Review Insights · App Store
ANA
ANA (All Nippon Airways) · 7,745 ratings · ★ 4.7
4.7
★★★★★
7,745 ratings
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Top complaints - extracted from 62 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"flight"
16 negative reviews mention this · 26% of all complaints
★★★★★ "Useless for Star Alliance. The ANA app is terrible. It takes you into an endless loop when trying to find a reservation that is shared with Star Alliance. I am also an ANA member but can’t load my flight reservation. The check flight status (on-time), etc. doesn’t wo…" - Tnhiguy
2
"terrible"
14 negative reviews mention this · 23% of all complaints
★★★★★ "Useless for Star Alliance. The ANA app is terrible. It takes you into an endless loop when trying to find a reservation that is shared with Star Alliance. I am also an ANA member but can’t load my flight reservation. The check flight status (on-time), etc. doesn’t wo…" - Tnhiguy
3
"reservation"
13 negative reviews mention this · 21% of all complaints
★★★★★ "Cannot get return award tickets. Booked a return award ticket from NYC - HND. Was given waitlist and I checked that I am on the first in waitlist. The departure leg cleared but return leg did not and return leg expired soon after. That is ridiculous logic and it should b…" - syamnyc
4
"website"
10 negative reviews mention this · 16% of all complaints
★★★★★ "Epic Fail. Nothing syncs with website. Site crashes. Very bad app! Needs overhaul." - Maykepkepjdc
5
"check"
10 negative reviews mention this · 16% of all complaints
★★★★★ "Cannot get return award tickets. Booked a return award ticket from NYC - HND. Was given waitlist and I checked that I am on the first in waitlist. The departure leg cleared but return leg did not and return leg expired soon after. That is ridiculous logic and it should b…" - syamnyc
6
"airline"
10 negative reviews mention this · 16% of all complaints
★★★★★ "App is difficult to navigate. Make your App like United Airlines" - AJmulli
7
"useless"
9 negative reviews mention this · 15% of all complaints
★★★★★ "Useless for Star Alliance. The ANA app is terrible. It takes you into an endless loop when trying to find a reservation that is shared with Star Alliance. I am also an ANA member but can’t load my flight reservation. The check flight status (on-time), etc. doesn’t wo…" - Tnhiguy
8
"find"
8 negative reviews mention this · 13% of all complaints
★★★★★ "Useless for Star Alliance. The ANA app is terrible. It takes you into an endless loop when trying to find a reservation that is shared with Star Alliance. I am also an ANA member but can’t load my flight reservation. The check flight status (on-time), etc. doesn’t wo…" - Tnhiguy
9
"number"
8 negative reviews mention this · 13% of all complaints
★★★★★ "Never again - terrible!. The app is so clunky and outdated it’s hysterical. Why do I need to enter my reservation number and name if I’m already logged into my account? Once I passed that part, there are error messages saying my mileage number is already taken….um,…" - Nik1Ilo
10
"flights"
8 negative reviews mention this · 13% of all complaints
★★★★★ "Buggy. Backend sync is a mess. Only flights booked from the Japanese website get synced. Booked from US site? No, they’ll never show up." - T.S.|K-Spree
11
"japan"
8 negative reviews mention this · 13% of all complaints
★★★★★ "Buggy. Backend sync is a mess. Only flights booked from the Japanese website get synced. Booked from US site? No, they’ll never show up." - T.S.|K-Spree
12
"experience"
7 negative reviews mention this · 11% of all complaints
★★★★★ "Worst airlines app ever. The user experience in this app is absolutely the worst, every single step takes a while to load, user interface is not intuitive at all" - Grumpy Bert
📋 All 62 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Cannot get return award tickets
Booked a return award ticket from NYC - HND. Was given waitlist and I checked that I am on the first in waitlist.
The departure leg cleared but return leg did not and return leg expired soon after. That is ridiculous logic and it should be that they clear BOTH legs for return award reservations.
