ANA at New Delhi Airport are distorting the facts. Their reaction to the complaint was negative.
The response from the ANA Duty Manager Ms. Rawat at New Delhi Airport was very disappointing as it lacked empathy, sensitivity and a diplomatic stand on the entire matter. She was clearly siding with her staff.
It was obvious that they are not interested in their passengers' feedbacks or complaints and they are not willing to make it up to their customers the way Emirates does or even offer a sincere apology. Instead they are out to contradict the customers all the time. I am particularly disappointed because I expected better from a Japanese Company.
ANA should be more selective about their Airport staff and teach them to demonstrate sensitivity in addressing complaints through emails. Instead of neutralising a passenger they tend to alienate their passengers. Perhaps travel agents were right in telling me to choose other airlines over ANA over the years. The only reason we always chose ANA was only because of their reservations office staff.
I talked to the ANA Reservations Delhi office and they too agreed that the whole idea of web check-in is to save time and give entire information including visa details of a traveller before arrival at the airport to make it easier for the traveller.
Now even if ANA systems were down that is not the passenger's problem specially when the passenger has already updated all her details including Green Card number a week before travel. It is untrue that the Green Card number was not updated in her record with them as Ms. Khan had informed my mother because I did it myself on ANA website because I manage her bookings. We know the procedure as we are frequent flyers and that too with ANA, Emirates and Lufthansa on this route. There is this form for travel to America regarding visa or immigration details which has to be filled in much in advance or the passenger may be denied boarding and once that is accepted from their end does the Airline allow web check-in to that passenger on that route.
Ms. Rawat claims that Ms. Khan had informed my mother that the delay was only due to the systems problem which is not true. Ms. Khan did not say that the delay in check-in was ONLY due to system outage but she said that she needed to update the passenger's Green Card on the system as well which does not make sense as my mother's green card number had been accepted by ANA system many days before the system outage. In that case why did she want to swipe the Green Card ?
