ANA Customer Service Issues

I purchased a flight with ANA through Vayama before the pandemic. My flight was canceled due to COVID-19, and I expected a refund since no services were provided. Vayama has been helpful, but ANA has not been transparent about refunds. Despite airlines like Singapore Airlines refunding promptly, ANA has not followed suit. Can I please receive an update on my refund status?

My wife was booked on UA [redacted] operated by ANA from BKK to IND via NRT & ORD on 7/12/[redacted]. @ANA_Airlines 1. ANA, I encountered an issue that needs resolution. YOUR ticket counter staff in BKK wrongly made my (Thai National) wife purchase an onward ticket due to Thai government rules, which is untrue. Jim G. @utapao1 · Dec 7 2. Despite discussions with your staff, my wife had to buy an unnecessary ticket to board her US flight. Since the ticket seller refuses a refund, I seek your assistance. Jim G. @utapao1 · Dec 7 3. I request a refund of $[redacted].00 USD for the ticket. Kindly contact me through PM on Twitter for resolution. I emphasize the importance of addressing this promptly. Jim G.

My spouse, K. McDougal, flew from LAX and, based on the ANA Flight Status, arrived at Narita Airport at approximately 4 p.m. on 11 December local time. Her next flight, NH0805, heading to Bangkok, appears to have been canceled as per the ANA Flight Status. This flight was for Thai Nationals returning home and required certification from the Thai Embassy to board. Since my spouse doesn't comprehend English, Japanese, or Thai and needs a wheelchair, I am worried about her current situation and the available options for her to reach Bangkok. - L. McDougal

I have a return flight booked from the US to Thailand on February 19, with an arrival in Thailand on February 20. My reservation number is 5AY7BR. I was recently informed that the Narita to Bangkok leg of my journey has been canceled. Currently, the Thai Embassy only lists charter flights from ANA for December 11, and no information is available yet for January or February. I will need to adjust my return flight to align with the dates approved by the Thai Embassy. Could you please provide the specific date(s) for flights from the US to Bangkok in February [redacted], so I can arrange my return accordingly? Thank you.

Hello, I had flights booked with ANA. My itinerary was Vancouver to Tokyo, then Tokyo to Komatsu on February 28. I received a notification that the Vancouver to Tokyo flight is cancelled and rebooked for a different date. However, the Tokyo to Komatsu flight date remains unchanged. Can you please update the ticket for the Tokyo to Komatsu flight to align with the new date? Thank you.

I have a question regarding a situation at work yesterday. I perform maintenance visits for patients, and yesterday the husband of a patient was seriously ill, with his pulse ox at 83 to 85%. I checked and heard crackles in his lungs. After discussing this with my manager, I am facing a meeting because I provided care to a non-member of our program. My nursing code of ethics guided me to help in this emergency. I am troubled by potential consequences for helping someone in need. Is it not part of our nursing ethics to care for all in need? Can you offer advice on how to handle this situation?

Hello, I have clients arriving in Philadelphia Airport on 11/28(SUN) and departing from Washington DC Dulles Airport on 12/1(WED) at 9AM for Japan. They plan to get a COVID-19 RT-PCR Test at Jefferson Health's facility in Philadelphia International Airport. Jefferson Health reassured me that they have successfully tested passengers bound for Japan without any issues. Although their certificate won't include Passport number, Nationality, Signature by doctor, or an imprint of a seal, it will contain the necessary information like Name, Date of birth, Test result, Sample collection date, Result reporting date, Test provider's name, address, and contact details, Test device name, and Test type. I need to confirm if this certificate will be acceptable despite the missing elements mentioned. Thank you. Regards, AS

I am inquiring if a Covid-19 antigen test result will be accepted by US authorities. My wife and I have a flight from Kuala Lumpur to Newark with a layover in Tokyo on December 13, [redacted], at 08:00. I am worried about the timing of our required Covid test. If a PCR test is mandatory, the results take 24 hours. If we test on December 12, we may not receive our results in time. If we opt for a PCR test on December 11, will the US authorities accept the results since it would be more than 24 hours before departure? I am exploring whether an antigen test would suffice so we could test on December 12 and get same-day results. Your assistance would be greatly appreciated. Thank you.

Dear Sir, I am Wipasri Rueangnet, and my sister is Watinee Rueangnet. We currently have 2 booking numbers while in Los Angeles. We are interested in modifying our flights back to Bangkok between January 14th and 16th, [redacted]. While making the booking, I noted that there was information stating that passengers who purchased tickets before November 30th, [redacted], would not incur any change fees. Firstly, I would like to confirm if we can change our flights without additional charges. Secondly, could you please advise on the available dates for us to return to Bangkok on the same flight and route as originally booked?

I recently searched for a flight from Mumbai to Japan on the ANA website. ANA recommended a connecting flight through Bangkok. However, when I contacted ANA a week before my trip, they mentioned they were not aware of Thai Airways rules and advised passengers to check the rules themselves. Upon boarding NH5950 from Mumbai to Bangkok, we were informed that this flight was only for Bangkok residents and were not allowed to continue our journey, as we were transit passengers without a Thailand visa. Thai Airways advised us to contact ANA to reschedule. ANA stated they could not assist with a rebooking until a week later. Consequently, we had to book a costly Air India flight from Delhi to Japan for the following day. Despite our numerous calls to ANA, lasting over three hours in total, we were only given a refund for the ANA tickets. I am highly disappointed with ANA's inadequate support and the error in suggesting a flight that did not accommodate transit passengers.

