Complaints

This profile includes complaints for All Nippon Airways's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  All Nippon Airways

  21250 Hawthorne Blvd #200 Torrance, CA 90503-5506

• 

  All Nippon Airways

  2222 Kalakaua Ave Ste 1200 Honolulu, HI 96815-2531

• 

  All Nippon Airways

  1101 16th St NW Washington, DC 20036

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Luggage was never loaded at ***** for the flight going to ***** (*****). So delayed luggage. Next day I had to attend a wedding. First *** ***** said they will send luggage with the next flight to ***** and then deliver the bag to ****** (city where I had flown to from *****). This was a nightmare with no clear communication. I had to reach out and the number they gave us to call will always be down and would say out of service. I had to buy all clothes for the wedding that spreads across 3 days. On the 3rd day, I called again and this time they said it never left ************* and it is still there. So I tell them leave it since I am flying out in a hour to ***** and then picked it up myself. For all the trouble the *** provided me with a voucher that I have to sign for $60. Jan 4 - 7:40 pm - Reservation 2M6BZC from *** Jan 6 - 5:30 pm arrive in ***** - terminal 3 Jan 6 - 8:30pm ***** to ****** 9:30pm - Indigo - DWQ8RJ - flight 6E **** - terminal 2 Jan 6 - ************************* - where I was staying for the wedding - 1st night of ceremonies Jan 7 - 2nd day of wedding ceremonies Jan 8 - 2nd day of wedding ceremonies Jan 9 - 8:30 am ****** to 9:40 am ***** - DWQ8RJ - Indigo -6E **** - terminal 2 I picked up the bag on Jan 9th from *****. I had to buy all clothes for the wedding that cost over $500.In all this the support in *** ***** was pitiful. I have multiple texts and email conversation that will show the complete lack of support on this and the continued delay in the process. Baggage tag numbers for *** flight NH837 from HND to ***** - Jan 6th of the baggage that was delayed.0016-161375 0016-161375

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 7, 2022, I was denied boarding my flight to ******** due to transit through *****, *******. All Nippon Airways personnel stated I needed a **** for ******* and would not allow me to board the plane. All Nippon staff appeared to be unsure of the requirements as some staff said they believed I could fly and other staff did not. When I asked to see the policies that authorized denial of my flights, they were unable to provide anything; even stating there is not anything. All the information I researched, including government website, states I do not need a **** to transit through ******* if my connecting flight is less than 24 hours, if I do not leave the airport, and if I do not have a checked bag. I met all those requirements. Furthermore, I explained to the staff my brother just boarded ********************************, traveling the same route as me, without a **** and he was permitted to board; and he did not have any trouble in *******. The next day I returned to *** s to rectify the problem and explain what happened with my brother. They responded, if we had known your brother would get through we would have let you go, but since we didnt know we could not and it all depends on who you talk to. Sounds like I should just hope I talk to someone competent, who might know the rules, but otherwise Im just out of luck. Absurd! I again asked for the reference to deny my flight, they could not provide me anything. I ended up purchasing another ticket with a different airline, delaying my trip by a day and a half, and costing $1235.97 plus my hotel $175.60. My brother and I had the same route, through the same airline, just different departing airports, however we had very different experiences. My expectation is for *** to reimburse me for my new flight and hotel (total $1411.57), that I should not have had to spend in the first place. I filed this complaint with the airline and they have rejected my request and lied about how the event took place.

  Customer Answer

  Date: 02/13/2023

  My desired outcome for this complaint is to get a refund. The expense of having to pay for a new flight and a hotel stay totals $1411.57. 

   

  Please let me know if there is any more information you need. 

