ANA Customer Service Issues

I am very disappointed with my experience on the January 28th, [redacted] ANA flight from Guangzhou, China to Cincinnati, Ohio, USA. The first leg, NH934, was delayed for 3 hours due to aircraft technical issues, causing me to miss my connecting flight NH12. I was then rerouted to NH106, requiring a transfer from Narita airport to Haneda airport, followed by a 5-hour layover in Los Angeles before a red-eye flight to Cincinnati. I chose ANA over Delta, paying an additional $[redacted] for what was supposed to be a 24-hour trip, only to end up with a 33-hour journey, missing a day of work. The financial and time impact on me has been significant. I am requesting compensation or I will share my negative experience on social media.

While booking a round-trip international flight with my friends, I encountered an issue where my selected seats were shown as taken after a payment authorization delay. Despite waiting for the system to update, the seats remained unavailable. When I checked again later, the seats were free, but the flight price had doubled. I don't believe I should have to pay extra due to the system error and would appreciate this being addressed.

My spouse and I are passengers on the Diamond Princess cruise ship, which is under quarantine for 14 days because of the coronavirus. We initially had first-class seats booked for the ANA flight NH [redacted] from Tokyo to Houston on February 5 through Virgin Atlantic using points. Virgin Atlantic could only schedule our return flight on February 28 due to ANA not having any mileage seats left. Given the extraordinary situation, I believe ANA might show compassion by releasing seats for us on February 19 after we disembark. Can you assist with this situation?

I am unable to travel due to a medical issue and had to cancel my ANA flight to Japan. Despite providing a doctor's note, my travel agent was unresponsive and took nearly a month to cancel my ticket. The agent mistakenly canceled a friend's ticket I purchased, even after I clarified not to cancel that one. I attempted to contact the airline directly, but they directed me back to my agent. Eventually, I was able to cancel the ticket and received ANA travel credits. Due to my health, I won't be able to use the credits within a year and would like to inquire about exchanging them for a refund. I am unsure of the process for this or if it is even possible.

I need assistance reserving a seat on my ANA flight [redacted] as part of my Delta reservation G8KLT5. I tried to do this online with a Delta agent, but was unsuccessful. My travel date is Wednesday, February 26th, and the ANA flight is scheduled to depart from Tokyo Narita on February 27th at 4:05pm. The agent provided code TW7ZO7, but the online system did not recognize it. Yesterday, I called ANA customer service and was on hold for 53 minutes, only for the call to start ringing and then disconnect.

Hello, I'm Paul Marcantoni, a 55-year-old from central Florida. I have a flight booked from Washington DC to Tokyo on April 5 to visit Japan, specifically Nagoya-Aichi Toyota City. Unfortunately, due to my severe asthma and the current coronavirus situation in Japan, I am concerned for my health if I travel. My wife, Toyoko Haneda, who used to work as a flight attendant for ANA, passed away in [redacted]. I am inquiring if there is any possibility of a refund or if I can reschedule my non-refundable flight to a safer time. This emergency situation has made me reconsider my travel plans, as my health condition puts me at a higher risk. I hope for your understanding and assistance in this matter. Thank you for your help.

Subject: Assistance Needed with Flight Refund Issue To whom it may concern, I bought flight tickets via the online travel agency "Travel2be" on Feb 4, [redacted], for a trip to Japan scheduled to coincide with a cruise departing from Yokohama on March 28. Unfortunately, the cruise got canceled due to the coronavirus epidemic. Despite our multiple attempts, Travel2be has not responded to our inquiries regarding the flight cancellation. ANA confirmed that a refund is possible for our flight, but the travel agent is unresponsive to our requests. I have already sent seven emails to them starting from Feb. 14, [redacted]. Is it possible for ANA to reach out to Travel2be on our behalf due to their partnership, or can ANA issue the refund directly to us? Additionally, I was advised to use ANA's Inquiry Form, but I cannot locate it on their website. Any guidance on this matter would be greatly appreciated. Looking forward to your prompt response. Best regards, Ming F.

