ANA RESPONDS:

Thank you for giving us the opportunity to once again express our apologies to Mr Tan Kok We for his disappointing experience during his journey in July 2017. We deeply regret the inconveniences caused to Mr Tan and his family due to the waiting time at our transit desk at Narita airport. We sincerely take the feedback as an opportunity to improve our services.

For mileage or points upgrades that are not confirmed before the departure day, the seat control is solely conducted by the departure airport and we kindly ask passengers to contact the departure airport counters.

Occasionally, we are only able to confirm the upgrades shortly before departure, and in such cases, access to the lounge can only be permitted based on the eligibility of the original ticket or a Star Alliance Gold status. Our records indicated that Mr Tan purchased economy tickets, which is why the family was not allowed immediate access to the lounge.

Unfortunately, it took our service personnel at Narita airport longer than normal to confirm the seat and the mileage availability, and also to perform the upgrades for the family, which resulted in a waiting time of 30 minutes.

We have provided compensation as a symbol of our apology and expressed our apologies to Mr Tan. We regret that we could not meet his expectations.