ANA All Nippon Airways Passenger Reviews and ANA Customer Trip Reports

ANA All Nippon Airways customer travel guide
		ANA World 5-Star Airline ranking		ANA Premium Economy and Economy class seat reviews
		ANA First Class and Business Class Lounge Reviews		ANA First Class and Business class seat reviews
		ANA Aircraft Seat Plans		ANA Passenger seat tips

Airline Reviews

Airline Seat Reviews

Airport Reviews

ANA customer review :  11 June 2010 by A Moon   (Singapore)

ANA failed to alert passengers about its cancelled flight, ORD-Narita on June 2nd, even though they knew 14 hours in advance that the plane never left Narita. The Passenger Reps couldn't be bothered to check other flight availability. Only after being prodded did they miraculously found a seat on United Airlines departing within 2 hours of its cancelled flight. I understand that technical issues are unavoidable, but the total lack of accountability about the customer experience was shocking! ANA was previously known for its customer service (that we expect from Japanese airlines), but don't be fooled. I found ANA employees to be unprofessional at best, rude at worst.

ANA customer review :  10 June 2010 by Frank Mauz   (USA)

NRT-HNL in Economy B777. Fast check-in, efficient, friendly, cabin attendants, delicious meals, wide variety of entertainment, frequent water and green tea offerings, spotless lavatories.

ANA customer review :  1 June 2010 by M Ballestro   (USA)

We paid about $2400 each for a nonstop Premium Economy ticket from IAD to NRT because the thought of cramped quarters in Economy for 14 hours to NRT and 12 hours back to IAD put us off. While I cannot complain about the quality and comfort of the seats - we had footrests, seat width was spacious, decent amount of pitch, nice armrests so both you and the person next to you both had plenty of elbow room - the service was not that great. On the way to Narita, we were served shortly after being airborne, but it was 9.5 hours before we were offered any sort of food again. Sure, the flight attendants would come by offering green tea or coffee, but not even a lousy bag of pretzels? The same thing happened on the way back - fortunately, we brought snacks with us so we were more prepared, but it was still uncomfortable. If I'm paying twice the price of the economy ticket (which Premium was in this case), you would think we would have received at least a few more snacks than Economy. It was an uncomfortable experience. I doubt if we would fly ANA again because of it.

ANA customer review :  25 May 2010 by Anthony Leith   (Japan)

NRT-SFO-NRT Business class on B777-300. Lounge in Narita excellent. Onboard service is a little lacking. No pre-take off drinks served on ANA, unlike other business class offerings elsewhere. When leveled out, still no drinks were offered, just a complimentary 'Kool-Aid' type of plum drink given out. Had to wait until the dinner ordering to get a beer. Food was great, however the breakfast offering into SFO was poor for business class - a couple of muffins and poor tasting coffee. Food on the return, and all-daylight flight was much better. Seat, great but being tall not as comfortable as Asiana's flat beds. Also, the bulkhead in business class found me touching with my feet whilst trying to sleep - annoying. Didn't bother sleeping on the return flight. Given the Business Class fare was a good deal, the service wasn't bad, but sure wasn't anything to get excited about. ANA need to lift their game in my opinion. In my answer 3 below, its a recommendation in regards to competing airlines on the route, not against other airlines. ANA are the best of a fairly average lot to the USA from Japan.

ANA customer review :  26 March 2010 by H Lee   (USA)

IAD-NRT-IAD. The food was excellent (kaiseki course) and FAs were quick on snack requests at any time during the flight. The sake was good! The seat was comfortable and I had no problems. The business lounge in IAD could have more refreshments but still better than US airline lounges. In fact, ANA has one of the best customer service which North American airlines can never hope to match.

ANA customer review :  12 March 2010 by James King   (Japan)

Haneda-Hong Kong-Haneda. Fast talking agents resulted in penalties which were more than the price of the economy class ticket, even though I spent 4 times that to upgrade the tickets to business class using cash, not miles. ANA C-class seats and AVOD are getting dated - pitch is much poorer than UA, Cathay or Asiana. Cabin service was technically perfect but lacking sincerity. AVOD was spotty, partner's AVOD did not work on the return flight. Indifferent attitude from the FAs. For the price paid, almost any other airline is better in my own opinion, even if you have to transfer in Incheon. On the positive side, ground crew, check- in, gate staff were excellent. Unfortunately the reservations team and the FAs need to return to what made ANA a star in the alliance.

