ANA: The number in this form doesn't go high enough...
A ANA customer review by GetHuman user ~ahhp from November 27th, 2017
Background on ~ahhp's case
GetHuman: ~ahhp - can you tell our other ANA customers when your case took place?
~ahhp: Yup. It was morning, on November 23rd.
GetHuman: Did you reach out to ANA, and if so, how?
GetHuman: And which of these common ANA customer issues best describes the reason you wanted to talk to them?
(Shows ~ahhp a list of common ANA problems)
~ahhp: "Missing item" was why I was trying to call.
~ahhp's review of ANA customer service
GetHuman: So how would you sum up your experience for GetHuman's ANA customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
~ahhp: The number in this form doesn't go high enough. Wait time was almost two hours. That is absolutely ridiculous. First call, wait time was ** minutes. Off peak. Staff was helpful but it required a followup call. Second call wait time was * hours. On the phone. Listening to repeat ads and instructions for us in case we want to "expedite" the service. There is no email, no other way to contact someone for something urgent (ours was a medical emergency that required a change in flight). Exhausted and frustrated. How can this be "service" for a relatively good airline?
GetHuman: Let's quantify your experience contacting ANA. On a scale of 1 to 5, how easy is it go get help on a ANA problem?
~ahhp: I'd give them a five out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
~ahhp: I'd give them a four out of five on communication.
GetHuman: And what about ANA's ability to quickly and effectively address your problem?
~ahhp: For that I would say three out of five.
GetHuman: And finally- any advice for other ANA customers?
~ahhp: Call them early in the day or late. Don't forget any personal or account information you might need for ANA to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from ~ahhp taken from his ANA customer service problem that occurred on November 23rd, 2017.