ANA Awarded SKYTRAX's Highest 5-Star Rating for 5th Consecutive Year

ANA Remains the Only 5-star Rated Airline in Japan


TOKYO, March 31, 2017 - ANA, Japan's largest airline, was awarded with the highest overall rating of 5-Stars for the fifth consecutive year by SKYTRAX(*1), the world's leading airline and airport review specialists (http://www.airlinequality.com/ratings/). SKYTRAX has bestowed this distinguished honor to only eight other airlines(*2) in the world, and ANA has the distinction as the only Japanese airline to earn this accolade.

SKYTRAX awarded the top rating to ANA for the consistently high levels of service the airline provides to its customers, from check-in to arrival. It also recognizes that ANA strives to go the extra mile to continuously enhance its service quality as a global leading airline and meet the needs of its increasingly international customer base. The carrier continues to open new international routes, positioning its wide-reaching international network as a core growth strategy.

As ANA expands its business, the airline maintains its unwavering commitment to quality and Japanese hospitality with a personal touch, which helped the airline to maintain its 5-Star rating. In the past year alone, ANA has carried out a number of new initiatives to further boost its services.

  • - Renewed the check-in counter area of the South Wing Departure Lobby at Narita Airport Terminal 1 to accommodate smoother access to each airline, and installed new, convenient and speedy automatic check-in machines.
  • - At the Narita Airport ANA LOUNGE, the carrier started a special 'Chef Service' where the chefs prepare and directly serve customers nigiri-zushi (sushi prepared by hand) and other dishes. The service has earned exceptional reviews, particularly from international customers.
  • - Renovated the Departure Lobby at Haneda Airport Terminal 2. In addition to color coding areas according to their functions, ANA installed an illustrated guide display that makes the lobby more efficient and easier to understand for customers requiring assistance, and for the growing number of tourists visiting Japan to easily connect to and from ANA's domestic network.
  • - Deployed the 'ANA Communication Board', a specially-developed tablet device that can respond in 17 different languages, allowing greater support and clearer communication between ANA's cabin crews and ground staff with international customers and those who require special care.
  • - Introduced Japan's first 'Remote Sign-Language Interpretation Service' at Haneda Airport to improve services for customers with hearing and speaking disabilities.
  • - Launched Japan's first 'Universal Contents' with subtitles and audio guides so that customers with hearing and/or visual disabilities can also enjoy the in-flight entertainment programs on international routes.
  • - ANA became the first airline in Japan to receive the Airbus A320neo aircraft, and is operating it on short-haul international services. Despite its size, ANA's A320neo are equipped with features previously limited to mid- and large-airplanes, such as in-flight internet service and personal monitors installed in every seat, including economy class.
  • - ANA continues to improve training for its check-in counter and lounge staff to be able to most effectively communicate and adapt their services to best meet customer needs.
  • - ANA continues to further refine the English communication abilities of its cabin crews, and is hiring more flight attendants from outside of Japan to enhance our interactions with global customers.

As a prestigious, globally-recognized international measure of quality and customer satisfaction, the SKYTRAX award plays an important role in ANA's business strategy to ensure its positioning as a globally leading airline. ANA's continuous investment in its network, aircraft and services is enabling the airline to capture the growing demand from international travelers, and ANA is committed to providing inspired service as well as safe, high-quality air travel to customers around the world.

  • (*1) SKYTRAX, established in 1989, is an airline consulting and rating company based in London, UK. In addition to the World Airline Rating, which ranks airlines between 1 and 5 Stars, the company also organizes the World Airline Awards, which are based on an evaluation of more than 200 airlines assessed each year using its own online questionnaire and various other customer surveys. The World Airline Awards first recognized ANA in 2011 through the World's Best Airport Services and Staff Service Excellence, Asia Award. ANA collected another World Airline Award in 2012 as Best Transpacific Airline. From 2013 to 2016, ANA has been awarded World's Best Airport Services for four consecutive years. ANA was also awarded Best Cabin Cleanliness in 2013, Best Transpacific Airline in 2014, and Best Airline Staff in Asia in 2015 and 2016.
  • (*2) Asiana Airlines, Cathay Pacific Airways, Etihad Airways, EVA Air, Garuda Indonesia, Hainan Airlines, Qatar Airways, Singapore Airlines.

Contact: Wataru Yoshioka and Maho Ito, ANA Corporate Communications TEL +81-3-6735-1111

About ANA
ANA is the largest airline in Japan by revenues and passenger numbers. Founded in 1952, ANA flies today on 87 international routes and 114 domestic routes. The ANA group has 35,000 employees and a fleet of about 260 aircraft. In FY2015, it carried 50.8 million passengers and generated revenues of 1.79 trillion Japanese yen. ANA has been a member of Star Alliance since 1999, and has joint-ventures with United Airlines on trans-Pacific and Asia routes, and with Lufthansa, Swiss International Airlines and Austrian Airlines on Japan-Europe routes. Its Frequent Flyer Program, ANA Mileage Club, has more than 26 million members. ANA was voted Airline of the Year for 2013 by Air Transport World Magazine, and in 2016 was awarded five stars for the fourth consecutive year by the world's leading Airline and Airport review site, SKYTRAX. ANA is the launch customer and biggest operator of the Boeing 787 Dreamliner.