Material Issues for Competitive Advantage:
1-3. Improve Convenience and Create Emotional Experiences

Background

  • The need to respond quickly to the demand of today’s customers for more options
  • Developing attractive products and services is essential to growing our customer base

Vision

We develop attractive products and services that increase customer mobility and transportation options. We seek to improve customer satisfaction, leveraging the strengths of the ANA Group in customer-oriented services to offer exciting opportunities and emotional experiences. We continue to strengthen our brand power as we focus closely on customer orientation to create greater trust and empathy

Policy / Basic Approach

Pledging to "provide safe and comfortable air travel to all customers, deliver excitement and wonder that exceeds expectations, and establish unwavering loyalty," we will pursue the fusion of universal and personal services.

Risks and Opportunities

Risks Opportunities
  • Decline in service quality and consequent deterioration of brand image
  • Loss of customer trust due to large-scale delays and cancellations
  • Acquisition of high-value customers through investment in high-value-added services
  • Expansion of support from a broad range of customers through the introduction of Universal Design
  • Development of new businesses

Links

Enhancing the Value of Customer Experience

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