In 2012, we were recognized by the US company FlightStats Inc. as world number one for On-Time Performance Service in the two categories of Network-Global Airlines and Lowest Global Cancellations.

In 2002, the ANA Group stated its determination to be an airline that places great importance on its customers’ time under the slogan “On-Time Airline ANA.” With maintaining safe flight operations as a basic premise, since then we have aimed for on-time departures and arrivals out of a Groupwide commitment to our customers even after they arrive at their destination.

“To Your Destination and Beyond”

Mindful of the various plans our customers have after they arrive, we have been carrying out activities under a policy centered on on-time arrival. On-time operations require not only efforts on our side but also the cooperation of our customers. Consequently, in the fiscal year ended March 2013, we worked to make customer announcements in plain language and reviewed our procedures and rules for smooth boarding in addition to our focus on improvements in facilities and equipment. For example, to alleviate congestion at pre-boarding security at Haneda Airport, we installed monitors before each checkpoint and changed to a glass wall in front of the security checkpoint so that customers can see the degree of congestion beforehand.

“Activities at Airports”

We promote activities that incorporate the opinions of frontline staff at airports.

In the fiscal year ended March 2013, we held “On-Time Forums” at 15 airports to discuss on-time performance. Every staff member has seriously considered quality improvements under the theme “the importance and value of one minute gained by working together.” Opportunities such as these help staff members learn more about each other’s duties and lead to stronger cooperation.

To ensure that our customers at the vast Haneda Airport arrive at the boarding gate ahead of time, ground staff wear armbands showing the time customers must pass through security. The ground staff also demonstrate the method for passing through the boarding gate and other measures to promote smooth boarding.

Staff at each airport will continue to work together to improve our rate of on-time departures and arrivals.