Japan's leading airline, All Nippon Airways (ANA), is currently experiencing a significant backlog in handling customer inquiries, with maximum response times reaching a staggering two months. Amid increasing customer complaints, ANA has recognized the issue, attributing it to a surge in contact volumes and a shortage of staff. The airline has promised to make improvements and shorten waiting times, but it is unclear when this will take effect.

In Japan, customer service is highly valued and businesses are expected to promptly respond to customer inquiries. The current situation with ANA is a deviation from this norm and is attracting attention. Many are viewing it as indicative of the airline's struggle with maintaining service levels amidst the COVID-19 pandemic disruptions and staff shortages.

In the US and EU, customer service response delays can negatively impact the image of a company and may even influence consumer choices. ANA’s situation parallels recent phenomena in these regions, where companies across various sectors have also experienced extended response times due to increased demand and operational challenges amid the pandemic.