Following the overhaul of its passenger services core system for domestic flights, ANA was unable to provide functions such as online check-in and seat selection from May to July, prompting a succession of inquiries to its call centers and airports.
All Nippon Airways (ANA) overhauled the passenger services core system responsible for domestic-flight reservations, ticketing and check-in. From May to July 2026, some online procedures became unavailable, resulting in a concentration of inquiries from many passengers. This placed significant pressure on the company's customer-service operations.
Reported problems included being unable to check in online, obtain boarding certificates and select seats. The situation led to a flood of inquiries to ANA's call centers and airport counters. The cause is believed to have been unanticipated operational workload associated with the overhaul of the on-premises passenger services core system based on a package from US-based Unisys.
The new system serves as the platform for passenger reservations, ticketing and check-in, among other functions, and was reportedly deployed in an on-premises environment based on a package supplied by Unisys. It has been suggested that preparations before implementation and the migration plan were inadequate, potentially prolonging the response by the departments responsible for system integration.
The article is available only to members, so its full contents could not be confirmed. However, as ANA moves to accelerate revenue reforms for its domestic operations and strengthen its operating structure, attention is focused on whether the incident will serve as a catalyst for broad-based improvements.