I applied for the American Express Gold Card in October of 2018, and in October of 2019, I transferred 50,000 Membership Rewards to All Nippon Airways, which I used to book a round-trip flight from Chicago-O’Hare to Tokyo-Haneda in May 2020. Initially, international travel shut down in March 2020, and I was forced to cancel my reservation. Additionally, I relocated from Milwaukee, Wisconsin to Minneapolis, Minnesota in May of 2020, so O’Hare is no longer my closest international airport. Lastly, All Nippon Airways doesn’t fly from Minneapolis to Haneda. I would have to book travel by April 30, 2023, or risk forfeiture of the miles. However, Delta Air Lines has a nonstop flight from Minneapolis to Haneda, and both All Nippon Airways and Delta Air Lines are American Express Membership Rewards transfer partners. While I understand that transfers are non-refundable, the transfer was made in October of 2019, without any possible knowledge or prediction of the unforeseen circumstances regarding international travel. All Nippon Airways has the most unneccessarily complicated website and customer service phone number I have ever encountered in 20 years of travel, even for the most technically savvy online of online travelers, so I opted to communicate my request with them by sending a letter to customer service. The response I received demonstrated a complete lack of accommodation, appreciation, consideration, courtesy, flexibility, and respect. Perhaps I will visit Japan in the future, but I will certainly not be traveling there with All Nippon Airways, as they have made it virtually impossible to redeem my 50,000 miles. Forfeiting my miles seems like the more valuable option. I caution you not to redeem your rewards for miles on an airline that makes redeeming them so complicated, especially considering their incredibly complex website and phone support.

Great Airline overall customer service is excellent and their Business class is Super comfortable in my opinion.The Food was a little Different not beeing a Japanese National but they had good Westernfood options on Board as well. Language barriers can be a problem at times, but over all definitely recommend Flying their Business class to japan if given the option or flying with them in general.

The worst airline I’ve ever flown on . Messed up our international travel reservations . Spent 2 hours at check in counter at LAX . Separated me from my wife from Haneda Tokyo , to Manila . Couldn’t reach customer service on the phone . Placed 2 calls and was on hold for one and a half hours each time before hanging up . There Manila office is closed still due to Covid ! Never ever again will I fly this airline !!!

ABSOLUTELY IMPOSSIBLE TO GET HOLD OF ANYONE AT CUSTOMER SERVICE, HAVE AN URGENT ISSUE THAT CANNOT BE RESOLVED ON THE JANKY WEBSITE, AND CANNOT GET TO TALK TO ANYONE. THE CHAT BOT IS UTTERLY USELESS. WISH I'D BOOKED THROUGH EXPEDIA :/

Worst customer telephone service ever. Holding line hours and hours.