Long story.

- At New Chitose, domestic flight to Tokyo Haneda was delayed by AirDo/ANA. We knew we would miss the connecting flight to our next destination, and the staff told us so.

- Staff assured us we would get help once landed at Haneda. Once we landed, we got approached by a super nervous male staff.

- We got thrown 30,000 yen by the staff, rushed by him to sign off on the money, got told we had to book our own hotel AND the new flight to KL (at 23:30 when everything was close). 30k yen does not even cover a night for the hotel at the terminal.

- He fked off really quickly to avoid inconvenient consequences after he was done with us. The phone line he provided us to book flight did not even work!

- We were left in a ditch by the airline at 12am, with all nearby hotels fully booked, with limited transport options as trains were closed, with no guaranteed flight ticket for the next day.

This return flight really soured our experience with ANA, even though we paid full fares, and booked connecting flights with them under one itinerary.

I was flying from Singapore to Haneda Tokyo flight NH844 on the 15th of July 2024, flight time 2210. While trying to check in around 20:15 at one f the kiosk, I was unsure whether my baggage would go all the way to JFK, New York which was my final destination. I approached a staff there ( a lady whose sole role was to assist passengers like me), she raised her hand indicating that I should not approach her and quickly looked the other way. A young, helpful gentleman came and assisted me after some time. While trying to put my luggage through, the scanner was not reading my passport; once again a middle aged, slightly over-weight gentleman stationed there ignored me and did not assist me at all. I am Indian and could not help noticing that every other South East Asian passenger was being attended to by him (their baggage being lifted and put on the belt). This is the first time in in my 25 years in Singapore that I thought my race was an issue. This was especially disappointing (in today's day and age of DEI) as I was a customer of ANA just like the others and both the rude lady and the unhelpful gentleman were a part of the service industry and represented ANA. In the connecting flight from Haneda to JFK my Hindu meal comprised of four crackers, yoghurt and a tiny slice of cake. I once again could not help but wonder how ANA could serve a full ticket paying customer such a meal. I fly frequently from Changi, Singapore to New York and have decided to fly SQ, Turkish Airlines, Emirates or any of the several other airlines whose service has been impeccable. I WILL DEFINITELY NEVER FLY ANA AGAIN!!!!

I have never flew Ana economy but the premium economy. OH BOY IS IT AMAZING. The legroom is so nice and the staff are also nice. Food and bevarges are great even for a picky eater. Entertainment was great. Overall one of the best airline’s i have flew

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.....