ANA Customer Service Issues

Passengers in the emergency exit row seat have five main duties to assist flight attendants. These include controlling other passengers, ensuring the outside environment is safe, opening the emergency exit correctly, helping passengers exit the aircraft quickly, and directing others to move away from the plane promptly after evacuation.

Why are passengers under 15 not allowed to sit in an emergency exit row? For successful execution of directions in an emergency, physical strength and practical ability are necessary. Japanese Ministry of Land, Infrastructure, Transport, and Tourism's regulations state that only passengers 15 or older have the required capabilities. In Japan, 15 is considered a threshold for physical strength for various activities, like work under the Labor Standards Act and being considered adults for pharmaceutical purposes.

I had to purchase separate tickets from the US to Narita and Narita to Naha due to cost concerns. The ticket I bought for the Narita to Naha portion was mistakenly booked for the wrong date. My arrival in Japan is on 7 Dec, but the ticket I bought for the Naha flight is for 6 Dec. When I contacted customer service, they only offered to cancel the incorrect ticket with no option to change the date. I am willing to pay the difference for a new ticket for 7 Dec, which costs $[redacted], just slightly more than the $[redacted] I already spent. I was hoping to apply the cost of the wrongly purchased ticket towards this new fare to minimize the financial impact and help ANA profit.

I am flying from YVR on December 24th to Haneda Airport. I have seat assignments, but there is a big problem. I am a large handicapped man and need extra legroom. I used to travel in Business Class and preferred sitting in the bulkhead window on the right side. Being in the middle seat, like seat "B", would be disastrous for me. I am an elite member with Aeroplan and require assistance with a trolley to the carousel and help with transportation to Yokohama for my ship, the Ocean Dream, which I board the next morning. Could you recommend a nearby hotel? I also need kosher meals on all my flights. My name is Rostislav Michael K., and you can reach me at [redacted] or [redacted]. Thank you in advance for your prompt response.

Hello, I am reaching out about a flight my family has booked with your airline. We have some questions and concerns regarding our upcoming trip, as it is our first vacation together and our honeymoon. Additionally, we will be traveling with our autistic son. I am feeling anxious and trying to ensure the best accommodations for our journey. It would be incredibly helpful if we could board early to reduce our son's anxiety and sensory issues. Also, we hope to secure three seats together. While I plan to check in online 24 hours before the flight to try to arrange this, I'm hoping that by contacting you now and explaining our situation, we might receive some assistance. We are ANA mileage members and look forward to flying with your airline in the future. Thank you for your attention to this matter.

I recently flew with ANA from Los Angeles to Narita, Japan on February 8. Upon arrival, I had a connecting flight to New Delhi, India with only 55 minutes layover. Despite having checked with ANA about the short connection time beforehand, a one-hour delay in LA led to me missing the India flight. ANA's representative at the airport promptly took care of everything, arranging a hotel for the night, breakfast, and transportation. I was grateful for the assistance, especially since I hadn't packed a warm jacket for the unexpected cold weather. The ANA representative was not only kind but also efficient and helpful. I wanted to express my gratitude and commend her exceptional service. The situation could have been distressing, but thanks to her, it was handled smoothly. Thank you.

My wife and I, who are Thai citizens, have upcoming travel plans back to Thailand using our Thai passports. We have a flight booked with ANA departing from New York City to Bangkok on March 31, [redacted]. Our passports are set to expire on May 28, [redacted], which is in 2 months, and we are concerned about whether we will be allowed to board the ANA flight. We reached out to the Royal Thai Consulate General in New York City, and they assured us that we should not face any issues with Thai immigration upon arrival in Thailand. However, they recommended that we confirm with ANA whether we will be able to board the flight on March 31. We kindly ask ANA to provide clarification on this matter promptly. Thank you for your assistance.

I apologize for the inconvenience. My name is Marieta G. Summaers. Our group reservation (7 people under booking references N2D7BF and N3VALJ) for the dates 03/13/19-03/26/19 from SFO to MNL and back had to be changed to SFO-NRT-SFO due to a last-minute change in our plans. I sought advice from an agent who I believe provided me with incorrect information. I initially paid $[redacted] per ticket and was advised to cancel the tickets for a $[redacted] refund and repurchase them. Feeling pressured and flustered, I followed this suggestion. However, upon returning from the trip and reviewing the ticket details, I realized I could have opted to change the tickets or save them for later use by paying a change fee. This misinformation resulted in a significant financial loss of around $6,[redacted]. I kindly request to reverse the cancellation of the tickets and retain the option to use them for a future trip. I've received a $1,[redacted] refund and I'm willing to return it. Your prompt attention to this matter is greatly appreciated as we plan to visit Japan again next year.

Hello ANA, I contacted 1-[redacted] on March 20, [redacted], regarding my flight delay compensation for my trip on December 18, [redacted], Locator # LXEE7C from LAX to Tokyo. Sachi mentioned they would investigate, but I have yet to receive an update. To ensure my request gets proper attention, could you please provide me with the appropriate email address or department to submit my compensation claim? Thank you, Lutgarda V. Francisco

Hello ANA Customer Service, I am reaching out regarding my recent flight experience on NH [redacted] from SGN to NRT on 12th April [redacted]. I was seated in 36F. I was disappointed by the service provided by your cabin crew on this flight. I felt discriminated against when it came to meal options. The crew informed me that only fish rice was available, while Japanese passengers were offered a choice that included chicken rice. This treatment extended to my sister in 36A and two other Vietnamese passengers nearby who were all served fish rice. In contrast, Japanese passengers behind me were given the option of chicken. The crew assumed incorrectly that I did not understand Japanese and spoke to the Japanese passengers in their language only. It left me feeling that Vietnamese passengers were being treated differently. We all paid the same fare for our tickets, so this biased treatment was disheartening. Despite explaining that I could not eat fish, my request was disregarded, leaving me hungry during the journey. This experience has left a negative impression of ANA.

