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Going Behind the Scenes of Service

SKYTRAX- 5-Star Service for 6 Consecutive Years: Going Behind the Scenes. ANA's Continuous Effort toward Providing Satisfying Services to Customers.

In the 2018 World Airline Rating by SKYTRAX, a U.K.-based company that provides ratings for the airline industry, ANA was awarded the highest available rating of 5 Stars.

ANA strives every day to improve the services it offers so that its customers can enjoy safe, reliable, and even more comfortable air travel. Here are some of the efforts that we are making.

Noticing customers' needs before they tell us

Let's take a look at inflight services as an example. All customer feedback we receive is forwarded on to the relevant departments. We value both positive and negative feedback, and this is all provided to the relevant staff. This information is also shared with others to prevent problems from recurring and to share know-how. We also conduct regular quality inspections to see if we are meeting customers' expectations, and actively seek ways to make improvements to our services.

Noticing customers' needs before they tell us

Let's take a look at inflight services as an example. All customer feedback we receive is forwarded on to the relevant departments. We value both positive and negative feedback, and this is all provided to the relevant staff. This information is also shared with others to prevent problems from recurring and to share know-how. We also conduct regular quality inspections to see if we are meeting customers' expectations, and actively seek ways to make improvements to our services.

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Providing service is not just about following what's in the manual. We receive many comments from customers about how our cabin attendants notice their needs before they've even said anything. An important part of our job is being able to sense what customers require before they put it into words. This ability is something that all of our staff must cultivate through their own efforts—through their daily flights and service duties, by watching and learning from their more experienced colleagues, and through communicating with customers. This aspect of our service is quite possibly something unique to a Japanese airline.

There are many instances where services considered standard in Japan may be fresh and exciting for those from other countries, such as cabin attendants providing passengers with a wet towel for meals they have brought on board themselves.

We strive to improve our services not only based on customer feedback, but also on proposals from our staff.

The service improvements we make are not only based on customer comments, but also through the proactive consideration of items that come to the attention of our staff. As a recent example, if only one door can be opened when an aircraft arrives at the terminal, we now change the door we open from the one at the very front to a door further back, in an effort to increase passenger convenience and reduce the distance that they have to cover.

We strive to improve our services not only based on customer feedback, but also on proposals from our staff.

The service improvements we make are not only based on customer comments, but also through the proactive consideration of items that come to the attention of our staff. As a recent example, if only one door can be opened when an aircraft arrives at the terminal, we now change the door we open from the one at the very front to a door further back, in an effort to increase passenger convenience and reduce the distance that they have to cover.

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In Premium Class on some of our Japan domestic flights, we have changed the serveware we use so customers can enjoy their meals even more. Improvements are possible in a range of areas from small details to bigger issues, and ANA is always thinking about anything and everything it can do to meet customer needs and provide a greater level of satisfaction.

We also pay due care to services we provide at the airport, with the goal of a pleasant journey that begins before the flight itself.

Service is not something that is only provided on board—it is also ANA's job to provide it at the airport. If we can't find a customer at the boarding gate, we often search for them by imagining how they might spend their time at the airport and where we might find them.

We also pay due care to services we provide at the airport, with the goal of a pleasant journey that begins before the flight itself.

Service is not something that is only provided on board—it is also ANA's job to provide it at the airport. If we can't find a customer at the boarding gate, we often search for them by imagining how they might spend their time at the airport and where we might find them.

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To improve our services further, we also promote awareness among our staff and implement initiatives to raise levels of service quality.

At ANA, we work together as a team. We hope that you will see the results of the service improvements we are undertaking.

Although our staff make individual efforts, they do not work by themselves but rather in a mutual partnership through communication and coordination with others. The work carried out at ANA is characterized by teamwork that extends beyond company and department boundaries.

At ANA, we work together as a team. We hope that you will see the results of the service improvements we are undertaking.

Although our staff make individual efforts, they do not work by themselves but rather in a mutual partnership through communication and coordination with others. The work carried out at ANA is characterized by teamwork that extends beyond company and department boundaries.

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Even if it requires more time or work on our behalf, our desire is to do whatever we can if it is to the benefit of customers. With the aim of providing even better services, staff working behind the scenes support those providing service to customers, and we believe it is these efforts that have resulted in us becoming a SKYTRAX 5-Star Airline.

ANA will continue to make further improvements to its services. Despite the high ratings we have received, we believe that there is still much to be done.

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