Japan Airlines

Prior to the pandemic, I frequently traveled with JAL, and its always a great experience. On October 22nd, I took the 9.20am flight from HND-LHR, as I was boarding, I realized I forgot to return my pocket wifi. Shimada-san who works for JAL was a HUGE help and kindly took care of this for me. I really appreciate her help and support. SUPER EMPLOYEE- !! Five stars

Been on phone queue for almost three hours now, to change reservation. Never had this type of grief before. Japan known for there dedication to service. Missed on this, especially with an American voice saying they’re sorry but hang on every 10 seconds 😔

La compagnie a modifié mon billet d'avion et m'en a proposé un autre et m'a même laissé deux choix : accepter un alternatif ou non. J'ai choisi la seconde option pour une autre date mais la galère commence. La compagnie ne me laisse plus gérer mes réservations en ligne mais uniquement par téléphone. Le souci est qu'ils sont injoignables alors que je suis resté en ligne au total pendant 3h en semaine. Apparemment, l'entreprise est très connue pour cela à l'étranger et au Japon. J'ai finalement lâché l'affaire en perdant presque 20 euros de coûts téléphoniques et ai fait la demande de remboursement. J'espère que la compagnie me remboursera sans frais comme promis dans un de ses premiers mails étant donné que l'annulation est due à la suppression de vol.

Their customer service line is always busy and I had to give up after waiting for more than an hour. There is no call back service either from their side either. Terrible. Their web site had no way to add an existing reservation to the JAL account through web site later.

Awful experience with JAL. I booked flights months ago, and today I'm advised that my flights have been cancelled with no explanation. After hours on hold, I'm told all other flights are fully booked as I'm traveling at a busy time (I know - that's why I booked months in advance) so there is no option except to give me a refund (which takes 2-3 months to process...seriously). I now have thousands of dollars of accommodation/bookings in Japan, and no way to get there. My only real option is to book a new ticket with Qantas at twice the price. So I'll be 2 grand out of pocket thanks to JAL - no hope of any compensation, of course, and travel insurance won't cover a cancellation this far out. Do yourself a favour and stay away from JAL.

Hi Japan Airlines! I would like to share my appreciation for your ticketing agent, Tomoko. I wish I had a better photo of her or it would have been better if I had a photo with her. I also hope I got her name correctly. 🙏 Tomoko was the agent who attended to me in LAX, FRI 8/5 at around 1pm Pacific Time for the JL 061 flight to Manila, Philippines. She was most efficient and demonstrated outstanding customer service. She was very genuine in ensuring that I am able to get on that flight and get back home safely to my family. 🤩 I hope this message reaches you Tomoko! You are so excellent in what you do, helping JAL customers. Thank you again for being so awesome! 👏👍🏆 I would also like to commend JAL’s inflight WI-FI. I had some work to complete and was able to do so with onboard internet. Thanks again for the great end to end service! I had a great flight back home! 😍🥳🫶👍👍👍 #greatcustomerexperiences #JAL

I purchased a ticket with Expedia from Chicago to Thailand with a connection in Tokyo (Narita airport) with Japan Airlines. The connection included a 26 hour layover - which was initially intended as a Tokyo visit impossible due to covid-19 border restriction - and I was trying to figure out if I needed a COVID-19 test before departure for transit. The airline website was ambiguous and I tried many times to call the airline - no 24-hour service and very long waiting time during business hours. After I also called Expedia a few times and they didn't provide any useful information, I decided to go to the airport in person on the day before my flight to try to contact the airline - nobody there. I did the online check-in anyway. On the day of my flight, I arrived in O'Hare 6 hours before boarding to see what I had to do, since neither Expedia or Japan Airlines would give me the information. When I was explaining my situation to the Japan Airlines attendant at the counter to know if I needed a PCR test, she stopped me: "Wait. You said you have a 26 hour connection at Narita airport and no visa?! You cannot board this flight. Narita airport closes from 12AM to 6AM because of curfew, everyone leaves the airport. You cannot board this flight, you will be deported back to the USA." Although this mess was caused by Expedia, Japan Airlines did not have customer service that I could contact before my flight, did not have a system to block Expedia from doing this mess, and it even allowed me to do the check-in without providing any information about this need for visa - I discovered a few hours before boarding about all this situation, because I was trying to figure out the answer for another question! American Airlines saved the day, putting me on another flight on the same day through Korea. Given the lack of costumer service 24-hour number, very much considering to give preference to other airlines and avoid Japan Airlines. It could have ended as an absolute expensive disaster.

