ANA Customer Service Issues

Hello Team, I am reaching out regarding our upcoming flight from Austin to Mumbai on December 6th, [redacted]. We have booked a connecting flight with the following details: E-Ticket No.: [redacted][redacted] E-Ticket No.: [redacted][redacted] Our itinerary is as follows: - Austin to SF: United Airlines - SF to Tokyo (Narita): ANA - Tokyo (Narita) to Mumbai: ANA I have attached the tickets for your reference. According to the ticket, we were entitled to 2 check-in bags weighing 23 kg each from the first flight. However, United Airlines refused to accept the second bag without payment of an additional $[redacted]. Despite trying to contact ANA for assistance to no avail, we had to pay a total of $[redacted] for the excess baggage, as there seemed to be a lack of communication between the airlines due to the code-sharing situation. We are seeking your help in obtaining a refund for the extra charges incurred. I have also attached the receipt for your review. Thank you in advance for your assistance. Warm regards, Vinay Influcracy Inc.

Do I need a negative PCR test when transiting through Narita from Singapore to Vancouver? Based on the information provided on the JAL website, passengers who are connecting to an international flight and not entering Japan are not required to present any documents, including a PCR test. However, there are exceptions such as transferring between Tokyo International Airport (Haneda Airport) and Narita International Airport or Kansai International Airport or having a connecting flight from Narita International Airport the next day. For travelers transiting via Japan to another country, it is recommended to check the entry restrictions and quarantine measures of the final destination. Please verify the details mentioned above. Thank you.

Yesterday at 10:42 pm, I made a booking for 4 passengers with ANA Airlines from YVR to Tokyo for direct flights. This morning, the lead passenger reviewed the booking and noticed a discrepancy in the price. We paid $[redacted] in total, but now the same booking is priced at $[redacted] on the website. I tried to cancel within 24 hours, but was informed that it was not possible. Despite numerous attempts to contact them by phone, we have been unable to reach anyone. The one person we did speak to refused to send an email confirming our cancellation request and denied our request. We believed that since we used the US portal, we would be able to cancel within 24 hours.

Due to a sudden family loss, my husband and I must change our flight booked for 11 March from London to Tokyo to attend my sister’s funeral on 16 March. While my husband's travel plans remain unchanged, I’ve encountered difficulties altering mine online. Despite my continuous attempts to reach out via phone since 2 March, all numbers seem unanswered. I’ve also sent emails, receiving only an automatic response with no further assistance. The urgency of this matter intensifies as the departure date looms nearer. Each passing day without a resolution diminishes my chances of securing an alternative flight, potentially resulting in financial loss. I urgently seek direct communication with a representative to address this pressing issue promptly.

I am planning to visit Japan in May and stay for three weeks, but I am concerned about what would happen if I couldn't travel on the specified dates on my ticket. If I need to change my travel dates, will I be reimbursed or allowed to fly within one year for the same price? Also, do you offer insurance that only covers flight cancellations and not medical expenses, lost luggage, etc.? As the cost for a round-trip ticket with ANA from NYC to Tokyo in business class is estimated to be around $[redacted], please consider this when providing your response.

During our recent trip from Seattle, WA to Delhi with ANA, my spouse and I encountered significant issues. Despite providing all necessary documents, including US Passports and COVID vaccination records, we faced challenges. ANA incorrectly advised us on COVID PCR test requirements, resulting in missed flights, unexpected expenses for accommodation, meals, and a last-minute PCR test in SFO costing $[redacted]. Upon arrival in Delhi, we discovered mishandled luggage, with two suitcases having broken wheels and another torn. This erroneous information caused us considerable stress, a day's delay in our plans, and financial losses amounting to over $[redacted].

We've scheduled a flight with ANA for June 18 to Edmonton, Canada. We have a few concerns: 1. How can we navigate from Narita to Haneda airport for our connecting flight? Will airport staff assist my daughter, 5-year-old grandson, and me (a Senior) in transferring to Haneda? 2. Is a 7-hour layover sufficient for our transfer? How will our luggage be handled? 3. Can assistance be provided in booking a bus from Narita to Haneda? I'm having difficulty contacting ANA by phone, please respond via email at [redacted] Thank you.