The departure leg cleared but return leg did not and return leg expired soon after. That is ridiculous logic and it should be that they clear BOTH legs for return award reservations.
Credit card processing error
App will not process valid card and no human assistance is available
Epic Fail
Nothing syncs with website. Site crashes. Very bad app! Needs overhaul.
Useless for Star Alliance
The ANA app is terrible. It takes you into an endless loop when trying to find a reservation that is shared with Star Alliance. I am also an ANA member but can’t load my flight reservation. The check flight status (on-time), etc. doesn’t work or match what is displayed at the airport. I can’t do anything in the app and I assume it’s because my ticket was booked through United. I should be able to see any type of information for my flight on the app. This is the worst App I have ever used. Better to remove the app from the App Store.
Maybe the most useless app I have ever installed
Installed and created a login yesterday for the flight I’m about to board in 30 minutes. Going from Houston to Shanghai and Yokohama and back.
The app forest of all stuck my first and middle names together as if it was one name separated by a space. As if that was not bad enough it cannot find any of my trips!!
So what’s the use of it??
The app forest of all stuck my first and middle names together as if it was one name separated by a space. As if that was not bad enough it cannot find any of my trips!!
So what’s the use of it??
Never again - terrible!
The app is so clunky and outdated it’s hysterical. Why do I need to enter my reservation number and name if I’m already logged into my account? Once I passed that part, there are error messages saying my mileage number is already taken….um, yes it’s MY number make it make sense! Let me not even get into actually using miles which you we were waitlisted for (?) and then removed without being notified. Yup, never again.
Abysmal
This app has no idea who I am half the time. It never pulls my boarding pass and never shows me accurate gate info. It’s 20 years behind any other large carrier. Even JAL has their app figured out
Flight is great, customer service bad
I’ve spent roughly 5 hours of my life waiting on hold for the customer agent to change the spelling of my infant son’s name. This was across 3 calls and each time the hold-time exceeded 1 hour even though I called their dedicated support line for US customers. While the inflight service is great; their app doesn’t cover all use-cases and often you need to call them directly. This is the one area they really need to improve. Getting a human is nearly impossible and the wait times are insanely long.
Worst airlines app ever
The user experience in this app is absolutely the worst, every single step takes a while to load, user interface is not intuitive at all
Surprise
When I logged in at the ANA app, it indicated that I had no current trips. I had to go to the website to find my current trip. Why is that?
Buggy
Backend sync is a mess. Only flights booked from the Japanese website get synced. Booked from US site? No, they’ll never show up.
Not good
Just downloaded the app to check on flights to Japan from DC. I couldn’t get past the dates screen. It keeps giving error messages. The website is not any better. What the heck!?!?
Booking an award flight takes forever
Regretted transferring my miles to ANA
App
Complicated
Terrible
Useless
Hands down, worst app I’ve ever used
This is the worst app I’ve ever had the misfortune of using. As much as I have enjoyed traveling on ANA, I booked an international flight with a competitor because attempting to use this unintuitive, poorly designed, and useless application to book a flight proved impossible. I received an endless string of errors. When one error was corrected, another popped up. It might work fine for Japanese users, but not for foreigners. ANA should be ashamed at this mess.
can’t log in
it won’t let me log into my account it just is grayed out.
Just awful
I can’t pull up any of my reservations. Asks for confirmation and reservation numbers. I’ve entered all the numerous numbers they’ve given me and nothing works. Horrible design and interface with zero functionality.
TERRIBLE
I spent 2 hours trying to request a vegetarian meal. It was impossible. The app kept running me in circles. I will never attempt to use this company ever again after the frustration this has caused me
Incredibly frustrating check-in experience - feels outdated for 2025
The ANA app is a nightmare. I got an email to check in, clicked the link, opened the app (already logged in) - then it asked me to log in again! It says my name is wrong, asks for codes I don’t have, and can’t recognize my flight even though it’s in my profile. Totally outdated for 2025 - Even low cost airlines do this 100× better.
