All Nippon Airways (ANA)

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.

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 .

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.

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!

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!