Japan Airlines

We boarded JAL from Syd-Tokyo-London. I have nothing but high praises for the impeccable customer service. It was a long flight. The attendants' willingness to genuinely serve is out of this world. We've flown major airlines on long hauls as well but nothing compares with JAL. The attendants are always polite, smiling and very nice. They made us feel welcomed and valued. The food was just superb. They served healthy and well-balanced meal. You feel full but not bloated. JAL is now our favourite airline. I have recommended it to all my friends and family.

JAL is one of the best because of its service, comfort, and food. Once I rode JL26 and JL29 and their service was great with remote control to control the screen unlike Cathay.

abominable service de réservation en ligne

Spent nearly 2300 only to find out that the layover is at a different airport so I tried to cancel and only got 800 of it back ( all this was done in a few hours). I also tried calling the phone number and nobody answered even after 40 minutes. Following day I called and finally got someone to answer. I wasn’t feeling well and the lady on the phone helped me out fairly quickly after she found out what happened. Thank you so much for your help!!

I've been on at least 10 different airlines for international Business Class flights. Japan Airlines is the worst. 1. The seats are narrow...it's like being in a coffin. s 2. There is NO storage space...literally no place to store personal items. Not even room to put a pencil. 3. The food is poor on the plane. 4. the Business Class lounge at Narita is laughable. Horrific food, doled out in tiny quantities. As peaceful as a train station. 5. The check in staff at Narita speak next to no English. As if all their clients are from Japan! Nobody speaks Japanase other than Japanese people, everyone else communicates in their own language, or ENGLISH. How can JAL not hire English speakers? Overall, my worst Business Class experience by FAR.

What a great Airline! We flew Boston-Narita-Itami and returned Narita to Boston. All of the Japan Airlines staff that we encountered did a great job but the staff at Boston airport were so helpful and accommodating. Many thanks to Mariko in Boston for all of her help. It was cherry blossom season and they were busy but always smiling and happy to assist.

I booked my ticket via Cheapoair. I need a spelling correction. Japan Airlines do not approve changes based on my ticket restriction. Cheapoair add notes so I can board. Japan Airlines customer care is rude and advised me to cancel the other three tickets, I will not be able to board. I have to purchase a new ticket with a refund of $100 to maintain the remaining ticket or I will end up paying for all the tickets again. This is ridiculous. Please do not purchase Japanese Airlines. The worst policies and never help customers fairly.

Extremely happy with the service. Polite and very professional cabin crews.

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

Please improve services and flight connections

DO NOT take Japan Airlines. They changed my flight from April 10 to April 11. They sold my ticket out to groups? Make more Money? Their statement says"JAL IS COMMITTED TO PROVIDING SERVICE THAT MEETS OUR CUSTOMER'S HIGHEST EXPECTATIONS." That is a total LIE. I am traveling with my sisters and I will be left behind in Osaka since Japan Airlines stick me. Also they left on final destination flight connection flight on April 10. Do I jump in a time capsule and take by final destination flight. How stupid can an airline be?#*@&!

Second set of flight changes by JAL received via email, which totally messed up my journey as only one leg of each journey was amended. Would arrive a day too late for my requirements in Tokyo, with an overnight layover in Helsinki that would incur additional costs. Return flight to Helsinki would arrive a day after my Helsinki-Heathrow flight had departed!! Website couldn't find my booking even though it found my account. Called UK Customer Services, waited 45 minutes for pick-up. However, when I finally got through the assistant was very helpful and actually booked me onto direct flights on the days I wanted for no extra cost. Very happy in the end, but the process is painful and the website is absolutely useless. Fingers crossed for no further changes!

Nobody answering Customer Service phone number.

Booked 11 months ago and they rescheduled our flight 6 months later. We accepted and then hours before the flight they reschedule it again for a day later. Instead of making it for Xmas we will now be flying in the air. When we try to call they do not pick up after 4 hours. There is no customer service for this airline. Do not book !

The last leg of our trip from Tasmania to Vancouver was from Narita, Japan to Vancouver. This was cancelled due to heavy snow in Vancouver and the airport there closing down. Japan Airlines put us on a bus and put us up in a hotel for two nights while they arranged a way for us to get to Vancouver, then scheduled another bus to bring us back to the airport where they booked us a flight to Seattle (the closest available to Vancouver), and gave us a bus voucher to get from Seattle to Vancouver. We were provided with food and drink whenever we had to wait around too long. All the staff at JAL were literally running around trying to do the best they could for us and we appreciate all the effort and sincerity from the individuals that took care of us during this busy time. Thank you!!!

We bought multi-cities BC tickets back in April 2022 for flights starting January 2023. We recently read very negative reviews of JAL on Trip Advisor and Trustpilot.uk related to last minute changes, cancellations, selling pre-booked tickets for higher prices, no one to talk to at customers services, etc. All this made us very nervous about our tickets as JAL had also made a couple of changes on our tickets with some incoherence. We need to point out, though, that each change was communicated to us via email. With that background, we called JAL (1 855 604 1744 for USA and Canada) and was so happy and relieved that: a) an agent came on the line right away; b) she was very pleasant, knowledgeable and helpful with updating our itinerary based on changes for which we agreed; c) she also ensured updating of our seatings with the best available options; and finally d) sent us confirmation and ticketing promptly as indicated during the telephone conversation. In summary, we are very impressed with JAL quality of customers services and up to now, we must say that was our best experience. (we travel a lot , around the world, with the best rated airlines as QATAR, Singapore Airlines, ANA, Cathay Pacific, Air France, etc). We hope the actual trip starting in January 2023 will be as planned and enjoyable. Why not?

9/11 DON’T BOOK JAL AIRLINES! JAL are unreliable and untrustworthy! I booked Melbourne to Tokyo 6 months ago. Now for the second time l have had my flight changed. Not due to a flight cancellation by JAL but because they have resold my seat for more and more money! For JAL it’s all about Yen, no customer service support! I have now been on the phone to JAL for the second time for an hour with only a , Thank you for waiting. We are very sorry. All our lines are very busy. It should say DONT BOTHER NOT SORRY NO-ONE ANSWERING THE PHONES!

Cancelled my flight to New York and didn’t book me a seat on the alternate flight the day before, by the time I found out a month before flying to my daughters wedding, when I went to book my seat. They were all sold out, yet I had booked and paid for that flight 9 month in advance.

They cancelled one leg of a flight to New York, but didn’t book me onto the alternate flight, even though I had booked my flights with them 9 months previous.

September lalu dari narita suamj sy ada tertinggal hp di toilet narita gate 61 dan ingat2 sudah di dlm pesawat yg mana begitu mau keluar sdh tidak bisa lagi karna pintu pesawat sudah di tutup, setelah cabin crew menginvestigasi semua data kami ..dengan berupaya dan 1 bln kemudian hape di temukan dan sampai di jakarta semalam. Kami di kabarkan utk mengambil di JAL office di soetta. Sungguh luar biasa yg tidak ternilai Pelayanan, makanan dan semuanya. Excellent..... Terima kasih untuk JAL atas bantuan dan servicenya YOU ARE THE BEST AIRLINES ...