Review Insights · App Store
ANA
ANA (All Nippon Airways) · 8,089 ratings · ★ 4.7
4.7
★★★★★
8,089 ratings
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Top complaints - extracted from 33 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
"error"
8 negative reviews mention this · 24% of all complaints
★★★★★ "Always an error. Flying wit ANA has been a complete headache. They constantly have errors and make you start over after typing in information they’ve already said was registered. I’ve never had problems with any other flight only with ANA you guys are terri…" - wavemaaan3
2
"flight"
8 negative reviews mention this · 24% of all complaints
★★★★★ "Always an error. Flying wit ANA has been a complete headache. They constantly have errors and make you start over after typing in information they’ve already said was registered. I’ve never had problems with any other flight only with ANA you guys are terri…" - wavemaaan3
3
"terrible"
8 negative reviews mention this · 24% of all complaints
★★★★★ "Always an error. Flying wit ANA has been a complete headache. They constantly have errors and make you start over after typing in information they’ve already said was registered. I’ve never had problems with any other flight only with ANA you guys are terri…" - wavemaaan3
4
"reservation"
7 negative reviews mention this · 21% of all complaints
★★★★★ "What a mess. Reservations made by travel company. Registration was confusing but finally accomplished. Then reservations not visible under my name but clearly exist. App is worthless to me" - RWebb76
5
"cannot"
6 negative reviews mention this · 18% of all complaints
★★★★★ "Slow. This app is very slow and you cannot create mobile boarding passes for everyone in your party. In general the ANA website and mobile experience is slow and often crashes. Needs a lot of improvement to catch up with other airlines." - Please noooo
6
"website"
6 negative reviews mention this · 18% of all complaints
★★★★★ "Slow. This app is very slow and you cannot create mobile boarding passes for everyone in your party. In general the ANA website and mobile experience is slow and often crashes. Needs a lot of improvement to catch up with other airlines." - Please noooo
7
"name"
5 negative reviews mention this · 15% of all complaints
★★★★★ "What a mess. Reservations made by travel company. Registration was confusing but finally accomplished. Then reservations not visible under my name but clearly exist. App is worthless to me" - RWebb76
8
"find"
5 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
9
"experience"
4 negative reviews mention this · 12% of all complaints
★★★★★ "Slow. This app is very slow and you cannot create mobile boarding passes for everyone in your party. In general the ANA website and mobile experience is slow and often crashes. Needs a lot of improvement to catch up with other airlines." - Please noooo
10
"airlines"
4 negative reviews mention this · 12% of all complaints
★★★★★ "Slow. This app is very slow and you cannot create mobile boarding passes for everyone in your party. In general the ANA website and mobile experience is slow and often crashes. Needs a lot of improvement to catch up with other airlines." - Please noooo
11
"booked"
4 negative reviews mention this · 12% 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
12
"useless"
4 negative reviews mention this · 12% 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
📋 All 33 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").
What a mess
Reservations made by travel company. Registration was confusing but finally accomplished. Then reservations not visible under my name but clearly exist. App is worthless to me
Slow
This app is very slow and you cannot create mobile boarding passes for everyone in your party. In general the ANA website and mobile experience is slow and often crashes. Needs a lot of improvement to catch up with other airlines.
Always an error
Flying wit ANA has been a complete headache. They constantly have errors and make you start over after typing in information they’ve already said was registered. I’ve never had problems with any other flight only with ANA you guys are terrible and i’ll go out of my way to never book one with you again.
Cannot log in
No mater what I do I get an error message saying service temporarily unavailable. I know I don’t have the wrong password because if I type the wrong one in it says it is wrong.
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。
App is difficult to navigate
Make your App like United Airlines
Jackey Yeung
My reservation doesn’t apply to my app after purchase. It’s the second time which need to log in on the site to fix the issue
Sentiment summary
92%
Positive (4-5★)
3%
Neutral (3★)
5%
Negative (1-2★)