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!