I urgently need to cancel my reservation with Departure Date: March 13, [redacted], and Return Date: March 19, [redacted], under Ticket #[redacted][redacted] and Reservation Code W58JCL*. The traveler is D.C. for health reasons related to the current Coronavirus epidemic. Due to my son's medical condition, we are unable to travel as Japan has implemented closures due to the outbreak. Tokyo Disneyland and Legoland closures have been advised by the American government. My son, Daniel, is at high risk with Bronchial Asthma and an autoimmune blood disorder, making him susceptible to the virus. His doctor strongly advises against air travel, especially leaving the USA for Asia. This trip to Japan, during the cherry blossom month, was Daniel's dream, and I can provide a medical note from his doctor if necessary. Despite numerous attempts to contact customer service without success, I hope to resolve this matter promptly.

My family of three is booked to fly business class from Manila to LAX via Haneda on May 30, [redacted], returning from Honolulu via Narita to Manila on June 14, [redacted]. Our ticket numbers begin with [redacted]. With the uncertainty around COVID-19, there is a chance that the event we are attending in Honolulu could be canceled, or the US government may restrict flights from Asia. In these situations, are we eligible for a refund on our tickets purchased through your website? Thank you.

Dear concerned individual, Greetings. I am Anna Tran, Mr. Lee Young Hoon's assistant from BB. Dai Minh Corp. I made a flight reservation for Feb 29th, [redacted], with booking reference NH/QLFPZS. Due to Covid-19 fears, I cancelled my ticket on Feb 26th, [redacted]. I learned from an NHK news article that All Nippon Airways and Japan Airlines have a free cancellation policy, but my agency informed me that I wouldn't receive a full refund. The total ticket price was 72,[redacted],[redacted] VND (approximately $3,[redacted] USD), with a $[redacted] cancellation fee. This conflicts with the recent NHK news. Could you kindly review the cancellation policy, recently implemented, and provide clarification promptly? Thank you and have a pleasant day. Sincerely,

I reserved a round-trip flight for two individuals from Sydney to Tokyo from April 9 to April 23 through the ANA website. Due to the recent advice from the Australian Government to restrict non-essential international travel, I need to cancel these tickets and receive a refund. Unfortunately, I have been unable to reach ANA by phone, and their website is not providing clear assistance. Can you please suggest how I can contact ANA to request the cancellation and refund process?

I recently booked a round-trip flight for two to Tokyo in April through the ANA website. I am now looking to cancel my booking and request a refund. However, I am finding it challenging to navigate the website and locate the proper channels to complete this process. ANA should streamline the cancellation process by providing clearer instructions and direct contact options such as phone numbers or email addresses. The current system is causing unnecessary frustration due to the lack of clear pathways for handling cancellations.

Due to the current situation with the Coronavirus, we are unable to proceed with our Japan trip and need to cancel our flight tickets. Unfortunately, the credit card used for the purchase has been cancelled prior to the virus outbreak. We have contacted our bank, who advised us they cannot guarantee the refund will be returned to us due to the card being inactive. They mentioned the refund might bounce back and remain with the airline. We have been unable to reach anyone via phone as the line seems to be down. Our flight was scheduled for the 26th of March, and we are running out of time to resolve this issue. Any assistance would be greatly appreciated.

I recently booked a flight from Bali to Tokyo, with a connection in Chicago and then on to Boston. When I arrived at Denpasar Airport, the airline could not locate my booking, despite me paying for the specific flight. Now I am stuck in Bali, having used up all my funds to purchase a return flight. I am at risk of missing my connecting flights, and despite numerous attempts, I cannot reach the help center as the line is constantly busy. I have been trying for hours to modify or cancel my booking online with ANA, but have been unsuccessful. As time passes, the cost of new tickets increases, and I am left with no money and nowhere to stay. My only hope is to either get a refund or change my flight, but the lack of assistance is making this impossible. I have proof of my original booking through emails and documents, but the situation is becoming increasingly dire as I am currently stranded with limited options. An urgent response is needed as my connecting flight to Tokyo is rapidly approaching.

I am Chandraka Sankar and I bought a ticket from NY to Thailand for April 7th-14th, purchased on March 5th, but had to cancel due to medical issues and upcoming surgery. The ticket was cancelled on March 7th. I am seeking a full refund with evidence of my medical condition and scheduled surgery for March 30th. I've lodged a refund claim with AIG Travel Guard Insurance and await their response. The refund, totaling $[redacted].85, needs to be credited back to my card - $[redacted].85 for the ticket and $35 for insurance. I have faced long hold times and unanswered calls, seeking a prompt resolution. Thank you, Chandraka Sankar.

