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ANA All Nippon Airways awarded 5-Star Rating for seventh consecutive year


By Peter Miller, Skytrax

All Nippon Airways (ANA) has been awarded the 5-Star rating under the World Airline Star Rating by the UK-based international air transport rating organisation SKYTRAX for the seventh consecutive year since 2013.

SKYTRAX only awards the 5-Star Airline Rating to airlines whose passengers can experience “5-Star level” service and covers more than 800 categories ranging from airport to in-flight services. The award of this seventh consecutive 5-Star rating represents recognition of the consistently high-quality level of service achieved by ANA’s staff as well as the airline’s efforts to constantly improve its products and services to make passengers’ flights safer and more comfortable.

ANA commented: “We are pleased to remain in elite company among global airlines with our seventh consecutive 5-star rating from SKYTRAX. At ANA, we have lofty standards for what constitutes success and we will not settle for anything less than the best. All of our employees strive to make air travel as simple, convenient and comfortable for each passenger from the moment they book their ticket to when they exit the airport at their destination. We will continue seeking ways to improve every aspect of the experience in order to remain a premier airline.”

Edward Plaisted of SKYTRAX said: “We are delighted to have seen ANA continue to achieve quality improvements during the last year. An important reason for ANA achieving this 5-Star award is that they meet so many 5-Star targets as they look after and satisfy customers. ANA was particularly praised for their very consistent standards of service efficiency, and making the travel experience as enjoyable as possible.”

ana 5 star airline 2018

ANA is committed to maintaining the SKYTRAX 5-Star rating by ensuring a thorough focus on customer service throughout the group, working to provide an even more comprehensive and sophisticated service to all passengers.

ANA has embarked on a number of initiatives over the past year designed to improve its ability to offer exceptional value to passengers:

Airport Service

  • ANA introduced automated baggage check-in at Fukuoka Airport, joining Haneda and Shin-Chitose as the third airport to offer these convenient services to ANA passengers.
  • At international airports ANA is updating signage to simplify the boarding process, as well as providing enhanced training to lobby attendants.
  • ANA has renovated the domestic lounges at Itami, Fukuoka, and Naha Airports domestic lounges.
  • Narita Airport’s ANA LOUNGE at Satellite 4 and Narita Airport’s ANA ARRIVAL LOUNGE have been expanded
  • Opening hours for Haneda International Airport’s ANA SUITE LOUNGE and ANA LOUNGE located near gate 114 were extended to allow passengers greater use of the lounge.

In-flight service

  • ANA made Domestic ANA Wi-Fi internet service free and expanded Wi-Fi availability to 100 aircraft while also increasing the video library. Additionally, international First Class passengers are now able to use ANA Wi-Fi internet service free of charge.
  • Meal tray sizes were increased in Economy Class for North America, Europe, Oceania, and some Asia routes.
  • ANA completely revamped sleeper and in-flight amenity kits for First Class and Business Class.
  • ANA has also modernized in-flight dining by expanding options for passengers to select meals prior to departure and pre-order the full range of available dishes from ANA’s premium THE CONNOISSEURS collaboration meal program.
  • The in-flight safety video was updated with a Kabuki theme to add a touch of Japanese tradition.

Staff education

  • Enhanced lounge staff training to boost customer service.
  • A new curriculum for flight attendants was introduced to encourage them to think about things from the passenger’s perspective.
  • A contest was held for flight attendants and airport ground staff to encourage all employees at ANA Group to enhance their service skills.

About Airline Star Rating

Introduced in 1999, a leading international Airline Rating system that classifies airlines by the Quality of front-line product and staff service standards. Airline Star Ratings are recognised as a global Benchmark of airline standards, managed by SKYTRAX, the international air transport rating organisation.

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By Skytrax

Skytrax, the International air transport rating organisation, was established in 1989, and is based in London, UK. The World Airline and Airport Star Rating programme classifies airlines and airports by the quality of product and staff service standards.

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