Shockingly terrible
ANA's app & website have a long way to go. Navigation is terrible. Error message after error message. Reservation not found in app using my ANA FF # associated with my reservation. No way to manually add it. Impossible to reach a representative via phone.
Fatal Errors Every Time
I fly with ANA multiple times per year and always have the same problem with the app. If I try to change my seat, it clocks, and I can see a series of warnings in the background with a fatal error. I write down the code, but trying to reach customer service outside of the app/outside of Japan is a nightmare. Cumbersome wouldn’t even be a problem if the app actually worked so that you could load a reservation and then change a seat. These are simple functions that the app cannot perform. I cannot load my current reservation if I’m logged in as a mileage club member.
Bugs
I am a partial to ANA.
Excellent flights.
This app however needs a total overhaul.
I can’t begin to describe how many times that I was left frustrated by the apps bugs. I ended up booking my upcoming flight with another airline.
Excellent flights.
This app however needs a total overhaul.
I can’t begin to describe how many times that I was left frustrated by the apps bugs. I ended up booking my upcoming flight with another airline.
Not usable
Who made this app will fail in any CS course by using it as course project.
Not reliable available and consistent
Not reliable available and consistent
Terrible UI
Once you login to the account. You cannot find your Ana club number anywhere in the app. Take forever to find the info you are looking for.
Worst app ever
This is a terrible app to use for anything. If you have a Star Alliance codeshare, you have to log out to find the reservation. If you login, then you can’t find the reservation because there is no way to search for it. It constantly asks to register your information, but there is no way to do it. I have not had a good experience with ANA yet. I have no choice to use another airline because my company makes me use them.
Baggage tracking
自分のバッゲージがどこにあるのかわからない。また、個人のパスポート、グリーンカード情報など全く役に立たない。
日本のテクノロジー、フラッグシップとして情け無い。
日本のテクノロジー、フラッグシップとして情け無い。
What’s the point?
Can’t do anything with the app. I can’t even add my flight.
S L O W
I can’t review the app because even the download is so slow (est. 52 minutes) I can’t even use it.
In a Word: Terrible!
Japan is notorious for its bad websites, and ANA is no exception. This app is a primitive shell for the ANA website, so you can expect a bad, time-wasting experience. ANA should really hire people who know what they’re doing! Not only web designers and app developers but also translators. Their English site is filled with the sort of bad grammar and illogical phrases you would expect from a mom-and- pop ryokan, but not from a major airline! Japanese people in general can be very stubborn about insisting on doing things they don’t do well without seeking outside help, and this app is a good example. Incidentally, ANA flight service is not what it used to be either. You will pay high fares for a terrible booking experience and the same mediocre flight
Amenities the other carriers offer.
Amenities the other carriers offer.
Can’t load reservation
Quite disappointing app ! Can’t automatically load reservation before update. After today’s update, I can’t find where to input my international reservation number. OMG!
Awful app
Ironic that the Japanese are supposed to be leaders in technology, yet this app is deplorable from a Dubinsky perspective. Basic features like ‘add to calendar’ or any similar integration is a must. Note that 50% of the links within the app take you OUT of the app and to the equally pitiful website. Terrible functionality. Get with the times ANA, this may have been acceptable 20 years ago, but come on… it’s 2025! Spend some money to modernize your company. So many missed opportunities…
垃圾应用，只支持英文
隔壁 JAL 都支持7种语言🤬🤬👎🏻👎🏻
Horrible app for an excellent airline
App and website need a huge upgrade. It’s not intuitive at all
It won’t work with iOS 18.1.1
It won’t open with my iPhone 14 Pro with iOS 18.1.1. The same with my wife’s iPhone 14 Pro. It works with my son’s iPhone 11 with iOS 18.1.1. Please fix this bug. My wife and I are traveling to Japan and fly ANA on 5 flights.
