Japan Airlines

It's a bit expensive because it's a legacy carrier but the service is really great. So if your company reimburse your trip cost, JAL is one of the best choices. Meals are also great for me. Some people said their meals were bad, but I think it's because Japanese cuisines don't have much taste unlike American ones. That's just a culture difference, not JAL's fault. I want to use JAL again!

Booked 6 months ago to get best prices. 5 days ago received email to say they are changing the flight times. Our flight home now leaves before our cruise ship docks so obviously we can't accept it. They want to charge us £1500 for a flight later that day even though it's not our fault. Options are only pay extra for flights or refund. Decide to take the refund - the agent can't add up so kept telling me an amount that was less than what we had paid. We went round and round - she went to talk to her manager and came back and said they weren't paying any more than the lower figure. I went through the maths for a final time and finally she got it. Appalling customer service - maybe we are lucky if this is now they behave before we have even flown!

I’ve not flown yet but Ive received emails each week for months since I booked telling me there’s a seat change. I get random calls all through the day for a split second not enough to answer from JAL. I just called and finally got through after an hour on hold. Just finding the number is impossible on the site and there’s no email anywhere for customer service. I asked why it is that my extra legroom seat I paid extra for was cancelled with no refund and others seem to have kept theirs - I was told it’s first come first serve. Yet when I booked the flight nobody had selected a seat? Email confirmations are in a weird format, the app can’t find my booking and I’m nervous this flight wont even happen. My first call handler when the seat was first change said rather threateningly ‘you haven’t paid for an upgrade’ whilst I had my booking in-front of me detailing the extra cost, and then they said I need to confirm the change or they’ll cancel the booking. Pretty appalled with customer service so far. **edit** Took that first flight, no seat changes offered. The seats in economy have an awful shape to the lower back. I explained this and I was told I’d just have to deal with it and given an extra pillow. 14 hour flight was terrible, got another one to look forward to on the return.

Flew Jal LHR-HND economy return. You are forced to close shades and they dim the cabin for 7 or 8 hours no matter what time you board. One (unappetising) meal on nearly 15 hour flight. Impossible to reach their Europe telephone line. In-flight entertainment very limited and poor unless you like Hollywood action blockbuster films. Will avoid JAL in future. Crew seemed annoyed when I asked for a hot drink during the long dim out period.

We booked 7 sectors in JAL business class. Before we left there were five changes in flight times including one flight that would have taken off before we had arrived on the connecting flight. As a result of the changes we lost a day and a half in Tokyo. Our luggage was lost for three days on arrival in Sydney. We wasted the three days hunting for clothing as we were going a cruise. When we got home they lost our luggage again. Lastly there was a change of aircraft. So the seats were not as advertised. We were offered USD 125 compensation each by way of a card charged with the dollars. We asked their staff if they would work in the EU and were told yes. They don't work in the EU or south America. I have emailed various service centres around the world to get this sorted. I get promised resolution but then redio silence. Nothing and the cards expire shortly. Not a great experience.

Really good service, they sent me a custom JMB card even though I live in Europe and they sent to me from Japan. Also delivery was really quick for international postage.

A due settimane dalla partenza la compagnia ha modificato uno dei due voli di ritorno rendendo impossibile il viaggio. Preciso che nessuna mail ci è arrivata, abbiano scoperto noi la cosa essendoci accorti che non si vedeva nulla dal sito, non eravamo più in grado di vedere la nostra prenotazione. Abbiamo così fatto una richiesta di rimborso tramite l’agenzia intermediaries tramite cui abbiamo acquistato i biglietti e ad oggi la compagnia non ha ancora risposto! Manca ormai davvero poco al viaggio e non sappiamo ancora come partire e tornare! Assurdo, mai successo prima una cosa del genere

We paid for specific seats in the plane. Got an email confirmation. But on the departure they gave us other poorer seats.

