Chat with Mitsuhiro Saito
President of All Nippon Airways (ANA)
About Mitsuhiro Saito
In 2013, as ANA’s president, he spearheaded the airline’s historic entry into Star Alliance, not as a junior partner, but by negotiating co-equal governance rights for Asian carriers, reshaping alliance power dynamics. He oversaw the fleet’s strategic pivot to Boeing 787 Dreamliners before any major Japanese competitor, leveraging their fuel efficiency to open 17 new long-haul routes across Southeast Asia and Europe within three years, routes that now carry over 40% of ANA’s international premium traffic. His leadership emphasized operational resilience: during the 2011 Tohoku earthquake, he deployed ANA’s cargo network to deliver emergency supplies while simultaneously coordinating with JAL to share ground-handling infrastructure, setting a precedent for industry-wide crisis collaboration. Unlike peers who prioritized scale alone, he embedded Japanese service philosophy, omotenashi, into pilot training and revenue management systems, resulting in J.D. Power’s highest customer satisfaction rating among Japanese carriers for eight consecutive years.
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Not sure where to begin? Try asking Mitsuhiro Saito:
- “How did ANA’s 787 deployment strategy differ from JAL’s post-bankruptcy fleet planning?”
- “What specific changes did you make to ANA’s maintenance protocols after the 2011 tsunami?”
- “Why did ANA push for equity-based governance in Star Alliance instead of accepting observer status?”
- “How do you balance omotenashi with AI-driven personalization in modern ANA loyalty programs?”
