✅ Trip Verified
| I flew with ANA on 10/8/2019 from Taipei to Tokyo, and the in-flight service is fine and very satisfied. My scheduled return flight was on 10/12/2019, the day of Typhoon Hagibis. When Typhoon Hagibis was about to hit I got their notification by SMS that the return flight was canceled, but they didn't give further information of an alternative flight. I called my travel agent for help, they told me there is very little they can do on their side, and I have to call the ANA English call center for alternative flight arrangement. I called multiple times, but the line was busy, and finally the call was through, and I was directed to waiting for available service personnel. After 1 hour waiting my call was finally picked up , and arrange us into their 10/13 flight at the same departure time. In the next day afternoon, I got the notification again that my flight on 10/13 was canceled again. I called the English call center again, multiple times, but I kept getting automatic Japanese audio reply which I don't understand, and couldn't get through to their service personnel. Later, I found that their call center was down due to surged calls. Next day I went to Haneda airport when the transport services resumed, we were directed to ANA special service counters crowded with passengers. We were told the earliest flight we can took was on 10/18, that was all they were authorized to provide on the site. And we were offered the Eng call center no. which was expected to be available again in the night of 10/13, and asked us to call the center for other possibility. That is ridiculous to me, what is the point of setting up S-counters, and have customers to wait multiple hrs (>4 hrs for us), and then tell us to call a charged call center again for additional help?