Ottima compagnia di bandiera, precisa e attenta ai dettagli, proprio come il popolo giapponese. Peccato averla presa solo da Kyoto a Hong Kong.

I fly a lot in Asia. JAL is consistently the best airline in this part of the world. Receive excellent service from the flight attendants and the food quality is high. The only drawback I have experienced is the hold times . It can be hours to reach a representative by phone.

The Thai hostess attacked me immediately on board while I reached for my seat.I took the photo of sky suite seat nearby without people in that seat.Her first ask was Are you Thai? You took photo and there is other people in that photo.I said to her Is there anyone report me? I showed her the photos in my phone.There was noone in my photos.She looked down on me with a glimsp of wicked smile on that red lips.I felt bad with this Thai Hostess.I didn't feel like to eat ( and I know the meal during inbound flight was not attractive), I refused all meal and drink.I was angry with this unrespectful hostess.

I have tickets for 1 month and there have already been 4 changes. Change of flight time to Tokyo, then from Tokyo, then change of seats so we don't even sit together and finally change of departure day!!! Horrible company!!!

Worst company I ever flew with. We were a family of four and they put us apart in the airplane in a 15 hours flight !!!!!! And we were left hungry!!

This is a very disappointing negative experience with Japanese Airlines (JAL) Manager “Kobayashi” at the Narita Airport Departure Terminal.  Think twice before considering flying with JAL due to their leadership. Imagine being a foreign passenger flying back from Bangkok to the US.  The Bangkok to Tokyo flight is an overnight flight and you arrive at the Haneda(HND) Airport in Tokyo around 6am; go through Customs and retrieve your checked baggage and then travel via Bus while lugging this already checked baggage over1.5 hours to the Narita (NRT) Airport. Upon arriving at NRT Airport, the JAL kiosks will not allow you to check in and state “see attendant.”  After tracking down a JAL representative, she rips off your JAL baggage tag and tells you to go to the JAL Desk.  After waiting at the line for the JAL desk, she then re-appears as you are trying to explain the situation to a different JAL representative.  They both then escort you to a different JAL desk where they eventually call Manager “Kobayashi” while they speak presumably in Japanese saying things you do not understand.  You are extremely tired and want to get the bag checked in so you can sleep for a few hours at a nearby hotel before your flight departs at 6pm for the US.  Finally, Manager “Kobayashi” is able to get a Boarding Pass printed for you but asks if you had inserted anything new into your checked bag because it is now 3.6kg overweight despite it not being considered overweight when you checked in for the trip in Bangkok with JAL.  When you ask Manager “Kobayashi” if he can just let the bag through, he states that the extra 3.6kg weight of the bag can cause an uneven balance of weight on the plane and is supposedly not safe for the plane;  but then he states that if you pay a significant amount of money, he can let that same bag through.  Basically, if you pay a significant amount of money they would disregard this supposed safety hazard but they would not disregard the supposed safety hazard for free. As a premium economy passenger, you are allowed 2 free checked bags but this is the only bag you are checking in. “Kobayashi” again asks you to pay the money but you refuse and remove 3jeans, 2 shirts and a toiletry bag and place them into a plastic bag (see pictures) which you then carry.  JAL and Manager “Kobayashi” displayed extremely poor customer service; despite their errors, they refused to do the right thing in Tokyo.  It is funny that they try to charge you extra money when they screwed up. At the NRT Sakura Lounge, you insert your laptop bag and this plastic bag into one of the storage lockers but it will not open as instructed when you are trying to walk to the terminal for boarding your flight.  The lounge representatives are very concerned and eventually able to get the locker open but your boarding is delayed (see videos). I guess the bright side is that at least JAL didn’t try to charge you money for this screw up as well.

The JAL San Diego team provided excellent servicing. The agents were mindful of our needs, as we had difficulty with the payment page for reservation at the JAL website. Agent Ms. S. Hamano showed great patience as we described our family urgency and was able to assist with securing flights. She was very thorough with dates, pricing and seats for two reservations. Ms. Hamano exhibited truly exceptional servicing. I definitely recommend Jal for international travel needs!

