All Nippon Airway

Dear Valued ANA Mileage Club member: We acknowledge receipt of your updated message forwarded by the Metro Washington DC/Eastern Pennsylvania branch of the Revdex.com via email on April 11, In our review, it has come to our attention that the use of your AMC account may violate the Terms and Conditions of our program, resulting in account suspension by our Fraud Division on February 21, We understand suspension is based on the suspicious pattern of award redemptions for family members and multiple accounts in your name, including a newly opened account on March 21, Please note these additional accounts are also suspended We ask you to review our published AMC Terms and Conditions, which you agreed to during the application process, located at: [redacted] Pursuant to Article 11, indicating award usage is limited to family members within generations, ANA is entitled to ask member to provide documentation proving family relationshipsWe also refer you to Article 29, indicating that the improper use of awards, program rule violations, as well as notification, will result in membership cancellation, loss of all accumulated mileage, and suspension of any unused award tickets In good faith, it is possible to reinstate the account upon receipt and verification of legal documents establishing your family relationship with the multiple award usersAdditionally, reinstatement limited for your own personal award usage is possible by forwarding us a copy of your current passportYou may send such documents to my attention via our website as previously explained It is acknowledged that ANA accepts mileage deposits after an account is suspended, since the suspension is temporary pending receipt of required documentsIt is also each member’s responsibility to manage their respective accounts that are accessible 24/via website loginIn response to your request to reverse the deposited miles back to your [redacted] account, please kindly refer to: [redacted] As noted, once points have been transferred to AMC, the transaction cannot be reversedIn conclusion, we genuinely regret the inconvenience experienced, and respectfully request your full understanding and support that ANA strictly adheres to the Terms & Conditions of our AMC program to ensure fair and equitable service to all membersSincerely, Gloria L [redacted] ***, Executive Advisor ANA Customer Relations & Services, The Americas

ATTN Revdex.com-Metro Washington DC & Eastern Pennsylvania Please be advised that the following response to Complaint ID [redacted] was sent from [redacted] via the Revdex.com website on December 28, 2016Dear Valued Customer:ANA Customer Relations & Services, The Americas, acknowledges receipt of your claim that was forwarded to my attention for handling by the Metro Washington DC/Eastern Pennsylvania branch of the Revdex.com via email on December 21, 2016.Above all, we genuinely appreciate your membership in our ANA Mileage Club (AMC), and understand your concern about a schedule change with an AMC award ticketed reservation from Hefei to Houston via Beijing on our [redacted] partner carrier [redacted] ***As you may be aware, our colleagues in Japan recently negotiated with [redacted] on your behalfBased on their efforts, you are now confirmed on [redacted] Flight 1846, July 27, 2017, Hefei to Beijing, with a same day connection to [redacted] # ***, Beijing to Houston In good faith, and for future reference, we request your kind support that ANA has no control regarding schedule changes made by partner carriersAs a reminder, when applying for AMC membership, all applicants are required to agree to the AMC Terms and Conditions which may be reviewed online at:http://www[redacted] /Please refer to Article entitled “Services provided by participating program partners.” As Item reflects, these partners assume responsibility for products and services that they offer, and ANA does not guarantee themAdditionally, members are advised to use such partner services including awards based on the member’s own judgment, and ANA shall not be held responsible for a partner’s products and servicesThank you for bringing this matter to our attentionDespite any negative impressions formed on this occasion, we genuinely appreciate the opportunity to respond to your concernSincerely,Gloria J***, Executive Advisor ANA Customer Relations & Services, The Americas

Dear Valued Customer: ANA Customer Relations & Services, The Americas, acknowledges receipt of your claim and refund request that was forwarded to my attention for handling by the Metro Washington DC/Eastern Pennsylvania branch of the Revdex.com via email on October 11, We are genuinely sorry to learn about your disappointment with ANA regarding aircraft changes to your round-trip journey between New York JFK and Shanghai-Pudong via Tokyo-Narita, departing October and returning December As previously advised by our Customer Service Center on June 30, and via email from Customer Relations & Services on July 01, aircraft equipment is subject to change without noticeAs a reminder, and since your reservations were confirmed and ticketed via our website, please kindly refer to the disclosure that you agreed to upon ticket purchase, listed under “Other Conditions of Use” about aircraft changes: http://www.ana.co.jp/wws/us/e/local/book-plan/reservation/read/ Also, you may know that an airline ticket represents the contract between passengers and airline companies, and travel is subject to each carrier’s “Conditions of Carriage.” We respectfully ask you to review ANA’s contractual obligations regarding Involuntary Refunds as noted in Article 13, Paragraph C at: http://www.ana.co.jp/wws/us/e/asw_common/siteinfo/conditions-of-carriage/ As described, such refunds are only applicable in cases when a passenger is prevented from traveling as ticketed due to schedule changes or flight cancellations In good faith, while we acknowledge the equipment changes, the ticketed flight schedules have not changedUltimately, please note there is no justification to provide an involuntary refund While our response may differ from your expectations, we appreciate the selection of ANA for your travel needs, and look forward to serving you Sincerely, Gloria L [redacted] ***, Executive Advisor ANA Customer Relations & Services, The Americas Tell us why here

