All Nippon Airways Co., Ltd. (ANA) — Local services in Tokyo

I honestly don't understand the bad reviews. My experiences over the past 5 trips over the past 2 years.

I've had to call in twice, the wait times are long, but shorter than my home airlines. The reps were always extremely helpful and worked with me to resolve the issue on that first point of contact.

Roomy seats for economy. 34" pitch seats vs the standard 31" that my home airlines offer.

The food is similar to food court food you would get in a mall, but pretty good overall and plenty of it. I have yet to leave one of their flights hungry. To the people that say it's bad, I invite you to try Air Canada.

I had a misplaced suitcase once. They promptly and very efficiently handled the situation and I had my bag and made my transfer in Haneda which is only 90 minutes from getting off the plane, going through immigration, customs, shuttle bus to next terminal, check in, security, and get to gate.

My last trip could have been a gong show. The arriving plane in Vancouver was late due to the volcanic ash coming from Russia, hence I was going to arrive late in Tokyo and not make my connecting flight. I asked a flight attendant if they knew what my procedure would be when we arrived, she didn't know, but promised to have the head flight attendant talk to me before arrival. Sure enough, about an hour before we landed, she spoke with me and advised that they since there was no way of me making the connecting flight, or even the flight that would be available an hour later, they booked my flight for the same time slot next day. Sure enough when I checked on my phone, there was the new booking. They also had a hotel booked for me. She advised that as soon as I get off the plane, there would be ANA reps at the end of the boarding gate. Sure enough, they were there and handed me a voucher for my hotel stay with directions how to get there. Then they gave me another voucher for food compensation (an easy process that instantly deposited funds to my PayPal account), and finally advised that my plane ticket was rebooked for the same time slot the next day (8:30PM).

Check in at the hotel was uneventful, so they handled that right.

Compensation was 2000 yen, which I went to the convenience store just outside of the hotel and got more than enough for that night, and breakfast in the morning. An egg sandwich, a cutlet sandwich, 2 Smirnoff Ice, a Coke, a 1 litre Pocari Sweat, and a spicy chicken breast for 1754 yen, so happy with the compensation.

Checkout at the hotel was 11AM, so after wandering around for a bit wondering what I was going to do for the next 9 hours, I caught the shuttle bus to the next terminal to see if it was possible to change my 8:30PM flight. By the time I got myself to the next terminal and ANA counter, it was noon. Speaking with the rep, she said absolutely and got me checked in for 1:55PM, fantastic!!

Every one of the staff I have ever spoken with has been absolutely amazing and some of the friendliest people I've ever spoken to.

Long story short, I'm booking with ANA for...

I flew ANA business class recently and was extremely disappointed by the overall experience.

My checked suitcase, which I had explicitly declared as fragile and there was a tag on it, was returned completely destroyed. One wheel was missing and another was ripped off entirely. The in-flight WiFi was horrible. It took me over 20 attempts to get it connected, and I couldn’t even send basic text messages. The food served onboard was shockingly bad for a business class flight.

What made things worse was the poor customer support. Even though I now need to buy a new suitcase, ANA offered only $50 in compensation. And I needed to actively follow up on the process. Why do I need to partially cover the cost of a replacement? My suitcase was fully functional, large-sized, and fairly new before this stupid flight. Every response from customer service was focused solely on justifying their actions rather than actually helping resolve the issue. Their bot-like response surprisingly increased my stress level.

I’m genuinely surprised by how far ANA’s service quality has declined. I always thought this was a company that prided itself on excellence, and I've been with ANA for many years—but that no longer seems to...

Had an ANA flight which was operated by Vietnam Airlines from KIX to HAN. I chose ANA just because I am a Star Alliance Gold member (with more than 100,000 miles with the SA members). The check in staff did not give me priority luggage even though I am both Star Alliance Gold and VNA Titanium member. The explanation was that it was not a Star Alliance flight so no SA member and my ticket was bought from ANA so no VNA member lol. Also after some argument at the check in counter, you guys put me in a middle seat of the aircraft while there were available aisle and windows seats. Thanks a lot! I will never buy any ANA ticket again. Star Alliance should consider kicking you guys out of the team too.

And for your information, even though I bought the ticket from ANA, Vietnam Airlines was kind enough to let me use their priority service at Noi...