Hello, I recently reserved two business class tickets from Bombay to Los Angeles. Unfortunately, during the return trip, there is a change of airports in Japan from Haneda to Narita, which I cannot comply with due to new COVID rules in Japan. It seems unfair that the airline presented these flights on their portal without any warning or notice about this issue. I have tried contacting the airline via calls and email, without success. My booking partner requires confirmation from the airline, but all attempts to reach them have been unsuccessful. The provided contact details mention that due to COVID, staff are working remotely, but they do not provide alternative contact information. I am currently facing this ticket dilemma and the airline seems uninterested in resolving the matter. Any suggestions on what steps I should take next would be greatly appreciated.

Dear ANA, I am a 69-year-old male from the US who received 3 vaccine doses and always wears a mask in public. I recently traveled from SFO to Japan on April 30, with a return flight scheduled for May 23 at 5 pm. In preparation for my return, I obtained a PCR test in Shibuya on May 21 for [redacted] yen, which came back negative. However, when I arrived at Narita Airport on May 23, I was denied boarding due to the CDC's 24-hour test requirement. This resulted in me having to return the next day, get a new test at the airport for 23,[redacted] yen, and spend an additional night in Tokyo. I believe ANA should have clearly communicated this requirement to avoid these inconveniences. It led to increased costs and a lengthy stay at the airport. I request that you address this issue and provide compensation for the extra expenses incurred. Sincerely, Peter F. Cupertino, CA

I made a reservation through MyTrip for a flight to the Philippines on February 7, [redacted], from Colorado Springs, CO at [redacted] with Confirmation no. 23NDUY. I received an email from MyTrip that my flight was canceled. I checked on your website ana.co.jp regarding the details of my flight and found out only the flight from Colorado Springs was canceled, while the rest from LAX - Manila and Manila - Colorado Springs are scheduled. Do I need to book a new flight from Colorado Springs to catch the connecting flights? Should I expect a refund for the canceled flight? I just want this issue resolved promptly to prevent any delays for my upcoming trip. Thank you and I look forward to hearing from you soon.

I encountered an issue trying to register my son for our upcoming flight. I bought the ticket when he was 11, but he turned 12 before the flight date. Despite multiple attempts, the system keeps rejecting his updated age during registration. It seems that the system is not accepting the discrepancy in my son's age since he is now 12, while the original ticket was purchased when he was 11.

We were unable to travel to Japan for our overlay due to exceeding the 24-hour limit and requiring a visa because of COVID regulations. Consequently, we had to hastily book a flight to Manila. However, upon trying to use our return ticket, we were informed it was marked closed/unused by the company due to our inability to comply with their policy. Consequently, we missed our flight, incurring a loss of 2.5k CAD. Despite reaching out to Expedia for assistance, after hours of discussion, they were unable to provide a solution as our tickets were closed. We find ourselves stranded at the airport, feeling stressed and frustrated by the situation. We kindly ask for a resolution to this issue, reimbursement for the lost money, and assistance in booking another ticket, as this experience has been unjust and has tested our patience.

I was unable to fly to Japan due to an overlay exceeding 24 hours and requiring a visa under COVID restrictions. Consequently, we had to hastily book a flight to Manila and are currently unable to use our tickets as they were marked closed/unused by your company. This policy has left us stranded at the airport, causing us to miss our flight and lose 2.5k CAD. Despite contacting Expedia for hours, they were unhelpful and simply stated our tickets were closed. We are now stressed, frustrated, and facing financial losses. Please address this issue promptly, reimburse the lost funds, and assist in booking another ticket. The current situation is unjust, and I am extremely upset by the lack of support and understanding. Email: [redacted] Address: 54 Colchester Street, L6B1K5, Markham, Ontario, Canada Phone: [redacted] or [redacted]

I am having trouble making seat reservations for a flight operated by ANA through Lufthansa. I attempted to contact different representatives without success. ANA mentioned they couldn't assist as the flight is under Lufthansa's flight number. Unfortunately, the BravoFly agency could not help me change the flight number. I feel trapped in this frustrating situation.

My wife's Cebu Pacific flight (5J505) was canceled due to a typhoon. I reached out to Priceline to re-schedule her flight to Denver, flight [redacted] from Manila. Unfortunately, she missed her ANA connection due to the typhoon. The Priceline agent, Homer V., never properly canceled the flight [redacted] and provided me with an invalid itinerary for October 22. I have been back and forth between you, Priceline, and ANA for over 6 hours without any resolution. After waiting for 4 hours on the call-back line, I am now forced to buy new tickets. Despite being a customer for 8 years and taking 2 trips around the world with you, the customer service experience this time has been extremely disappointing. I will not be using Priceline again. Thank you for leaving my wife stranded halfway across the world.

I recently received an email notifying me that my flight has been canceled. Originally, my journey was scheduled to start at Tokyo HND on January 16,[redacted], with NH843 to SIN, followed by a flight to Seoul, and then OZ136 on January 18, [redacted], to Fukuoka. While I had previously received an email specifically mentioning the cancellation of OZ136, this recent email simply mentioned the cancellation of my flight without specifying which one. It only provided a refund link. I am concerned about the status of NH843 and would like to speak with someone regarding this matter.

United changed my flight unexpectedly, and now I'm trying to switch to an alternate flight through ANA. The booking is connected to my ANA frequent flyer account, and the ANA app shows other travel options. However, I can't make the change online. Even though the flight appears in my account, the status advises contacting ANA for confirmation. I aim to finalize the booking for the flight on 12/23, but I've had no luck reaching an ANA representative by phone to confirm the alternate reservation.