Dear Valued ANA Mileage Club (AMC) member: ANA Customer Relations & Services, The Americas, acknowledges receipt of your claim that was forwarded to my attention for handling from the Metro Washington DC/Eastern Pennsylvania branch of the Revdex.com via email on April 03,
First, we appreciate your membership in our ANA Mileage Club (AMC), and understand your concern about the suspension of an AMC account, and a subsequent mileage deposit made via *** *** points after the suspensionIn order to assist you, please note we need additional information including the suspended account number (last four digits are sufficient), as well as your date of birth, registered address and telephone number, and registered email addressSince it is important to protect your privacy, it is best to contact ANA directly via our Americas’ Website at: *** Thank you for bringing this matter to our attentionWe request for your patience and kind support, and await the requested informationSincerely,Gloria L* *** ***, Executive AdvisorANA Customer Relations & Services, The Americas

Dear Valued Customer: ANA Customer Relations & Services, The Americas, acknowledges receipt of your claim that was forwarded to my attention for handling via email on March 13, from the Metro Washington DC & Eastern Pennsylvania Revdex.comPlease excuse our delayed response
since it took time to receive the report from ANA ManilaAbove all, we sincerely appreciate the choice of ANA for you and your family’s travel needsAt the same time, we regret the circumstances that prompted you to write, and for the inconvenience experiencedWe were truly sorry to learn that your wife was refused boarding on ANA Flight ***, March 01, Manila to Tokyo-Haneda due to insufficient documentation, while enroute to Portland via Vancouver, CanadaAs explained at check-in, foreign nationals (except US citizens) are required to obtain an Electronic Travel Authorization (eTA) in order to transit CanadaYou may review this information at: *** According to the Manila report, our staff promptly assisted your wife to request an eTA using ANA’s ticket counter computerWhile waiting for confirmation, they suggested contacting the original booking agency, *** ***, to request a reroute via the USA instead of CanadaPlease note that since your tickets were issued using a special contract fare, flight changes are to be handled by the original issuing office We understand you decided to delay the rerouting, and chose to wait for eTA confirmationPrior to counter closure, the report reflects that we asked if you and your children would prefer to travel as ticketed, since the eTA confirmation may not arrive in time for your wife’s departureThe report reflects you agreed, and boarding passes were printedAs you may recall, our counter closure time was extended as a courtesy, and we understand you ultimately decided not to fly as ticketed, leaving the counter with all family membersAs indicated in your claim, you agree it is each passenger’s responsibility to check and obtain all required travel documentsContrary to your request, we are unaware of any airline that provides automated email notice about documentation needsAdditionally, and since the travel agency managed your travel record, please note we did not find evidence of direct contact between you, your wife, and ANA prior to USA departureAs you may know, an airline ticket represents the contract between air carriers and passengers, and travel is subject to each carrier’s Conditions of CarriagePlease kindly review Article in ANA’s published contract regarding Administrative Formalities at: ***
We respectfully refer you to paragraph (B) (2), indicating that ANA shall not be responsible for any loss or damage incurred should passenger’s fail to obtain the necessary documentsWe also refer you to paragraph D, explaining that ANA is not responsible when boarding is refused due to lack of such documentsIn good faith, we genuinely empathize with your disappointment, and request your kind support that ANA bears no responsibility for this unfortunate incident Based on the above, please understand that ANA is unable to reimburse the cost of newly purchased tickets from Manila to PortlandFor your reference, we authorized a partial involuntary refund for the unused portions of your ANA ticketsWe ask that you contact *** ***, and have them call ANA to coordinate the refund processThank you for bringing this matter to our attentionWhile unable to meet your expectations on this occasion, we may only hope for another opportunity to regain your good opinion of our servicesSincerely,Gloria L* *** ***, Executive Advisor ANA Customer Relations & Services, The Americas