During my recent trip to the Philippines using ALL NIPPON Airways, I encountered a situation I would like to appeal. Originally scheduled to fly back on March 24, I managed to change it to March 20. However, due to a government lockdown until April 12, I urgently needed to change my flight to March 16, 17, or 18. Despite struggling to reach ANA's Asian offices, my wife in California attempted to contact them on my behalf. She faced long hold times and no resolution. In the end, I had to book a ticket on another airline. Even after the Philippine government announced foreign passengers could leave during the lockdown, my return ticket remained unused. I am seeking a refund or credit for a future ANA flight. I await your prompt response. Respectfully, Justin B. Email: [redacted] Cell: [redacted] Home: [redacted] ANA Reservation: NP6ZG3

Subject: Urgent Medical Assistance and Repatriation Needed To ANA Airlines Group, I am currently undergoing treatment for recurring esophagus cancer in India and require urgent medical intervention to prevent the spread of the disease. Attached are my medical reports for your reference. I implore you to assist me by arranging for my repatriation on the upcoming flight designated for evacuating Japanese citizens from India. I am willing to comply with any necessary procedures from your side. Watching the heartfelt video my daughter shared on social media appealing for the rescue of her father has filled me with a sense of helplessness. By facilitating my immediate transportation, you would not only help save my life but also ensure the well-being of my family, especially my young children. Given the terminal nature of my illness, I am eager to reunite with my loved ones in India. Although we have requested assistance from the Government of India for a repatriation flight, there is uncertainty regarding the schedule of such flights from Japan to India. I am turning to your airline as our last resort to return to our home country swiftly. I am optimistic that you will acknowledge the urgency of my medical condition and allocate a seat for me on the earliest flight to India. Best regards, Kamal V. Contact: - Jaipur: +91 99[redacted]3 - WhatsApp: +91 [redacted] - Temporary Japan No.: +81 [redacted] Email: [redacted] Alternate Email: [redacted] Spouse: Mrs. Shweta V.

I made flight reservations in January [redacted] for my daughter, N. B. Feiguine, and myself, A. L. Zimmerman, from JFK Airport, NY to Tokyo on June 1, [redacted], with a return on June 15, [redacted]. The confirmation number is L229JT. I have been trying to reach Gotogate.com multiple times to cancel the flights without success. I need assistance canceling these flights as soon as possible. Unfortunately, I don't have any other details besides the confirmation number because the flight was booked back in January, and the information is not available on the website.

My son, Janrey G., has a flight to the US on August 21 at 2:40 P.M. from the Philippines through Justfly, Flight [redacted] (Manila to Narita and Flight 8 from Haneda to San Francisco). The layover has suddenly increased to 35 hours which was not our initial plan. I have some concerns and would like some clarification: 1. Will ANA provide transportation from Narita to Haneda for my 20-year-old son who is a minor flying alone for the first time in Japan? 2. Are free food and hotel accommodations provided for him and his co-passengers during the layover? 3. Will ANA assist him with a ground crew to ensure he navigates Japan safely, especially during the pandemic? 4. Will he receive assistance until boarding his flight in Haneda Airport? 5. Does he need a transit visa if he has to leave the airport? Obtaining one might be challenging if the Japanese embassy is closed now. Thank you.

Subject: Request for Refund for Flight Booking LNMHOU Dear Sir/Madam, I am reaching out regarding my flight reservation with the NA Reservation Number LNMHOU for a roundtrip from Venice to Tokyo Haneda on September 30th. Following a phone call from ANA - USA in August, I submitted a detailed request for a refund, but I have not received any response since then. I was contacted by ANA - USA office and given two options: reimbursement or rescheduling. Despite being promised a follow-up call to confirm my choice, I did not receive any further communication. I have decided to opt for a refund and would appreciate detailed instructions on how to proceed with the reimbursement process. I kindly request an update on the status of my refund request and confirmation of the receipt of this email. Thank you for your attention and assistance. Best regards, Massimo RUGGE, MD, FACG