All Nippon Airways (ANA), one of Japan's major airlines, is facing a significant customer service crisis following the introduction of its new domestic fare structure last month. The airline has issued a formal apology after being overwhelmed by customer inquiries, with response times stretching from two weeks to as long as two months, according to reports from NHK and other Japanese media outlets. The customer service breakdown has left both Japanese and international travelers struggling to get answers about the airline's revamped pricing system. Phone lines to ANA's service centers have become nearly impossible to access, while email responses are experiencing unprecedented delays. For foreign residents in Japan who frequently use domestic flights for business or leisure travel, these communication challenges add an extra layer of difficulty to an already complex situation. According to NHK, ANA acknowledged the problems on its official website, apologizing for the difficulty customers face when trying to reach service representatives by phone and the extended waiting periods for email responses. The airline attributed the overwhelming volume of inquiries directly to confusion surrounding its new domestic fare structure, which was implemented in May 2026. News reports from Livedoor indicate that ANA's inquiry system has essentially reached a breaking point, with some customers waiting between two weeks and two months for responses to their questions. This extended delay period is particularly problematic for travelers who need to make time-sensitive decisions about bookings, cancellations, or fare changes. The new fare system represents a significant departure from ANA's previous pricing structure, though specific details about the changes have not been widely communicated in English-language resources. This language barrier compounds the challenges for expats and foreign residents who may already face difficulties navigating Japanese airline policies and need customer service assistance to understand their options. For foreign residents planning domestic travel within Japan, the current situation presents several practical challenges. Those who need to modify existing bookings, understand fare rules, or resolve billing issues may find themselves in a frustrating waiting period with limited recourse. The inability to reach customer service representatives by phone means that travelers cannot get immediate answers to urgent questions about their flights. Experts suggest that the crisis highlights broader issues with how major service providers in Japan handle system transitions and customer communication, particularly for non-Japanese speaking customers. While ANA offers some English-language support, the overwhelming volume of inquiries appears to have strained all customer service channels regardless of language. Travelers are advised to build extra time into their planning processes when dealing with ANA bookings. Those with upcoming flights should review their reservations carefully and attempt to resolve any potential issues well in advance of their travel dates. Given the current response delays, waiting until shortly before a flight to address concerns could result in unresolved problems. The airline has not announced a specific timeline for when customer service operations will return to normal levels or provided details about additional resources being deployed to address the backlog. Until the situation improves, passengers should consider alternative communication methods and be prepared for significant delays in receiving assistance. For expats living in Japan who rely on domestic air travel, this situation serves as a reminder to carefully document all booking confirmations, maintain records of any communication attempts with the airline, and consider travel insurance that might provide additional support channels. As ANA works to resolve its customer service crisis, passengers will need patience and careful planning to navigate the current challenges.