Japan Airlines
View company profile →
Family with 3 kids treated horribly
We travelled as a family of 5 from London to Tokyo with three kids under five years old. We purchased an extra premium economy seat for our 1 year old as we were told we could strap her into a car seat on top of the premium econ seat. Just prior to boarding they confiscated our car seat as they were unsure of the regulations (turned out they were incorrect) and offered no solution for our 1 year old but to carry her on our lap. At one stage they said just put her in the seat asleep and strap the belt on. The belt did not fit and she fell down and banged her head. We asked if we could trade our 2 premium economy seats for 1 bassinet seat in any class (economy, premium, business). They refused to do this even though there were available seats as they said it would disrupt the passengers who paid extra for these front row seats (none of them had kids). It was very ironic given we paid a lot more for a premium economy seat that we could not use. I wrote a few letters of complaint to their complaints department. It has been 3 months and quite a few follow ups and I have not had one singe reply