While waiting for my flight in Vietnam, I fear my engagement ring might have been stolen. I was flying with All Nippon Airways on flight number NH [redacted]. I only noticed the ring was missing when I reached the Tokyo airport, thinking it might have slipped out of my purse during the flight. I wanted to express my gratitude to ANA for their exceptional help in the situation. The ANA staff went above and beyond, assisting me in searching for my ring. Despite not finding it onboard, they cooperated efficiently to address the issue, which concluded with filling out a Lost Item Report. I truly appreciate their kindness and efforts during such a distressing time. Regrettably, it appears the ring was likely taken at the Ho Chi Minh City airport. Despite this incident, I am impressed by ANA's service and would recommend them to others without hesitation. I look forward to the possibility of flying with them again in the future.

Hello Ana, I tried to book my flight to Tokyo with my family, but encountered an issue with my name. I was unable to input my middle name, as required, despite following the usual name entry procedure and using my ANA Mileage Club registered name. Oddly, this issue did not occur for the other family members. Eventually, I managed to proceed with the booking by entering only my First and Last Name as SHARIZAL YUNUS. Is this acceptable even though my passport states my name as SHARIZAL BIN YUNUS? The system emphasizes entering names exactly as they appear in the passport. I would appreciate your guidance. Thank you, Ana.

I have a dairy allergy and reached out to customer service. I was informed that my only option is vegan, which I find confusing for business class travel. On my flight, I wasn't served any evening food, and when I asked the cabin crew, I was told there was no food for me until breakfast. This lack of service is unacceptable, especially in business class. It seems discriminatory that passengers with special dietary needs or religious restrictions don't receive the same level of service. I am hopeful that you will address this issue promptly to ensure all passengers are treated equally. I also anticipate some form of compensation for the inconvenience of going without food on a 12-hour flight in business class, where tickets cost [redacted] EUR. Thank you. Best regards, Ava E.

Today, I took NH [redacted] from Narita to Hong Kong. Upon reaching my hotel, I noticed a white laundry bag containing 2 shirts, 3 undershirts, 3 underpants, and 2 pairs of socks was missing. I most likely left it near the counter during my check-in as I had to access my checked bag for a charger. My seat was 2A in business class. I'm hoping to inquire about the possibility of locating the missing laundry bag with its contents at the check-out counter in Narita.

Our guest from Japan, S. K., was scheduled to depart Burlington, VT at 2 p.m. today on a Delta flight connecting to ANA Flight No. NH [redacted] at JFK at 6:00 p.m. The Burlington flight was canceled. She then took another flight to JFK, which was also canceled due to weather. ANA contacted her after the first cancellation but not after the second. She now can only leave Burlington on July 8th at 5:40 a.m., arriving at JFK at 1:59 p.m. She hopes ANA will book her on a flight for Monday and provide credit for the missed flight. Contact S. K. at 1-[redacted]+[redacted] or me, Stan S., and my wife at [redacted].

Arriving in Japan on 6/30, I was informed that my luggage was still in the US. After waiting 6 days, I finally received my bags. This trip was planned over a year, yet my week was consumed by calls to retrieve my bags, seek reimbursement, and claim compensation for the airline's errors. It has been a challenge to get anyone to accept responsibility for the situation. The frustration is undeniable, making this experience absurd and unnecessary. Kindly, reimburse me for the purchases made during the 6 days without my luggage and compensate me for the significantly delayed delivery. Thank you.

I am having trouble finding the information I need on navigating their phone menu or locating a FAQ section that addresses my concerns. My wife and I will be flying with All Nippon Airways from Providence, RI to Singapore via Chicago. We are specifically interested in knowing the checked baggage fees for the first segment of our journey. While their website mentions fees for international and domestic flights, it does not clearly explain the policy for flights that depart and arrive in countries other than Japan.

I have some queries regarding the airline's carry-on regulations. I comprehend that both the main luggage and personal bag must not exceed 22lb in weight. Currently, my main bag weighs 21lb, and my personal item weighs 1lb. I am hoping to bring a stuffed animal that measures 22 inches and weighs 1lb. Unfortunately, the stuffed animal cannot fit inside my personal bag, which is why I plan to hold it separately. I would like to know if I am allowed to bring the stuffed animal onboard, and if it will be considered as a second personal carry-on.

Dear Sir/Madam, I am writing in regards to the delayed flight (NH-[redacted]) from Brussels to Narita on March 22nd, which was delayed by 14 hours. I found AirHelp.com and opened an account on March 25th, but later realized that I could claim compensation directly without their fees. I canceled with AirHelp on April 1st and used Resolver.co.uk instead. After not hearing from ANA for some time, Resolver investigated further and received a response from ANA confirming payment for the delay. AirHelp confirmed they received the money and will refund it to ANA. I am awaiting the transaction details from them. When I contacted Resolver for more information, they declined to help further or provide the ANA contact details. I am reaching out to see if you can verify AirHelp's contact with ANA and assist me once I have the refund transaction ID. Thank you for your assistance. Yours faithfully, M.K.

I made a flight booking on September 27 but did not receive a confirmation. I contacted BDO card services to check the transaction, and they confirmed it did not go through. I then rebooked using a different card on October 1 (BPI) and quickly received a confirmation. However, on October 3, I received a notification from BDO that they debited my account twice. Please assist me in reversing one of the transactions made with BDO as I did not receive a flight confirmation from them. Thank you in advance.