I travel back from NARITA airport to KUL (KLIA) on 1st JUNE 2024 (NH815)
upon arriving NARITA Airport, my group members 6 adult + 1 child were clueless about checking in via machine (we arrive almost 4 hours early)
There is a lady ask us to try our luck at the machine, print ticket and so on... never assist, as if we know it all

Finally, we managed to print boarding pass and we are directed to another Machine need to scan face and luggage
The child are not tall enough to screen her face & some luggage were rejected by the machine
We asked for help, the lady show impatient and raise her voices to us, "Queue here, Queue here, use the machine! she repeated"

This is all business class customer, and I was so surprises this women is so rude and try to humiliate us in front of so many customer, when we want to take her photo and name, she quickly avoid and use her hand to hide her name from us, dont allow us to report this incident, she even ran away!
ANA - CHECK YOUR CCTV FOOTAGE PLEASE!

Another colleague rush to calm things down, guided us to another counter for more humane treat & some basic respect at least.

I come back to my country, submitted the incident to ANA Mileage Club, nothing responded - so disappointing and frustrate after such a long wait, I decide to not take ANA flights anymore & share my terrible experience here

I always choose ANA over Lufthansa because of the on board service, giving me the feeling being in Japan already.
What needs an absolute overhaul is their online presence. Sorry to say, but completely out of date and impossible to do on online check-in. For that, I love the Lufthansa site.
Mind you, the Japanese are not known for good, intuitive websites.....

DO NOT BOOK ANA FLIGHTS THROUGH UNITED! You are only allowed middle seats! And there is no way to book seats together or other than middle seats, even for a fee. I have booked many trips on United that used partner airlines--Lufthansa, Austrian--so why would I think ANA would be so different? United instructed me to reserve seats on ANA but, of course, that was after I paid for the tickets. I foolishly assumed it was just some glitch since I could see plenty of seats on the ANA flight when I looked on the ANA site. We had V fares, but it's not clear if any fare class on United would allow seat selection. AVOID ANA! They pretended they had no control over this situation (as did United when I called them). I am taking a credit for the tickets and rebooking at a much higher price since it is much closer to departure (end-July). Not a great start to our long awaited vacation in Japan.

THIS AIRLINE WAS VERY GOOD I LOVED HOW THE FLIGHT ATTEDNDS ARE SO NICE AND HOW THEY ARE SO CLEAN I WOULD SAY TO FLY WITH THEM 100%

Just when I thought I have seen every underhanded trick that the airline industry uses, ANA has come up with a new one. We are a family of four and we booked round trip tickets from Tampa to Tokyo via LAX. We booked the flights via AMEX; the domestic leg was United and ANA was the international leg. We booked our seats on the domestic leg via United, but they informed us that we would have to reserve seats on the LAX-Tokyo leg directly via ANA (which is not unusual). When we went to the ANA website, it was only showing middle seats available (no aisles, no windows), which was dubious because the flight was six months away. So, we called ANA directly and they informed us that THE FARE THAT WE BOOKED VIA UNITED WAS ONLY VALID FOR MIDDLE SEATS. We have travelled to over 40 countries on five continents and have NEVER encountered this trick. We asked how much more it would cost to get out of middle seats, they said it was $900 PER PERSON. Fortunately, we had a long layover in LAX on the way to Tokyo and the gate agent there took pity on us and switched our seats to four in the same row for no charge (the flight was not entirely full). But, that does not change the fact that ANA tried to extort $3,600 from us for seat assignments that should have been free. Avoid this airline at all costs.