The Crew Behind Excellence:
Inside ANA's WORLD CLASS Recognition
Honored at the 2025 APEX/IFSA Global Expo, ANA teams share how they deliver excellence across safety, sustainability, service and cuisine
At the APEX/ISFA Global Expo 2025, ANA was honored for its unwavering commitment to delivering exceptional passenger experiences.
Held in Long Beach, California this past September, the three-day event brought together global leaders in aviation. The Airline Passenger Experience Association (APEX)—North America's largest airline industry association—and the International Flight Services Association (IFSA), dedicated to advancing in-flight service quality, presented several top honors to ANA.
ANA was named a 2026 APEX WORLD CLASS airline for the second consecutive year, and received IFSA's “Innovation Award for Best Cabin 2026” for its new international Business Class seat, THE Room FX. The WORLD CLASS designation recognizes airlines operating at the highest global standards across four pillars: Safety & Well-being, Sustainability, Service–Guest Experience, and Food & Beverage Execution. Each category is evaluated through expert onboard audits and customer feedback.
In this edition of ANA Stories, colleagues across the ANA Group reflect on what these recognitions mean to their teams and to ANA customers.
Safety & Well-being
First, Yuri Nagamatsu from the ANA Cabin Attendant Training Department explained how the team instills safety and service as the foundation of every crew member's role.
“Our team oversees training for new cabin attendants, building on the core value of safety and fostering a strong service mindset,” said Nagamatsu. “This enables attendants to anticipate customer needs and provide thoughtful, personalized care.”
The team continues to develop cabin attendants who can enhance hospitality while responding to diverse needs and creating a strong sense of well-being for customers.
Sustainability
Next, Yuriko Nemoto, of the ANA CX Strategy Department's Accessibility Cleanliness & ESG Service Planning Team, described the company's efforts to reduce environmental impact.
“Through initiatives such as weight reduction, digitalization and plastic-use reduction, the ANA Group is advancing sustainability under the philosophy of ANA Future Promise,” said Nemoto. “Examples include digitizing onboard printed materials, offering meal pre-order services, and transitioning to lower-impact materials for in-flight service items.”
These ESG initiatives support ANA's environmental goals while improving transparency and enhancing the overall customer experience.
Service-Guest Experience
Next, Nobuko Matsumoto, an ANA cabin attendant, shared how the crew brings ANA's signature hospitality to life.
“As a Chief Purser, I am dedicated to team management that respects the diversity of everyone onboard and creates an atmosphere where customers feel, ‘I’m glad I chose ANA,’” said Matsumoto. “Our defining strength is the ‘ANA Team Spirit,’ expressed through sincerity and the concept of ichigo ichie — one encounter, one lifetime.”
Using data-driven tools, cabin crew deliver personalized service that elevates omotenashi (Japanese hospitality) and creates memorable in-flight experiences.
Food & Beverage Execution
Finally, Seigou Mori, Head Chef of Japanese Cuisine at ANA, offered insight into the ANA Group's commitment to high-quality food and beverage.
“We are committed to high-quality, meticulously crafted Japanese cuisine that is both sustainable and inclusive of diverse dietary needs,” said Mori. “By emphasizing dashi (stock), a foundation of Japanese cooking, we create rich flavor and aroma –even in the cabin.
At the IFSA Global Expo, Mori and his team demonstrated traditional techniques like Washoku, using locally sourced U.S. ingredients, preparing sashimi platters and showcasing dashi preparation. ANA was also a finalist for the “Best Inflight Food or Beverage 2026” award.
Uniting the ANA Group
As an APEX WORLD CLASS airline, ANA continues to honor the dedication of employees across all departments who work together to deliver exceptional products and services.
Looking ahead, ANA remains committed to offering comfortable, memorable journeys for all passengers and to being the airline group of choice for travelers around the world.