the phone on hold for exactly 10 minutes, the system is made so that it automatically hangs-up on you. The system informs you that the delay has been long and therefore they invite you to call again and the line is automatically cut... So if the matter is urgent, you have to call over and over again. Of course, one could try to complain but then one is faced with the issue that the service desk barely speaks English and one responds to the query, it is to be informed that they are striving to improve but for now, nothing can be done. And this is the service offered to Platinum members (Gold Star Alliance)... so you can imagine the service for NON-members!

I want to dedicate this review for one of Ana airline's staff at the San Jose airport, California. I caught her name to be Natalie and she was very helpful, respectful, professionally dressed and had a cheerful attitude. This was my first flight with Ana airline and although I am a student traveling alone she made sure I had the best experience even before riding the flight.

Economy seat was very comfy and reasonable size for 6ft person. service was great so was the entertainment options. Food was decent

Very disappointed with the airline and its affiliates. I had booked a trip to Asia, which required multiple connections, and upon arriving to the airport I learned that the initial flight was cancelled. The attendant was not able to help me get another flight until the following day but this meant my entire trip had to be reorganized. All the attendant could offer me as an apology for the inconvenience was a voucher for a Taxi to go back home. I will never fly ANA again nor its affiliates and I will highly discourage all my friends from flying as well.

My first time with ANA, I was impressed since I checked in at the counter. As I was my birthday and I got seat upgrade. Cabin crew named Michiko Hamano chan and Kumiko Kitaguchi made me a invaluable surprise. They made me a fruit plate and birthday card instead of a cake. Next time that I go to Japan, I will choose ANA for sure.

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.

Flew from KUL to Tokyo. From check-in to onboarding to flight service and food, excellent service. Food from KL to Tokyo could be improved. Return flight we experience less than satisfactory service because we wanted some changes in our seats which involved asking another passenger if he was willing to switch with you. The ground crew said they would try but they didn't. In the end when we boarded we asked the passenger himself who was more than happy to accommodate!

It's a very efficient airline but the quality of food and beverages has declined considerably from last year that I flew it on the same route NRT-CAN. They still offering Pepsi Products... not Coke but that is minor.. the food options were not that good, I had to stop eating my dinner of chicken... it was horrible and not great taste. The Red wine wasn't that good but the white was very nice. Great service from all the crew...very efficient and very friendly. They need to update their 767-300.. very narrow seats on the bulkhead that I had to move to the back... very narrow due to the entertainment controls that are bulky on this seats... screens definition is not that good. I still love the way that ground people bow to the airplane when it starts to move...and they wave "good bye" to the airplane and passengers.. Very nice gesture and tradition.

So amazing. Kindest crew ever and Krug Champaign in first. Best airline in the world!!

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 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 have been pleased with ANA over the years as I have flown them several times while living in Japan. It is more expensive than the others but the service had been better than the discount carriers and I had higher expectations. But recently I feel their promise of no fee change or cancellation policy is deceitful. In June I bought a one-way ticket from Hokkaido to Osaka at a time when they were urging customers to ‘buy now and don’t worry if you need to make a change’ policy during the pandemic. Ten weeks later I wanted to extend my vacation a couple days, but I was told there would be a cancellation fee or I could pay 25,000 yen to push my flight back two days. This really contradicts the promotional message from June. By contrast, other airlines (like United) offered a similar promo but clearly stated that the customer would be responsible if the fare increased for a similar flight. I will never book again using ANA.

Best airline in Japan is JAL. Second is ANA. Though JAL staffs(pilots/co-pilots/FA) likes to move to ANA as they say, ANA has better benefits for the crews. However, from the user side, JAL has way better service. Such an example for ANA, is that the ground attendants can be swopped with a robot and no one can tell the different. It just means that they're not trained well and everything is completely by manual. If a customer is complaining, they just go by manual, if they're mad they just go by manual and customer satisfaction is second to nothing. JAL on the other hand is trained very well and knows how to cherish customers and of course they've a smile. Everything up to here is when leaving Japan to USA. From the US to JPN, it all will depend on the staff on duty. But here also, JAL staffs are significantly better trained compared to ANA. A friend of mine boarding together going to SIN had a bad experience and has written the complaint card. After submission in flight to the FA, a senior FA-like person and asked my friend of what's wrong? FAs didn't read and has just poured more oil on fire. We understood that ANA doesn't train the crews. Its still the same after 10 years.