List of Improvement Examples

Here we introduce some of the improvements we made based on our customers' feedback and suggestions.

Examples of Improvements Made Based on Customer Feedback/Suggestions

  • ANA now offers airport flight timetables in PDF format.
    (Domestic flights only)

    Customer Voices

    I would like to have a list of flight destinations to get ideas for my next trip.

    Example of Improvement

    ANA stopped providing flight timetable booklets in 2022 in order to encourage more customers to make reservations over the internet and the ANA app, and to reduce paper consumption, as around 365 tons of paper had been used to print the booklets each year. While customers can gain instant access to flight information by entering dates and flight routes on ANA’ s website, some have expressed a desire to choose their travel destination and schedule while referring to a flight timetable. In response to this feedback, ANA began offering timetables of airport flight routes in PDF format. The timetables for all domestic routes as well as routes from eight areas, including Tokyo and Osaka, can be downloaded from ANA’s website. Please feel free to use them.

  • ANA Blue Hangar Tour introduces our maintenance department supporting safe daily operations.

    Customer Voices

    I am very interested in airplanes, and would love to see aircraft maintenance up close.

    Example of Improvement

    The "ANA Blue Hangar Tour" introduces the maintenance department that supports the ANA Group’s safe flight operations. During the tour, visit the hangar and see mechanics up close at work on actual airplanes. There is also a facility where visitors can experience simulated maintenance work. Please come and experience aircraft maintenance firsthand, which is normally not available to the public. We look forward to seeing you there!

    • This event may be canceled due to the effects of coronavirus, etc.

  • Redeem ANA Miles for ANA FESTA coupons valid at all ANA FESTA shops in Japan.

    Customer Voices

    It would be great to have options for purchasing goods using smaller amounts of ANA Miles, because sometimes the leftover Miles I haven’t used expire.

    Example of Improvement

    Since March 2022, digital ANA FESTA coupons (e-gift cards) have been made available for use at ANA FESTA gift and food shops located in 31 airports nationwide where ANA flies. ANA Mileage Club members can make good use of their miles by redeeming 1,000 miles for a 1,000-yen coupon. The shops are stocked with a wide range of items, from original goods to local specialties from throughout Japan carefully selected by local staff. We hope you enjoy shopping for products and food using your ANA FESTA coupons.

  • ANA offers a wide range of dining options to suit the tastes and eating preferences of everyone.

    Customer Voices

    I would like to see more variety in in-flight meals.

    Example of Improvement

    In order to offer our passengers a greater variety of options, ANA offers more than 20 special in-flight meals on our international flights. In collaboration with renowned chefs, ANA has revamped its menus to offer health-conscious, vegan, vegetarian and gluten-free options for all passengers. These menus were developed around the concept of “menus that meet everyone’s tastes,” and we have already received favorable feedback from numerous passengers. In addition, a healthy plant-based pork cutlet rice bowl (katsudon) is available as a light meal on some Business Class routes.

  • Enjoy a smooth boarding experience with the ANA App.

    Customer Voices

    I hadn't flown in a long time and had trouble figuring out what to do ahead of boarding.

    Example of Improvement

    ANA has added a "Boarding Guide" function for domestic flights to its smartphone app. Link your booking information to the ANA app, and we'll notify you of important announcements and any other information you'll need during the time leading up to your flight via the My Bookings page. Whether you're a first-time passenger or a long-time ANA customer, you can now enjoy peace of mind when boarding with the help of your smartphone.

  • In the event of operational irregularities on international flights, we will promptly provide information to your registered contact information.

    Customer Voices

    If there is a significant delay in departure, I would like to be notified as soon as possible.

    Example of Improvement

    ANA will promptly provide information to customers in the event of flight cancellations, delays or other flight irregularities. Please register your contact information (e-mail or mobile phone number) at the time of reservation or during check-in.

  • You can inquire at any time from ANA SKY WEB.

    Customer Voices

    I left my book behind on the plane or at the ANA lounge. What should I do?

    Example of Improvement

    Please access “Inquiries for Lost Article” page in the ANA website “ANA SKY WEB” and fill in the required information at anytime.
    Enter the relevant details and submit the form. We will search and let you know the result. When found the item, we will contact you and proceed to return it.
    If we are unable to identify the item within 3 days from the date of receipt of the inquiry form, we will contact you to reply so.

  • Enjoy the new SUITE DINING meal experience at ANA SUITE LOUNGE.

    Customer Voices

    I want to relax on international flights, so I would prefer boarding after having a meal.

    Example of Improvement

    In addition to the buffet, a la carte, and noodle menus that were previously available, the ANA SUITE LOUNGE at Haneda and Narita now offers a new SUITE DINING meal service. It serves Japanese and Western breakfast combos until 11 a.m. and Japanese and Western lunch and dinner combos after 11 a.m. on a single tray.
    To reduce contact and face-to-face interaction, you can use your smartphone from your seat to place your order with the meal ordering system.
    We will continue to develop new services according to new lifestyles and customer needs along with promotion of universal foods.