  Thank you, 

  ****** House

  ************

• Initial Complaint

  Date:01/14/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 4 2022 I purchased two airline tickets on the *** mobile app ticket numbers 205 *********** and 205 *********** at an estimated charge of $8,443.000 based on the ** currency that appeared on the *** website. I say estimated, as the Total was in JPY ( yen) currency only . On Dec 4 I was contacted by Amex to approve a charge for $12,480 for *** flights I denied the charge. On Dec 4 the same day I canceled the flights via the *** mobile site. The *** policy on my mobile app states a 24 hour cancelation without penalty. ***** toll free number ************ states all flights made with the *** website can be canceled without penalty, if canceled within 24 hours. I canceled the flights a few hours after purchase via my *** mobile app . On Dec 5, 2022 *** credited my Amex account with two refunds of $355.11 each totalling $710.22 and credited this amount to my Amex account . *** charged me $11,770.17 for fees/taxes/cancelation charges. The charges were made by me on the *** website & canceled by me within 24 hours on the same *** website ( no 3rd party ) I then set up an Amex Disbute after only recieveing reimbursement for $710.22 The *** charges were divided into two separate disputes Amex ref# D-******** in the amount of $5,476.72 and Amex ref# PDL6025 in the amount of $******** Amex Ref#D-380188865 disbute for $5,476.72 was credited back to Amex The Amex dispute Ref # PDL6025 in the amount of $******** was closed by Amex without notice or restitution. A new Disbute to replace the closed Disbute for $ ******** goes into effect tomorrow to review both Disbutes ,of the same charge with one charge was recredited back to Amex the other of the same charge was closed without restitution, both charges had identical information. The *** airline alliance states- all airlines that depart and land on ************* Soil are required to provide a 24 hour cancelation policy without penalty to its customers.*** should be made accountable.

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) Transaction Date: October 26, 2022
  2) Amount Paid: USD$605.60
  3) What Wrongdoing Business Committed: Refusal of allowing me to check-in and board a flight I rightfully paid for.
  4) Nature of the Dispute: The ANA Airlines check-in counter ************************* would not allow me to board a plane because I was not going to take a connecting flight *************************************************** I have also filed a complaint against ******** for its fraudulent confirmation document it provided me with, which states I would be able to get ************************** Airport with no mention ********************** ANA said that the confirmation I provided was fraudulent and would not allow me to get on the plane. Yet, the ticket had been processed legally and was readily available for me. Yet, ANA Airlines would still not allow me to board on the plane. The airline told me that if I was not going to *******, I could not get on the plane from ********************************. The reasoning the ANA check-in manager gave me was that I bought a cheap ticket, and that if I wanted to get on the plane to ******, I would need to buy another ticket and pay a higher fare for the ticket. This experience was already traumatizing enough in which I was going to be stuck at the airport, and the only solution was for me to buy an expensive ticket. This was unreasonable since I already had a ticket going from JFK to ******. ANA just refused to allow me to board.
  5) ******** Invoice #: *************
  ******** Booking Number #: ***********
  

• Initial Complaint

  Date:10/23/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to travel to ***** about a month after the COVID quarantines began.
  ANA gave several extensions, but ***** was restricting travel to ***** for the full time with which the credit was available. As soon as the ***** removed the restrictions and before I could try to use the credit, ANA refused to extend the credit expiration according to my travel agent. This is basically the same as not giving a credit at all since I couldn't use it until ***** had opened back up and as soon as ***** was opened back up to tourists, they refused to extend it further according to my travel agent.
  This means that my money was taken and I was never provided the flight I purchased and I never got my money back.
  
  The ************* agent I worked with was **************. I've provided the contact detail below.
  The order number was ********.
  The E-Ticket# I was given was XXXXXXXXXXXXX.
  
  ***** ********
  ************************
  t. **************
  e. *******@****************
  w. ****************
  a. ************************************* XXXXX USA

• Initial Complaint

  Date:10/13/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ticket *************************************** issued Feb 06,2022., Confirmed reservation for 2 people in business class starting Dec 19 San Francisco to Tokyo, Tokyo to Perth - return Sydney to Tokyo, Tokyo to San Francisco. Tokyo to Perth route cancelled by airline and removed from schedule, moved to Tokyo to Sydney flight ***** , but not confirmed, only waitlisted. Then confirmed but downgraded to economy class. There are more than 8 seats available in business class available on this flight, there is no reason to downgrade from the class of service I booked. Phone hold time is 2 Hrs+ without reaching agent, also contacted via email Reference No: CA-******** with no response. Airline has not rebooked me on a connecting flight Sydney to Peth, the final destination I have booked and paid for. Flights were canceled by the airline not due to weather or acts of God. Per the contract of carriage the airline is required to transport me to the originally booked destination in the class of service I have booked and paid for. Airline must reconfirm my flight ***** on Dec 20th in business class and provide a business class connecting flight Sydney to Perth. Thank you.