ANA Inspiration of Japan
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Staff Interviews

ANA has been selected as a SKYTRAX Certified 5-Star Airline for five years running, and the ANA team works together across departments to offer customers around the world a taste of Japanese-style hospitality, or "omotenashi".

As of this year (2017), ANA has been selected as a 5-Star Airline for the fifth year in succession by SKYTRAX, a British company that rates airline quality. ANA was the only Japanese airline, and one of only nine worldwide, to be recognized as a Certified Five-Star Airline.

I took this opportunity to interview some of the members of staff behind this achievement about how they have come this far, and how they do what they do.

Collaborating across departments to discuss how to improve ANA services

On the day of the interview, staff from multiple departments were gathered in the ANA meeting room at Haneda Airport. Staff were sharing their take on topics such as the size of the utensils and dishes used to serve food on international flights, the type of food and drink served in ANA lounges, and whether or not there were countries where people eat pasta for breakfast; these are all issues unique to international passengers that someone from Japan may not even consider. Those present were exchanging opinions openly and honestly from their own unique standpoint.

Collaborating across departments to discuss how to improve ANA services

On the day of the interview, staff from multiple departments were gathered in the ANA meeting room at Haneda Airport. Staff were sharing their take on topics such as the size of the utensils and dishes used to serve food on international flights, the type of food and drink served in ANA lounges, and whether or not there were countries where people eat pasta for breakfast; these are all issues unique to international passengers that someone from Japan may not even consider. Those present were exchanging opinions openly and honestly from their own unique standpoint.

These meetings enable us to get specific about how we can make our highly rated services even better, and figure out where services receiving low ratings are falling short.

The team say there is still a lot of specific issues that need to be taken into consideration, and these meetings are the chance they need to tackle these issues from a variety of angles. For example, some recent changes have included handing passengers hand towels on trays on international routes, and redesigning the cups used to serve welcome drinks.

There's only so much an airline can offer on its flights. Staff at ANA always need to think about what to prioritize during the flight, and how they can provide the highest level of hospitality in such a restricted environment.

Offering true Japanese-style hospitality and more besides

"I think one unique aspect of Japanese-style hospitality is paying attention to what our customers are doing or saying, and offering them the service they are looking for before they have to ask for it. Some of our international passengers only use ANA for domestic transfers within Japan, meaning we have limited opportunity to interact with them, but I'd like to think we can still help them enjoy Japan a little more through the hospitality we provide."

Offering true Japanese-style hospitality and more besides

Michiyo Mori (Inflight Services Center)

"I think one unique aspect of Japanese-style hospitality is paying attention to what our customers are doing or saying, and offering them the service they are looking for before they have to ask for it. Some of our international passengers only use ANA for domestic transfers within Japan, meaning we have limited opportunity to interact with them, but I'd like to think we can still help them enjoy Japan a little more through the hospitality we provide."

One of the hallmarks of ANA's service policy is providing customers with "Japan quality". This means offering passengers the kind of high-quality service that can only be experienced with a Japanese airline.

5 STAR AIRLINE SKYTRAX

Improving actual service quality over obtaining high ratings

It's clear that one of the reasons ANA has remained a SKYTRAX Certified 5-Star Airline for five consecutive years is because it does not just rest on its laurels, but rather keeps slowly and steadily improving its highly rated services across the board.

Improving actual service quality over obtaining high ratings

It's clear that one of the reasons ANA has remained a SKYTRAX Certified 5-Star Airline for five consecutive years is because it does not just rest on its laurels, but rather keeps slowly and steadily improving its highly rated services across the board.

5 STAR AIRLINE SKYTRAX

When I asked these staff members if they wanted to maintain their status as a 5-Star Airline next year, the answer was a unanimous yes. It's clear that each and every one of the people in the room were united in their desire to not simply get high ratings, but also to make genuine improvements in the quality of services they offer.

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