Hello, I sent a message a few weeks back but haven't received a response. I will be flying soon from Paris to Tokyo on May 17, [redacted], and returning from Tokyo to Paris on June 4, [redacted] (booking reference: 58A45F) with my husband and our one-year-old baby. Can we reserve seats with extra legroom and request a bassinet for our baby, Raphael, to sleep during the flight? If I reached out to the wrong department for this request, kindly direct me to the appropriate one. Thank you in advance. Regards, L. Koenig

Subject: Request for Refund or Postponement of Japan Trip Dear Sir/Madam, I am writing to request a refund or to postpone my upcoming Japan trip, scheduled for May 20th to May 30th, [redacted], under the Airline Passenger Name Record 54GNJD. Unfortunately, I must cancel due to my mother's medical situation. Mrs. Neena Pancharya, who was set to accompany me, requires surgery, leaving me unable to proceed with the trip. Traveling with me are my father, Amit Pancharya, and my wife, Muskaan Kumbhat. While we were excited about experiencing Japan's rich culture and history, the circumstances have led us to this unexpected turn of events. As loyal customers of All Nippon Airlines, we kindly ask for your understanding and assistance in processing either a refund or a postponement for our travel plans. We remain hopeful that you will consider our situation and provide guidance on the necessary steps to proceed. Thank you for your attention and support in this matter. Warm regards, Aditya Pancharya

I accidentally left my iPad on flight number [redacted] on April 30/May 1, [redacted]. The flight crew found it and attempted to bring it to my next gate, but unfortunately, they couldn't make it in time. Despite being just [redacted] feet away, I had to board my next flight. I am returning to Kuala Lumpur tomorrow and then flying to LAX the following day, where I will be staying for a couple of days. I am hoping to have the iPad rerouted to either Kuala Lumpur or, more realistically, LAX. I have been unable to locate a suitable customer service number, so I hope this message reaches someone who can assist me. The flight was enjoyable, and I appreciate the efforts of the staff to return my iPad, even though it didn't work out.

Dear Sir, I am writing from Singapore. I recently booked a flight for five people on an ANA flight from Singapore to Sapporo for a total of S$7,[redacted].99 on May 21, [redacted], using my credit card. The departure from Singapore is scheduled for October 5, [redacted], and the return from Sapporo is on October 20, [redacted]. Unfortunately, I failed to note down the booking reference number, and I have not received any confirmation email from eDreams at my email address, [redacted] I would appreciate any assistance you could provide.

On May 21st, I made a booking for an ANA flight for 5 people from Singapore to Sapporo and back, scheduled for October 5th to October 20th, [redacted], using eDreams. I've paid the full fare for this booking and need to obtain the confirmation number. After completing the booking, eDreams promised to send an official confirmation email with the flight details and payment confirmation. Unfortunately, I have not received this email yet. Could you kindly assist me in receiving the confirmation of my flight reservation and payment to my email at [redacted]? Your help would be greatly appreciated.

I am inquiring about the seating assignments for the following ANA reservations: 1. Reservation #4UVAPY: Agustin Fontszaragoza, Finnley Ayako Fronts, & Gemma Natsuko Fonts 2. Reservation #3GOBRU: Matthew K. Tanaka 3. Reservation #4OT2ZN: Meredith Fonts 4. Reservation #4OO7F5: Audrey N. Tanaka 5. Reservation #4OKHOD: Milton K. Tanaka We will be flying on UA7914 from SFO to Haneda on 6/13/[redacted], and then on UA7939 from Haneda to SFO on 6/20/[redacted]. This is a family trip, and I purchased all the tickets. Meredith and Matthew are our children (Audrey & Milton Tanaka), and Agustin is Meredith's husband, with Finnley and Gemma as their children.

