ANA All Nippon Airways

SIN-NRT-LAX vv everything went well. I was personally escorted from gate to gate without having to run in Narita. The ground staff were efficient and very polite. The service onboard was excellent - meal portions huge and seat space comfortable. The Japanses Bento box meals were delicious. While their PTV was limited its better to have something to watch than nothing at all. Toilets on board were kept very clean.

Return trip from Tokyo to London and first experience of ANA's new in-flight service offering. In-flight service was extremely poor with unappetizing food and audio-video entertainment selection very limited when compared to that of competing carriers. In flight cuisine was limited with offerings such as hot-dogs and plates of ham. Despite the poor service and product now offered ANA charge an unjustified premium over other airlines. In future I will certainly be looking at other carriers.

LHR-NRT-LHR. We were travelling with a baby and ground and cabin staff were accomodating and caring. Great thing about ANA is that your buggy is put in a large plastic bag and taken to the hold at the door. It is brought up at the door at the other end so no lugging a heavy baby plus handluggage through the airport. Sitting at bulkhead with bassinet plenty of leg room. Entertainment on demand and a wide selection of international movies. Cabin crew warm and friendly. Baby meal and child's meal served first. Child's meal nutritous and excellent. Our food was delicious from NRT okay from LHR but odd breakfast of piece of ham and cheese (I pinched some of my daughter's more substantial child's meal). Service method is strange to say the least and rather slow - 3 hours to complete and no one wants to sit with a dirty tray in front of them for an hour waiting for tea. Also switch lights on about 4 hours before landing which is excessive for those that want to rest more. Eyemasks and earplugs are provided on demand as are toothbrushes and paste but this is not really advertised. Interior of the aircraft spotless and toilets remained so throughout entire flight.

Honolulu - Tokyo - Singapore: On the first leg to Tokyo the service food inflight entertainment etc was excellent - a little less impressive on the way to Singapore. The legroom is sufficient only for average sized Japanese; head rests are way too low for tall people remain partly behind the back and make things rather uncomfortable. Average sized Westerners should not use Economy class on ANA.

SFO-NRT-SFO heard good reviews of ANA but was disappointed. The first meal (lunch) we got from SFO to NRT was typical Japanese meal which was good. They did not offer any snacks in between meals. Just water and tea. Second meal was chimichangas (the kind you get from Costco). I could not believe they would serve Mexican fast food in a Japanese airline! On the trip back NRT to SFO the first meal was good typical Japanese meal. The second meal (breakfast) was a hamburger which was awful. Again no snacks offered in between meals just tea and water. Service good and staff were friendly enough. I would not use this airline again.

NRT-HKG-NRT in economy. Check-in efficient on both ends service onboard faultless food not bad and seat pitch decent especially on the 767 on return from HKG. I had vegetarian meals both ways and from Tokyo was rather gourmet and interesting but the one catered by Cathay was uninspired. The only bad point of the ANA flights is the entertainment system. The movies are few and old and I was glad I wasn't on a long-haul. Tried booking Delta on this same routing and days and was quoted double the price of what I paid on ANA. ANA website was easy to use.

SFO-NRT B777-300ER flight from SFO was on-time and was upgraded to Business Class due to overbooking in the economy cabin. A good airline with clean cabins and pleasant FAs food was as good as a typical Japanese restaurant. Able to sleep due to the inclined flat-bed.

HNL-NRT round trip economy. Outbound flight to NRT was delayed due to mechanical problems. My travel plans were flexible and I didn't want to wait at the HNL airport for the problem to be fixed and received excellent service from ANA ground staff who assisted me with getting on the next day's flight to NRT. The inflight service from the FAs was great on both the outbound and return. Very good quality meals and plenty of drinks served with FAs coming by with drinks throughout the flight.

NRT-LHR return. Seat 23D which looks appealing due to being a mini cabin had substantially less leg room. Couldn't straighten my legs and was in pain when getting off the aircraft. Food was average for lunch and poor for the second meal with a disgusting hotdog on outbound and some dodgy sliced meat on return. Return was again delayed this time due to servicing issues at LHR. Left me with short time for connection at NRT. Guess what again delayed both on take off and then delayed for another 40 minutes. Cabin crew polite and friendly as normal for Japanese airline. Not great value for money considering there seems to be a premium for flying with a Japanese airline out of NRT when compared to other Asian airports.

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.