My family recently flew from HND to YVR on ANA followed by a code-share connection on Air Canada. I have not travelled on a foreign carrier for many years so my experience came as a shock.

We arrived at HND to check in 3 hours early, anticipating language difficulties in an unfamiliar airport. I approached the self-check-in terminal and an ANA employee asked if I needed help and then she checked my family in. She summoned another ANA employee who walked us over the to check-in area and handed us off to the check-in agent who was standing in front of the counter, smiling and waiting for us. Five or six other ANA agents stood awaiting their customers in the same way. There was no line-up at check-in.

The agent checked us in, triple checked the details of our connecting flight and seats, and explained everything to us about connecting with our baggage etc. She looked up the meal times and let us know what was being served. We then proceeded through security which took about one minute as there was no line there either.

On returning to Canada, after the usual customs line-up, we went to domestic connections to re-check our luggage. A man sat playing on his iPad where the line branched left or right. Without looking up from his iPad he attempted to direct us into the right line. Figuring out the right line ourselves, we arrived to find two staff, one with her back turned to us, talking loudly about their personal business. "He had hives all over his body!". Just what I want to hear when I arrive jet-lagged and tired. One of the fatties took our luggage without any of the grace or helpful attitude that the ANA employees had shown.

I am embarrassed that this is the sort of customer service that Canadians provide. The Japanese check-in staff took good care of us, and most importantly made us feel that we were being taken care of. The Canadian staff seemed to view us as an inconvenience to be gotten rid of as soon as possible.

Just wondering if Air Canada should send its employees on a flight to Japan to see a different standard of customer service.