ANA customer review :  26 January 2010 by Horst Moeller   (USA)

Flight in Business Class, from BKK-NRT-ORD. Sleeper seats uncomfortable, difficult to sleep, because of sliding down seat constantly. Food selection satisfactory, but nothing to be excited about. No breakfast before landing, on both flights. Aircraft B777-200 was very clean and service was friendly and efficient.

ANA customer review :  19 January 2010 by Saurabh Kumar   (India)

Haneda-Tottori-Haneda. Superb although large airport. Spotless aircraft, and immaculate service by way of friendly English speaking FA.

ANA customer review :  14 January 2010 by R Paterson   (USA)

NRT-JFK on a spotless, modern B777. All around 10/10. Crew were friendly, more than willing to accommodate. Food was above average, constant attention from FAs with drink service. AVOD helped pass the time quite well with a lot of selections. Certainly loads better than the United flight I took going to Japan. Would definitely use ANA again for any travel to/from Japan.

ANA customer review :  10 January 2010 by T Bissell   (USA)

I'm quite pleased that ANA is part of the Star Alliance. I've never had anything but superb service from each and every ANA employee. They've even gone so far as to grab my bag and run with me in the airport, in order to ensure that my overly-tight connection (due to weather) didn't leave stranded (NRT to NGS in May 2009). The ANA reps will work with you if your Japanese isn't up to par, and I've never had a single problem with flying them over the past 10 years.

ANA customer review :  10 January 2010 by Alan Wan   (UK)

LHR to NRT : I was impressed the service was similar standards to SIA. Attentive, friendly and with the important small touches like hot towels. Dinner one of the best economy meals I have had in a long time - I was not in a mood to drink alcohol so canot comment on the choice or quality. I slept for most of the flight, and the IFE (although a decent system) choice of films was rather limited.

ANA customer review :  7 January 2010 by John Powalisz   (USA)

ORD-NRT Business. The cabin is neat and clean and the service far surpasses anything that the US flagged carriers offer for International travel. The business seats have their plusses and minuses. It is very hard for a 6' person and above to get comfortable sleeping on the "slope". The padding is very thin so sitting or sleeping is a bit rough. AVOD system is excellent and includes noise cancelling head phones. Once you get used to the "A la Carte" style service ANA offers, meal and beverage service is fantastic. Food was good and plentiful. The biggest advantage of the service is the attitude. The flight attendants really made you feel welcome, unlike anything the US majors have to offer. One heads up would be about the use of the Red Carpet lounge; They do not offer ANA Business customers free internet. This is an outrage based on the fare I paid but so be it. The attitude of the UAL attendant in the lounge was typical; poor and she blamed the situation on ANA and how cheap they are.

ANA customer review :  17 November 2009 by Quek Keng Guan   (Singapore)

SIN-NRT-SIN in Y class. Bought their promotion fare for S$482 including taxes /adult while S$52 including taxes for infant ticket. Travelled on their new 767-300 on their special livery (Panda), seated in row 15C, D and E, behind J class on both sectors. This section is quieter as there are a few rows of seats compared to the main section of the Y class. Seats are comfortable with ample recline. PTV has more than 160 programmes/games etc. However there were only 5-6 children programmes and average duration is only 30 mins. Food selection excellent. Each tray has a water bottle on it, Haagen daaz ice cream given on both sectors 2 hrs before landing. FA on both sectors, especially the return sector were extremely attentive to families with children. Hot towels were given before meals only on the Sin-Nrt sector. Check in at Nrt excellent, ANA staff personally guided us for check in as I'm travelling with 2 kids. ANA is an excellent product for travellers with families and will not hesitate to travel with them again.

ANA customer review :  29 October 2009 by Michael Scott   (UK)

LHR-NRT-LHR round trip in economy. Every aspect of service excellent, from check-in to disembarking. The cabin crew worked hard to meet passenger wishes and gave the impression that nothing was too much trouble. But the seating is dreadful. They were the most uncomfortable seats, with the smallest pitch, I can remember on a long-haul flight. My knees were firmly up against the seat in front and had I not been able to move to an empty exit row seat on each flight then the flights would have been unbearable. For this reason alone, I would not fly with ANA again nor recommend them to anyone over 5'6" tall.