App crashes on startup
Please fix this problem. It would be nice to check my flight status.
Annoying ui
One of the most annoying apps I’ve ever used in my entire life.
App doesn’t work
Downloaded the app to search for flights and it makes you enter a captcha authentication code every time you search a flight. I’ve entered 10 different codes and each time it says can’t be authenticated. So, I can’t even search for a flight to purchase?? The codes o enter are correct. Please remove the captcha feature as it does NOT function. I will have to search with other airlines.
Worst app!
I’m in US, with United, so I have to use start alliance. But this is the worst app ever! It kept giving me the Singapore or UK currency, the page is full of Japanese language it’s hard to navigate or change to English. I finally managed to change the region to USA, but the currency still reflects as in UK. What a nightmare, to book a flight! I always start Japan. It’s one of those frontier country with the most advanced technology, but the usability of this app is a total disaster, and it’s very outdated.
Why such a great airline has such a poor app?
It almost impossible to find a reservation through the app! Even when the online check in is done you cannot find your reservation on the app.
Something is wrong and you should fix it!
Something is wrong and you should fix it!
This app is the best Japan can do? How sad
Spend some money and hire better programmers! This slow, difficult to use app belongs in the trash! Please redo the interface…why can’t it remember my reservation without having to enter it each time …just look at what other airlines are doing if it’s so difficult to create.
In the running for the worst app ever made
Slow, buggy, worst UX experience ever, cumbersome menu after menu..it’s like they ran focus groups to see just how bad a user experience they could create.
Will never use ANA again
The workflow is the app is bad. It is useless for international passengers to manage checkins etc. They just want you to be at the airport but the line is so long and they are slowwwww. Forget about calling ANA. Can’t believe this is from Japan.
Useless app
What a frustrating app. It requires me to look up my flight info with the reservation code and full name every single time I open it. Seriously?
The check in process fails at the last step every time, and doesn’t remember my country of residence.
It doesn’t give you the option of requesting a special meal either.
I had to check in at counter.
Total waste of time, written by incompetent coders.
The check in process fails at the last step every time, and doesn’t remember my country of residence.
It doesn’t give you the option of requesting a special meal either.
I had to check in at counter.
Total waste of time, written by incompetent coders.
Horrendous, trashy airline
Severely understaffed both via phone and in-airport. Several hour long waits for both, no ability to check in online if you don’t book directly through them (so if you’re star alliance forget it), poorly run. We’ve had a worse experience with this airline than with third world regional air carriers. Embarrassing.
Terrible
Flight experience is great. However, this app is a piece of poo. Terrible. Pretty much unusable. Online check-in, terrible. Maybe it works, maybe not. Is there a second app for mileage plan, why? Why can’t it remember anything? Most other airline apps do, even though if they are actually awful to fly on.
Bad business practices
No one would remember the stupid mileage club number remember the password is enough. Try to use email as log in credentials
The app is truly terrible
As far as the app goes, wow. Nothing works. You have to type in your confirmation number every time. Online check in is hit or miss. And being 1k on a star alliance partner is worthless. The plane was nice though.
Tiny tiny screen and unreadable recaptcha
Who puts a recaptcha in a app?
I can not see the recaptcha on the tiny tiny app screen, and i am using a ipad, the app makes you scroll left right up down without seeing the whole screen…….poor user interface and unusable due to tiny recaptcha.
What did you do with all the money you saved hiring drop out programers
I can not see the recaptcha on the tiny tiny app screen, and i am using a ipad, the app makes you scroll left right up down without seeing the whole screen…….poor user interface and unusable due to tiny recaptcha.
What did you do with all the money you saved hiring drop out programers
Log in hassle
Why do I have to enter my mileage number and password everytime?
+ 12 more in the clipboard copy
Sentiment summary
92%
Positive (4-5★)
3%
Neutral (3★)
5%
Negative (1-2★)