Taipei to Narita on 8/30 had a serious delay and the way ANA handling it was a mess. First of all, the ANA crew did not know anything about the problem or they knew but they did not tell us, there was no communication between the airline company and customers. All we can do was keep waiting for another delay announcement. A lot of people need to transfer at NRT so the staff let them change the tickets first, that I can totally understand. However, as a business class passenger, I should have the priority to change my flight to other Star Alliance member such as EVA Air, but there was no line for that and after 3 hours waiting in line, one of the staff said the system was closed and my flight cannot be changed. They should just tell us immediately so people did not have to wait for hours. ANA did not arrange a hotel for us, I was flying from JFK to TPE then transfer to NRT, the time I arrived at TPE was 4 am, the time I left TPE was 11 pm, 19 hours of waiting, it was a nightmare. I can assure you I am the passenger who waited for the longest hours. In this case, ANA obvious did not know when the plane can be fixed, they should just arrange a hotel for passengers instead of kept postponing boarding time without explanation. ANA paid 15,000 yen for communication is barely enough, the taxi from the airport to my hotel was around 10,000 yen, with the tips and tax there’s not much left. At Taipei, food vouchers were not enough, foods were expensive at the airport. 200-300 Taiwanese dollars can’t even get a regular lunch set or dinner set. To sum up, this trip was a nightmare because of this incident. The most disappointing things were the way ANA deal with it. I fly ANA quite often and I always have a good impression, but from this incident, I could not believe it is a 5-star airline.
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