Dear Valued ANA Mileage Club member: We acknowledge receipt of your updated message forwarded by the Metro Washington DC/Eastern Pennsylvania branch of the Revdex.com via email on April 11, 2017. In our review, it has come to our attention that the use of your AMC account may violate the Terms and Conditions of our program, resulting in account suspension by our Fraud Division on February 21, 2017. We understand suspension is based on the suspicious pattern of award redemptions for family members and multiple accounts in your name, including a newly opened account on March 21, 2017. Please note these additional accounts are also suspended.   We ask you to review our published AMC Terms and Conditions, which you agreed to during the application process, located at: [redacted] Pursuant to Article 11, indicating award usage is limited to family members within 2 generations, ANA is entitled to ask member to provide documentation proving family relationships. We also refer you to Article 29, indicating that the improper use of awards, program rule violations, as well as false notification, will result in membership cancellation, loss of all accumulated mileage, and suspension of any unused award tickets.    In good faith, it is possible to reinstate the account upon receipt and verification of legal documents establishing your family relationship with the multiple award users. Additionally, reinstatement limited for your own personal award usage is possible by forwarding us a copy of your current passport. You may send such documents to my attention via our website as previously explained.   It is acknowledged that ANA accepts mileage deposits after an account is suspended, since the suspension is temporary pending receipt of required documents. It is also each member’s responsibility to manage their respective accounts that are accessible 24/7 via website login. In response to your request to reverse the deposited miles back to your [redacted] account, please kindly refer to: [redacted] As noted, once points have been transferred to AMC, the transaction cannot be reversed. In conclusion, we genuinely regret the inconvenience experienced, and respectfully request your full understanding and support that ANA strictly adheres to the Terms & Conditions of our AMC program to ensure fair and equitable service to all members. Sincerely, Gloria L[redacted], Executive Advisor ANA Customer Relations & Services, The Americas

Dear Valued Customer:   ANA Customer Relations & Services, The Americas, acknowledges receipt of your claim and refund request that was forwarded to my attention for handling by the Metro Washington DC/Eastern Pennsylvania branch of the Revdex.com via email on October 11, 2016....

We are genuinely sorry to learn about your disappointment with ANA regarding aircraft changes to your round-trip journey between New York JFK and Shanghai-Pudong via Tokyo-Narita, departing October 28 and returning December 01. As previously advised by our Customer Service Center on June 30, and via email from Customer Relations & Services on July 01, aircraft equipment is subject to change without notice. As a reminder, and since your reservations were confirmed and ticketed via our website, please kindly refer to the disclosure that you agreed to upon ticket purchase, listed under “Other Conditions of Use” about aircraft changes:   http://www.ana.co.jp/wws/us/e/local/book-plan/reservation/read/   Also, you may know that an airline ticket represents the contract between passengers and airline companies, and travel is subject to each carrier’s “Conditions of Carriage.” We respectfully ask you to review ANA’s contractual obligations regarding Involuntary Refunds as noted in Article 13, Paragraph C at:   http://www.ana.co.jp/wws/us/e/asw_common/siteinfo/conditions-of-carriage/   As described, such refunds are only applicable in cases when a passenger is prevented from traveling as ticketed due to schedule changes or flight cancellations.   In good faith, while we acknowledge the equipment changes, the ticketed flight schedules have not changed. Ultimately, please note there is no justification to provide an involuntary refund.   While our response may differ from your expectations, we appreciate the selection of ANA for your travel needs, and look forward to serving you.     Sincerely,   Gloria L[redacted], Executive Advisor ANA Customer Relations & Services, The Americas   Tell us why here...

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:My account was suspended on February 2017 this year, I called ana on march 2017 and I was told that my ana account had been closed, and they told me my transferred pints will be returned to amex since my account has been closed. But now they told me my account has vialation and suspended my account with these 190k points and claimed these points can't be returned and they will take these points from me. This is  like a robbery of customers' miles. 
I strongly request ana airline to return my points.
Regards,
[redacted]

ATTN Revdex.com-Metro Washington DC & Eastern Pennsylvania Please be advised that the following response to Complaint ID [redacted] was sent from [redacted] via the Revdex.com website on December 28, 2016Dear Valued Customer:ANA Customer Relations & Services, The Americas, acknowledges receipt...

of your claim that was forwarded to my attention for handling by the Metro Washington DC/Eastern Pennsylvania branch of the Revdex.com via email on December 21, 2016.Above all, we genuinely appreciate your membership in our ANA Mileage Club (AMC), and understand your concern about a schedule change with an AMC award ticketed reservation from Hefei to Houston via Beijing on our [redacted] partner carrier [redacted]. As you may be aware, our colleagues in Japan recently negotiated with [redacted] on your behalf. Based on their efforts, you are now confirmed on [redacted] Flight 1846, July 27, 2017, Hefei to Beijing, with a same day connection to [redacted] # [redacted], Beijing to Houston.    In good faith, and for future reference, we request your kind support that ANA has no control regarding schedule changes made by partner carriers. As a reminder, when applying for AMC membership, all applicants are required to agree to the AMC Terms and Conditions which may be reviewed online at:http://www.[redacted]/Please refer to Article 6 entitled “Services provided by participating program partners.” As Item 1 reflects, these partners assume responsibility for products and services that they offer, and ANA does not guarantee them. Additionally, members are advised to use such partner services including awards based on the member’s own judgment, and ANA shall not be held responsible for a partner’s products and services. Thank you for bringing this matter to our attention. Despite any negative impressions formed on this occasion, we genuinely appreciate the opportunity to respond to your concern. Sincerely,Gloria J[redacted], Executive Advisor ANA Customer Relations & Services, The Americas