    • Service content is subject to change without notice.

  • ANA is currently developing a traveling assistance service for wheelchair users called “Arrangement for seamless assistance”.

    Customer Voices

    I want to go to faraway places, but I’m worried about transferring on public transport when using an airplane to travel.

    Example of Improvement

    Through a project called “Universal MaaS” developed through a collaboration among industry, academia, and the government, ANA aims to actualize a service that promotes a pleasant traveling experience among individuals who have concerns about traveling due to reasons including disabilities or age. In February of this year, we joined with East Japan Railway Company, Tokyo Monorail, and MK Taxi to conduct a verification test for “Arrangement for seamless assistance.” This service aims to reduce the customer burden of requesting assistance from each separate transportation provider.

  • Earphones are now placed only inside aircraft on domestic flights.

    Customer Voices

    ANA provides earphones free of charge, but it’s hard to find them because they’re in different places.

    Example of Improvement

    During domestic flights, passengers can enjoy various music and video programs. Since June 2021, we have provided earphones to passengers who do not have their own, but we discovered that passengers were having a hard time finding them due to restrictions at airports. For that reason, earphones are now placed only inside the aircraft (near the entrance). In addition, these earphones are reusable, so we ask that you take them home with you to reduce the environmental impact.

    • You can also use your own earphones.

  • We have introduced the ANA Travel Ready service.

    Customer Voices

    I have to go overseas on a business trip, and the preparations are a hassle, from entry conditions to travel documents.

    Example of Improvement

    On February 7, ANA launched ANA Travel Ready, a service for ensuring in advance that you have all your travel documents. ANA Travel Ready is available for flights from Japan to the United States, Europe, and China so that passengers can board their flights with a sense of reassurance. Enjoy a hassle-free airport departure and airplane boarding experience by registering in advance, and thus making sure you have all the documents you’ll need.
    By registering the required documents online in advance, you can check to see whether you have the required documents and whether there are any additional procedures required before your departure.

    • Check the eligible routes and details using the QR code below.

  • Expanding the number of airports that have the paid ANA LOUNGE for domestic passenger operations.

    Customer Voices

    The paid lounge at Haneda Airport is nice, so I think you should have them at other airports as well.

    Example of Improvement

    At Haneda Airport, you can use ANA LOUNGE for a fee even if you are not a premium member of the ANA Mileage Club or do not have a premium class ticket. ANA LOUNGE offers a place to relax prior to boarding a domestic flight. From February, ANA LOUNGE is available at New Chitose Airport, Itami Airport, Fukuoka Airport, and Naha Airport as well, bringing the number of airports to five. The charge for use is 3,000 yen per person per use. We hope you’ll enjoy ANA LOUNGE in your own way before your next trip for business or pleasure.

  • ANA offers a nurse escort service.

    Customer Voices

    I plan to take a flight to attend a wedding, but I’m nervous because I have a chronic illness.

    Example of Improvement

    A nurse escort can be provided with our ANA Traveler’s Dynamic Packages and ANA Traveler's tour with tour conductor due to chronic illness or physical challenges. A nurse will accompany you to provide support in cooperation with ANA staff at the special assistance counter and cabin attendants as appropriate, checking for signs of physical changes or discomfort and assisting with meals and going to the restroom according to your or your family’s wishes.

    • Covered period: Through Tuesday, October 29, 2022. May be extended depending on circumstances.

    • This QR code links to a Japanese-language website only.

  • ANA launches sales of international passenger operations business class in-flight meals.

    Customer Voices

    I enjoyed the in-flight meal at home along with the feeling of going on a trip. Next time, I’d like to try a business class in-flight meal.

    Example of Improvement

    Economy class in-flight meals were a hit, so in response to demand, sales of international business class in-flight meals were launched last year. For details, see the official e-commerce site ANA STORE / ANA Shopping A-style and the official ANA Gift Shop on Rakuten. Can’t wait for that overseas trip? Now you can enjoy the feeling of taking a trip as an ANA business class passenger—at home!

    • This QR code links to a Japanese-language website only.

  • We have introduced QR code transactions for using ANA Cargo domestic cargo shipments.

    Customer Voices

    I would like to immediately send product samples, pets, perishable goods, etc. as cargos, but I need a cashless way to pay.

    Example of Improvement

    Whether you are an individual or corporate customer, you can take your package to your nearest ANA domestic airport cargo counter to ship it within Japan. Up to now, we have only been accepting cash or credit card, but as of October 1, 2021, it is now possible to pay via QR code at ANA domestic airport cargo counters all over Japan. ANA Cargo is more convenient than ever, so give us a try!

    • Current supported QR transactions: PayPay, LINE Pay, Rakuten Pay, Merpay, au PAY, d PAY, Alipay, WeChat Pay

    • The cargo counter is not at the same place as the passenger counter.