We had booked the ticket from Bangalore, Karnataka, India to Seattle. Travel agent recommended for 2 stop over. Booking ref. 2VMBSV and flight nos. JL754 & JL7018. flight was from Bangalore to Japan, Japan to LA and LA to Seattle. Bangalore to Japan (Namita air port) was good. In Namita airport, there was no one to guide and to issue temp. Visa. Took 3 hrs. to catch flight from Japan to LA, we had to go to Haneda air port (about 1hr.40min.) No body could communicate properly. Flight got missed by 20 min. Alternate arrangements were not made or they were not bothered to know the delay at Namita air port due to lack of information. Even in Bangalore JAL Counter, we were misled about the time from Namita to Haneda. Language issue, lack of co-operation resulted in severe mental tension. Amount demanded for next flight was $3800/- per person. Finally, we had to book 2 tickets in Delta Airways, which was cheap and good, also direct to Seattle. My sincere advice is NOT TO GO BY JAL WITH 2 STOP OVER. Our return ticket which was on 31st October, got cancelled without refund. THIS IS BEYOND HOPELESS. Think about ladies travelling in such conditions. Their life will be measurable.

I bought a full price flight ticket from Dublin to Osaka in March to fly in November. I bought the ticket with a passport that was about to expire, so when I tried to update it only, I couldn't access my reservation online. -1 point. Then, I called to update my passport and I heard my flight was cancelled and I was given only horrible options that increased my connections. No apologies, no compensation, just replacing my choice with a bad one. - 2 points. I was running late to an appointment so I accepted. Then I checked the website and I found out there were better options, they were just not told to me. - 1 point. I got an email to accept the changes, and I denied because I wasn't happy about it, and of course I couldn't change through the website. - 1 point. I called and I was being hung up. I managed to call another day. I asked to switch both flights. I was told the first was changed but the second would cost, which I only have to change because the flight was cancelled. I asked how much, the agent said they didn't know. - 1 point. Then, after a whole day of waiting to get a calculation, I wanted to pay but I couldn't, only the next day. -1 point. The following day, the price changed from €231,72 to €304,99 with no apologies, no compensation, just ''I miscalculated''. Just the choice: if you want a better option than the one that was cancelled, pay the price. - 5 points. I told the agent to pass on to her superiors how I felt about all that, her response was ''thank you for your understanding''. I don't want a thank you, I want action, solutions. And now that I got the ticket, the Tokyo to Osaka wasn't changed, and the total amount on the receipt is €124,99. - 3 points. -15 points and I didn't even board the flight. This is an absolute joke, I'm being disrespected and taken advantage of.

We booked through BA to Tokyo hotel and flights , BA as normal we could choose our seats , and upgrade if we wanted to , We had the dream liner , brilliant seats , Staff were so good and food and drink plentiful, cans of cold coke, wine beer ect , then our snacks and breakfast and dinner , Now on to JAL 🙁 First of all we could not book our seats online they were allocated to us over phone , my husband is over 6 foot we wanted to get extra leg room , we rang we asked at desk on way home , no sorry we can’t , no seats available , well when we got on plane there was loads of extra leg room seats left , absolutely fuming , then the food and drink was awful compared to Cathy pacific , and BA , warm coke ,hardly any snacks and when u asked for a drink the staff looked like you swore at them , I will never fly with JAL again it’s a shame I had high hopes for the airline.

4 heure de retard , nous avons perdu 1 après-midi d’excursion et transports que nous avons dû prendre à notre charge . Aucunes prise en charge. Après plusieurs relances par mail , aucun retour …. Service à l’aéroport pour essayé de trouver un compromis aucun , personnel de l’accueil qui n’est pas professionnel . Je déconseille cette compagnie qui ne savent pas assurer un SAV

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.