Japan airlines just called me to tell me my flight got cancelled and said that it was my fault for purchasing a ticket that requires me to have an overnight stay when they do not allow overnight stay. My flight is due the very next day. For context, my family and I are currently in Canada to attend my brother's graduation. We are now trying to make our way back to Malaysia. The solution they offered was either to get a refund or to take the next available flight 4 months from now (no compensation with other airlines whatsoever; it was either A or B). If I were to agree to a refund, I won't be receiving the refund or a cancellation notice via email 2 weeks after this call. Bear in mind that it's a regular call and not a recorded one or an official email so I'm not even sure if the email or the refund will follow through as told. Also, the only email I received from JAL was a flight confirmation, and the flight status is still shown as on-going on the internet and in apps. I understand that JAL staff is probably as frustrated as their customers but in no way should they utilise a skill such as victim blaming. One of their self-defense upon getting frustrated was that they have tried calling many times and it was our responsibility to answer (they have only called twice; 2 days before my flight and a day prior to my flight). My family and I on the other hand, have been trying to reach JAL helpline/customer service for the past 2 weeks (every other day, sometimes several times a day) and was put on hold for over an hour every time. The only success we got was getting in touch with cargo and was put back to JAL's elevator music. Is there really no other way for JAL to contact their customer? The day I managed to answer their call was also the day I had the opportunity to discover that my parents' flight was also cancelled. That's when the victim blaming began. Let's have a moment to think a little:- I. Why reach someone through a phone call instead of e-mail regarding flight cancellation knowing that their customers are travellers? Not everyone will have data roaming and travellers are more likely to purchase a local sim or check their e-mails instead. II. Are phone calls from +13106074160 recorded? And if it is, why aren't these recordings used to improve customer service experience or the entire company altogether? III. It usually isn't an issue if a person has an accent but the frontliners of JAL who are making phone calls have the thickest accent and they are carrying out the MOST IMPORTANT duty. Both JAL's employee and their customer are going to die of a heart attack from poor communication. IV. Why are there still overnight connecting flights available for purchase when one isn't allowed an overnight stay in Japan's airport? And how do we attain this information when we don't know this information prior to purchase? V. Why does it take so long to issue a refund but so easy to inform customers that their flight is cancelled at the very last minute? Wouldn't it make more sense to cancel the flight at the very beginning if nobody is allowed a long transit to begin with? VI. If the lady who called me is reading this, please do not hang up on me when you are frustrated. You have already started a fued when you played the blame game but nobody was yelling and your customer needs to repeat what you said back to you because your customer DO NOT UNDERSTAND you or your pronounciation. WE ARE NOT MOCKING YOU neither are we dense, WE ARE SIMply TRYING OUR BEST to make sense of the situation and what you are trying to convey. How has JAL benefitted from victim blaming, not taking responsibilities and not offering better solutions? LASTLY, I am uncertain as to why the lady who attended to us needed to ask for my family member's names (even the one who isn't flying) but just in case the information is going to be used for malicious intentions, I have gone through the trouble of recording the second half of our phone call in case nobody was recording it.

I was nieve when I read that Japan was opening up its border to foreigners and misread the term. I went on JAL's website and booked a ticket which would only refund back 20% if cancelled. A big thank you to Margarette for assisting me when I phoned JAL and told them that I have just realised that I actually cannot enter Japan at present. She immediately told me that JAL would cancel my flight and issue a full refund. This was on Sunday and today on Tuesday I have the refund already. They were within their rights to stick to the ticketing conditions and not budge but JAL helped immediately! Highly recommend them!

I have been confirmed and charged for my flight but when I'm trying to check my details it doesn't exist on their website or the flight doesn't exist either. I called the customer services and nobody picks up after now 45 minutes. My flight is due tomorrow and I'm freaking out.

Our premium economy, return flights Syd-Tokyo were cancelled by the airline. The alternative dates that were available didn't work for us. There was no option to change route so all we could do was get a refund and try to re-book with another airline. We were then told that the refund would take 2-3 MONTHS!!!! to process. This leaves us out of pocket for this unacceptable length of time and means we can't re-book until less than a fortnight before we want to travel.

Japan Airlines made changes to my flight schedule time and date with out any proper notifications and contact. They give no respects to travelers and their representative were very rude when I have to called in to request the new schedule. Very bad experience, I do not recommend this airline to anyone and will never support this airline again.