ANA customer review :  22 October 2009 by T Patrick   (Hong Kong)

Hong Kong - Tokyo Haneda Economy. The service is excellent and fast. Dont expect to sleep on late flight to Haneda - lights on all trip. Good movie selection but not clear what channels are what. Seats rather thin, leg room standard. Nothing to do at Haneda so dont rush there; also early arrivals to Haneda dont link with hotel bus services. Airport seemed to close as our flight left at 8pm!

ANA customer review :  19 October 2009 by Alexander Gan   (Singapore)

Singapore-Tokyo-Sapporo return. First flown on a B767 with special livery, then on an A320, and back on a B737 and B767. On the first and last flight, we sat behind business class. The seating was okay , inflight entertainment was good, and food was delicious! The magazines are in Japanese and English.

ANA customer review :  3 September 2009 by R Wong   (Japan)

Hong Kong to Tokyo Narita, fairly new B777. I sat on row 23 in economy class. Row 21-23 in ANA 777 are separated from the main economy section so the cabin was quiet. Meal good, above average. Wide range of movie selection. Cabin crew attentive and polite. Generally very good and comfortable flight.

ANA customer review :  2 September 2009 by Y Kwon   (USA)

SFO-NRT, B777-200, return in economy class. Perfect service, excellent food. very clean. Everything was perfect except seat pitch length, very uncomfortable. Best service I've ever had, but worst seat comfort I've ever had in this round trip.

ANA customer review :  30 August 2009 by J Billet   (Japan)

FRA-NRT. Seat next to me was empty, which added to the sense of comfort. FA's smiling and attentive. Toilets kept clean throughout the flight. Fish meal was delicious, the red wines (I tried both) were so-so (lacking flavour and body) and bread was below ANA's usual standards (no whole wheat, etc). Strange to be served such poor bread on a flight originating from Germany. Seat was good enough, but not up to the full flat seats one finds on other airlines. I understand that tall people would have trouble getting a good sleep on such a seat. Maybe ANA can improve the boarding process in FRA? (One single boarding gate).

ANA customer review :  21 August 2009 by Brian Smith  (Japan)

NRT-LAX-NRT in Business. Flight attendants friendly and extremely attentive, seats not ideal, but better than economy. Very difficult to sleep in any position except on your back (not lie flat seats). AVOD is limited. Food is always outstanding out of Narita. The menu you'll get for the Japanese meals is kaiseiki and would cost at least 6-7,000 yen if eaten out on the town. However, when returning to Japan from abroad, the Japanese meals are less than stellar and are inadequate to the level of quality from NRT. They have been offering discounted business class fares that make this a very good value for money. Flew domestic US first class and it just cannot be compared to what you get on ANA business. The lounge in LAX is refurbished and as good as the lounge at NRT. Truly a joy to fly them. The long haul experience with them helps make the travel as painless as possible.

ANA customer review :  14 August 2009 by L Huang  (USA)

IAD-NRT-HKG. FAs had smiles on their faces, whatever you wanted, they would get it with no attitude. Seats comfy - pillow and blanket in Biz class were very comfy. Slippers were nice too. Movie selection not that great - they need to include English subtitles in more Japanese movies / shows so more can enjoy. Food was quite good - seafood / sushi was fresh. The seats could be longer - I'm only 5'4" and my legs hung out at the bottom, past the foot rest. Not sure how "average" height people or taller handle it.

ANA customer review :  8 August 2009 by J Billet  (Japan)

NRT-CDG Business cabin. Up to ANA standards when it comes to FA politeness and devotion to passenger service. Plane (B747) was very clean, including the toilets throughout the flight. Seat was angled-flat but adequate to sleep. Inflight entertainment (VOD) was exhaustive in its offering (even though the channel guide catalog is somewhat hard to understand). Food was nice but odd in terms of offering. Appetizer and main course were delicious even though portions were slightly small. What surprised me the most was that ANA changed its policy (I was told by a FA) and the 2nd meal normally served two hours before landing had been discontinued and replaced by the (quite basic) light meal offering offered throughout the flight (sandwich, pizza, etc).