All Nippon Airways Omdömen 

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.

Spitzen Flug. Gut klimatisiert. Ausreichend Platz und bequeme Stühle in der Economy Klasse. Tolles Entertainment System mit bequemen Kopfhörern. Verspätung wurde aufgeholt. Spitzen Service. Essen nicht überragend aber gut!
Die 15 Stunden sind "wie im Flug vergangen" ;)

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)

My very first experience on a long flight ( 12 hours from germany to japan):
the first half of the trip was good, I was offered drinks and received my meal, flight attendants were very friendly.
on the second half of the trip they didn’t provide/offer me breakfast (I was at the window seat, (half dozed off) but they did provide breakfast to the japanese person on the aisle seat (middle seat was empty).
I was also not offered drinks during these hours.
I wasn’t sure if I should get up and say something as I felt out of place in a foreign culture.
I will judge it as a 1 time awkward experience, maybe the flight attendants were tired and next time make sure I have an aisle seat booked so I can’t be ignored.
I’m giving 3 stars incase I am oblivious to the airline industry & the good experience in the first half
but feel the second half of the trip deserves 2 stars for me going thirsty & feeling slightly offended

TLDR: book aisle seats, not window seats on long flights

Absolutely disgusting service by this airline so shocked had nothing but problems booked thinking they were one of the best I was wrong. Flew out on the 21st to Tokyo 15 hour flight came around about twice to offer drinks got 1 bottle of water of them. Asked for water 5 times and was told no thought it might be a translation problem so picked an empty bottle pointed at it but was still told no. Returning flight didn’t improve ordered a gluten free meal was given part of the meal frozen looked like it had came straight from freezer no apology or alternative offered. Flight was delayed so my missed my connecting flight from Munich had about 45 mins to get flight was assured by staff twice that this would be ok but was left waiting in security for 30 mins then had to get numerous escalators then shuttle to the gate and had to run was so out of breath this connection was impossible to make even a top rate athlete wouldn’t have done it. Flight was missed and rebooked for 8 hours later. Totally exhausted been up for 35 hours no food as food provided by airline was frozen. Given 15 euros voucher which only covered a cup of coffee and a cake so no good if you suffer from celiac disease survived on a cup of coffee water and some crisps. Gluten free salad in airport costs in excess of 20 euros. Will be making a formal complaint totally unacceptable to be treated this way by what I had considered was a respectable company.

Such a wonderful company. I have had one of my best travel experience with same. So shocked by the evaluations here! The only company that offered a solution for my invalid mother, always smiling, helping. The service on board is impeccable. Nothing in common with so called travel company like lufthansa

Sue, Sam, and Heidi in the ANA Torrence, California, USA office on Mar 13, 2023 office provided the worst customer care that I have ever experienced in my life.

Had I had this experience when I started flying with ANA many years ago, I would never have continued with them and moreover, I would have encouraged my team to utilize other airline companies.

Normally ANA is an exemplary company that I cherish and who normally has the world's most polite, kind, helpful and efficient customer care team that anyone can hope for. As such I have flown across the world time and again, over the past 15 years, I am a Gold Star member with over 650'000 award miles.

Unfortuntaly, on March 13, 2023, when I phoned the Torrence, California customer service, with a simple booking request, it took 3 hours and the "supervisor" Sue to hand up on me without evening saying "sorry for wasting your time", or "I am sorry to be so impolite", or "I am in an argumentative mood and do not want to help you and raise a ticket". Each customer service agent, Heidi, Sam and Sue all acknowledged that there was a discrepancy in ANA's policy. However:

1. They were unwilling to help find a resolution.
2. They refused to transfer me to a manager or a department that handles high-level issues.
3. They refused to open an escalation ticket.
4. They had a defensive and argumentative manner of speaking (i.e. no customer service training on etiquette (saying hello, thank yous, and goodbyes for a start),
5. they were impolite, inconsiderate,
6. They did not listen nor confirm their understanding of the issue,
7. They over-talk clients,
8. They were too burdened to try to find a resolution of any kind,
9. They lied
10. They give their clients the run-around in fear of the escalation being raised to another department and them receiving negative points for it,
11. They like don't care about wasting gross amounts of their company's time,
12. They don't care about wasting gross amounts of their clients' time
13. They have no training about the ANA system
14. They have ZERO training in customer service policies

I hope ANA resolves these issues (my booking issue and their customer support team behavior) and that I can regain my confidence in what was an amazing company for so many years.

Not sure what happen to this airline and why its saying inspired by japan on the planes. My last 3 trips with them I did not feel anything that feels like Japan...
The food was total garbage, no Japanese's food but some wester beef patty with some horrible veggies..
I fly few month ago with JAL and was impressed with the food, it felt like business class.
ANA not even offered Miso Soup which is so cheap to make and server !

Here not only the food was bad on 3 of the flights, the also ripped of my GF, charged her on a short flight from Kuala Lumpur $1000 ! Never again !

Complaint reference:ref:_00D1028xJ._5002rStrAf:ref
We had to change at Tokyo for our onward flight to Itami but we only had one hour to change flight. But what I didn't know and ANA did know as that we had to clear customs and Immigration at Tokyo and it was impossible to do this in an hour even though we rushed like mad. Were told we would have to stay in a hotel at our own expense and fly the next day. When I said no thank you they said they could fly us to Kobe which was fine but our lift was waiting at Itami. They told me to get a train but I explained this wasn't possible with 4 suitcases, three bags, a guitar and a 7 year old boy (you have to change train several times) but the ANA crew quickly retorted "its not my fault"!
I object to ANA selling me the ticket when there clearly is not enough time to get through immigration and get your transfer and dislike the rude staff at ANA. Also I have made a formal complaint but ANA claim it is not their fault they sell tickets they can't honour.

I got an email that tell me my flight got cancelled even I booked 3 months ahead,then I have to call Ana to reschedule with different dates and my seats got changed,I paid more money to upgrade my seats and no refund ,I doubt they sell the tickets to someone else for higher price since it is on Christmas season ,never flight this company again