I have a flight booked from Delhi, India to Minneapolis, USA with connecting flights through Haneda Tokyo airport. The first flight is operated by All Nippon Airways with an 11-hour layover at Haneda, and the second flight is operated by Delta Airlines to Minneapolis. I need to know if my baggage will be checked through to my final destination at Delhi airport and if I will need to recheck it at Haneda for my connecting flight. I have been unable to reach customer service due to long wait times for a week now.

I am Michael T. Cowley. I made a reservation for 4 tickets through Bookings.com on March 7, [redacted], for a flight from SDF to Tokyo via Chicago, departing from Louisville on June 12 at 10:57 AM. The ticket numbers were [redacted][redacted] to [redacted][redacted]. I received an email on June 2 confirming the flight details, but on June 11, I got another email to check-in, only to discover the flight was canceled. Bookings.com informed me the flight was canceled on June 2, which I missed as it went to Junk mail from GOtoBookings.com. After rebooking a later flight to Chicago but missing the Tokyo connection, we had to cancel and rebook, but Bookings.com hasn't refunded the original $4,[redacted].43 yet. They attribute the delay to ANA airline not responding. Despite rebooking directly with ANA and paying $10,[redacted].84, there's a $5,[redacted].41 difference I'm seeking reimbursement for. I request Bookings.com to refund the initial amount and ANA to cover the additional cost. Your prompt assistance is greatly appreciated. Thank you, Michael T. Cowley.

When my husband and I booked our trip to Japan with ANA months ago, we were unable to secure two First Class seats for our return on 4/23/24. The agent advised us to take separate flights, with me flying home on 4/22 and my husband on 4/23, assuring me I would eventually get a seat on his flight. However, I have not been successful so far. I am worried about my husband, who is 81, traveling alone. I, at 68 years old, am uncomfortable with this arrangement. I don't understand why ANA won't assign me a First Class seat on the same flight as my husband, as there are plenty of available seats. Similarly, on our outbound flight, my husband was placed in Business Class while I got a First Class seat. I am disappointed with ANA's handling of our bookings, which has turned what was meant to be an exciting trip to Japan into a stressful experience.

Dear ANA, I recently made an air ticket reservation for BEH CHUI HUA, as shown in the attached e-ticket. However, I was mistakenly charged twice on different credit cards. Initially, my OCBC credit card ending in [redacted] was unsuccessful, so I switched to my husband's Citibank card ending in [redacted]. Upon reviewing my credit card statement today, I noticed that I was charged twice for the same reservation, totaling an additional S$[redacted]. I kindly request that ANA refunds me the excess payment. Thank you for your attention to this matter. Please contact me at [redacted]7 at your earliest convenience. Best regards.

My flight from Haneda Airport to SFO was delayed, causing me to miss my connection to LAX. The flight was scheduled for 10:55PM on August 3 but ended up departing at 11:30PM. Upon arrival in SFO, we were delayed by an additional 10-20 minutes before being allowed to deplane. When I tried to recheck my baggage, I was informed that if I had been there just 15 minutes earlier, I could have made the connection. Despite informing an ANA attendant about my situation, they were unable to help. When I reached out for compensation, I was directed to United Airlines for my next flight, even though it was ANA that caused the delay. Now, I am faced with a 4-hour wait for the next flight, and as it arrives in the middle of the night, transportation costs will be high.

Good morning, I will be traveling from Bangkok to San Francisco on the 28th of this month in business class. My ticket number is [redacted][redacted]. As a frequent flyer, I chose to fly with ANA to compare it with airlines like Qatar and Emirates. I have a 17+ hour layover in Tokyo (Haneda). Do you provide accommodation during long layovers? I would greatly appreciate your assistance with accommodation during my layover. Best regards, Kabirul M. [redacted] [redacted]

I flew in from the Philippines on September 27th on ANA Air, flight number [redacted]. My name is Celestino F. Unfortunately, upon reaching my final destination, my luggage was missing. I traveled with ANA Air from the Philippines to Korea, then Canada Air from Korea to Toronto, and finally United Airlines to EWR and Miami, Florida International Airport. Can you please assist in locating my lost luggage? Thank you.