1. JAL does NOT give/offer/extend/consider/allows credit for a future fight, PERIOD, whatever the situation it is. 2. JAL refunds air fare ONLY when you purchase directly with JAL, not if you go through ANY travel agent in the world. 3. JAL will tell you that all travel agents say ANYTHING they want to steal a refund, just like JAL telling me WHATEVER rule applied to keep my USD$2,189.37 air fare without trying to fly even one of the 3 passengers home. 4. JAL will tell you that it's perfectly OK to allow ANY travel agent using "JAL" to charge your credit card & later say JAL's charges should show up as Tokyo, Japan, not Las Vegas, NV--this is an outright lie! 5. JAL will tell you that your travel agent is NOT professional & when your refund is forfeited, you deserve their simple comment "That is too BAD!!"

I received an email saying my flight was cancelled and I was eligible for a refund. I process the refund since I believed my flight was cancelled, and I was charged $300. I call the company and say that. The first guy is completely rude. The second person is trying to help me. I send her the email. In tiny print, there are exclusions, which I missed. Apparently, my flight wasn’t cancelled, but I missed that in the email. I ask to speak to a supervisor who basically tells me that they can’t offer anything since it’s my fault for cancelling. I would have kept the flight. I asked for even a rebook or a credit to rebook. Nothing. Never use this airlines. Terrible.

Amazing customer experience at every stage of my journey ... great check in experience, great waiting lounge, great flight, great food, great everything! In particular, a very kind member of JAL ground staff was waiting for me when I arrived at Frankfurt Airport to guide me from one side of the airport to my connection at the other, to make sure I didn't miss my connecting flight. All the check in and ground staff and cabin crew were very kind and polite, making my journey to Japan an absolute pleasure, even in these difficult days of air travel. Thank you, JAL!

JAL SHOPPING REVIEW : I’m extremely disappointed with their service. My dear friend sent me “ mentaiko” from Japan using JAL SHOPPING. It was left at my front door without advanced delivery notification. It was spoiled without any dry ice in the cardboard box. I contacted JAL , and they promised me to resend it to me in two weeks. However i did not receive it on the day they promised . Moreover I called them to update the problems I had , but they did not even called me back as of today . Very disappointed customer C F

I travelled to Tokyo from Denmark twice, and it really was an excellent experience. Great service, enough room between the seats on both axes (very important for huge man like me), extremely comfy seats, great expedition times, and good/relevant information before and after the flight. Next time, I am definitely flying with Japan Airlines again. Thanks for a good and memorable trip.

ANTES DE COVID / NOVIEMBRE 2019 HASTA HOY ESPERANDO REINTEGRO 3 Billetes comprados y pagados por Tarjeta de Credito el 30 NOVIEMBRE 2019 a Mytrip. JAPAN AIRLINES BCN-TOKYO. Número de reserva: L18TCR, Localizador: Vuelo: BGWQQC. CANCELADOS VUELOS POR LA COMPAÑIA: lunes, 13 de ENERO de 2020, 10:59:43. PROMETEN REINTEGRO EN UN MÀXIMO DE 2-3 SEMANAS. MÚltiples reclamaciones a Mytrip via e-mail. Via telèfono, esperas interminables y cese de las conversaciones ininteligibles desde Call Center India. Silencio absoluto. My Trip alega que no ha recibido la devolución de Japan Airlines. Seis meses? MUCHO ANTES DE CRISIS COVID.

My flight was from Vladivostok, Russia to Tokyo, Japan, March 1, 2020. It was the first time I traveled with Japan Airlines. It was an excellent flight, without problems and all the Japan Airlines staff really friendly, educated and respecting all the COVID-19 regulations. The meal was really delicious, maybe because I am a sushi fan, it was a really tasty meal. Definitely an airline I will consider next time if the option is available. Thank you guys.

Everyone is already stress due this covid-19 but still there are people that instead of understanding the situation, they are taking advantage of it. I got a message from asap tickets (travel agency) that my parents flight is cancelled and need to rebook it. I keep calling them and after how many days they response to me. They want me to pay extra to rebook the flight. I already told them that I got an email from JAL it's free to rebook but they didn't understand it. It took weeks and still the ending is I'm going to pay. I called JAL to asked for help and the 1st person who answer the phone last april 17, he is so nice and helpful. He transfer me to peter the JAL agent for reservations. Peter is so friendly and helpful. Of all the stress we are going through, he help us to make it light. He rebook the tickets for free. Today ASAP tickets agent -kidlat called me and saying that still I need to pay. I told him o already talk to JAL directly and he said maybe it's a scam. I called again the JAL and peter is the one who answer again and he show me all the details and even help me give assign seat for my parents. JAL staff specially peter, you don't know what we are going through right now and I am suffering some medical/emotional issues, your help is really a big deal to me. You took some of the heavy burden that I have in my shoulder. I learned my lesson now. Next time book a ticket directly to JAL no more agency 😊 thank you.thank you so much. Seeing my parents not stress in their flight anymore is priceless. God bless you all.