Customer feedback submitted to ANA’s Opinion/Suggestion Desk and matters noticed by frontline employees are compiled into reports, shared internally and put to good use. In this section, we provide an overview of reports prepared in the fiscal year ended March 2012.
- • In the fiscal year ended March 2012, the number of customer feedback reports decreased slightly compared with the previous fiscal year, but remained above 70,000.
- • By type of report, reports related to airports and sales increased 2 percentage points each, and cabin-related reports decreased 2 percentage points.
- • By type of feedback, the percentage of compliments reached the highest level in 4 years.
- • By topic, there was a substantial decrease in reports related to “in-flight meals & drinks,” which had increased in the previous fiscal year, while the number of “flight crew-related” reports increased significantly. “Flight irregularity” and “reservations center” reports increased slightly.
“I would like to be able to board in a stable position using a wheelchair.”
I use a wheelchair. When I board using a lift, is there any way to get up the boarding ramp in a stable position when there is no passenger boarding lift or wheelchair stair lift provided? Before, when I boarded a U.S. airline, they had special equipment like a stretcher that allowed me to board in a seated position.
I use a wheelchair. When I board using a lift, is there any way to get up the boarding ramp in a stable position when there is no passenger boarding lift or wheelchair stair lift provided? Before, when I boarded a U.S. airline, they had special equipment like a stretcher that allowed me to board in a seated position.
To offer better accessibility for wheelchair users, ANA has equipped some airports with special boarding access facilities such as wheelchair stair lifts, passenger boarding lifts and ramp boards. In response to this customer feedback, we introduced aisle stretchers in December 2011. * Aisle stretchers are equipped with belts for the torso, waist and legs, as well as a seat and footrests. Customers using them can board the plane and be guided to their seats in a stable seated position.
For details, see ANA SKY WEB
* Available at certain airports.
Other examples of improvements from customer feedback are introduced on the following website (Japanese only) and in Wingspan in-flight magazine.
http://www.ana.co.jp/ana-info/blettine/