Japan Airlines
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When BA let us down, JAL were amazing.
We were due to fly back from Japan on 21/06/23 with BA. British Airways unexpectedly cancelled our flights the morning before departure. It took an entire day trying to contact British Airways without success & the rebooking facility on their website was failing with an ambiguous message. After multiple failed attempts to contact them, including asking my wife to contact them in from the UK, we headed to Haneda airport to attempt to speak to someone there. On arrival we found out that the BA desk was closed so we spoke to the Japan Airlines ticketing desk since the alternate flight we wanted was with them. The Japan Airline staff went above & beyond. They were kind, professional & courteous. They allowed us to use their phone & gave us a direct contact number for BA as the number BA had provided us with was not working. After approximately 45 minutes of dealing with BA's unprofessional customer service who were laughing in the background of the calls & cut us off twice, we were able to get the flights rearranged with Japan Airlines. The Japan Airlines staff got us booked on & checked in quickly, also giving us access to their excellent lounge facilities which I did not expect. They demonstrated absolute professionalism throughout, the polar opposite to our experience with British Airways. I would wholeheartedly recommend Japan Airlines based on this experience.