Key facts
- ANA has implemented a new domestic fare system offering discounted tickets for unsold seats, even close to departure.
- The airline migrated to the Amadeus Altéa platform for domestic bookings, previously used for international flights.
- Since the May 19, 2026 renewal, customers have experienced issues with online check-in and seat assignments.
- Customer service response times for inquiries have been significantly delayed.
- ANA leadership apologized for the disruptions and outlined a plan for major system fixes in late June and July.
All Nippon Airways (ANA) is revamping its domestic flight operations with a new fare system introduced in May 2026, allowing passengers to purchase discounted tickets for unsold seats even shortly before departure. This initiative aims to address reduced business travel demand that has impacted the airline since the COVID-19 pandemic.
However, the renewal of ANA's domestic services on May 19, 2026, which involved replacing its nearly 50-year-old in-house booking system with Amadeus Altéa—the same platform used for its international flights—has led to widespread customer-facing problems. Users have reported glitches with online check-in and seat assignments, and customer inquiry replies have been delayed, taking anywhere from two weeks to two months.
ANA posted an apology on its website on June 11, 2026, and again at its annual shareholders' meeting on June 26, 2026. At the meeting, ANA Holdings president Koji Shibata and ANA president Juichi Hirasawa apologized for the inconvenience and pledged to implement large-scale fixes. Management indicated that a major system fix was scheduled for the end of June, with another planned before the July summer holidays, and expressed optimism that online check-in issues would be largely resolved by the end of July. The company has mobilized over 2,000 employees to support customer service during this period.