Japan Airlines

I booked two flights with Japan Airlines, one directly with the airline and another through an agent. The direct booking was done very efficiently and I could understand the web page perfectly well in English. However, I was unable to use either flight owing to the coronavirus world lockdown. I wasn't able to process a refund on-line using my JAL account as I was required to speak to a JAL agent. Fearing that I'd never get through, I called JAL via Skype, got through to someone relatively quickly, and my refund was quickly and efficiently processed, and the credit made to my credit card account was made within a week. Bearing in mind most other airlines are not refunding flights and offering vouchers at best, total credit and respect, this is very impressive from Japan Airlines, the hallmark of a company with deep ethics and an awareness of their moral responsibilities to customers. I hope to return to Japan soon and will definitely be using JAL again. Thank you JAL. JAL also confirmed that they had refunded a JAL flight I'd booked through agents, Kiwi.com and that I should contact them for the refund. But that's an entirely different story - see my Kiwi.com review on Trustpilot.

I booked a Japan Airlines ticket via Travelgenio.com for a flight from Singapore to Los Angeles via Tokyo on 4-5 April 2020. I got an email from Travelgenio on 01-Apr-2020 that the schedule of the connecting flight from Tokyo to Los Angeles is shifted to 7th April 2020. That means I would have to stay two days in Tokyo before flying for Los Angeles. As a frequent traveller, I experienced similar changes in connecting flight schedule twice before. In 2016, my wife and I booked a Thai Airways ticket to travel from Sydney to Dhaka via Bangkok, while the connecting flight from Bangkok to Dhaka was shifted by a day. The Thai Airways than offered us either to stay in a Hotel overnight or reschedule the flight. As it was a normal situation, we preferred to stay in the Hotel. Similarly, in 2011, I was offered to stay in a Hotel in Kuala Lumpur for a delayed connecting flight of Malaysian Airlines from Dhaka to Schiphol via Kuala Lumpur. However, surprisingly, I was not offered any such alternative either from Japan Airlines or the travel agent for the change in flight schedule. In the current situation of COVID-19 pandemic, staying Tokyo for two days involves health risk as well as challenges due to travel restriction and citywide lockdowns. Therefore, I tried to contact Travelgenio right-away, but they did not respond. Then, I called the Japan Airlines customer service, explained my concern about the change, and was advised to contact Travelgenio if I want to cancel or reschedule the flight. Since then, I have been consistently trying to reach Travelgenio, but unfortunately, they never responded. I then requested Japan Airlines that they do have responsibility as the flight schedule was changed by them. However, they have been simply denying this responsibility and just asked to contact the travel agent. Now, I am in a helpless situation on top of the stress and worry due to COVID-19.

Amongst all this craziness with the coronavirus, JAL were extremely understanding and helped us with changing our flights after we tried, unsuccessfully, to get in touch with TravelGenio which is the travel agent that we used to book our tickets. They could have said no but they helped. I can't tell you how much we appreciate it and what a burden you took from our shoulders especially during this time when not a lot of companies are willing to go the extra mile. Thank you!

I just took JAL to Japan this summer. They have best costumer service that I have ever experience compare with all the other airlines that I took. Always there to help you with all your requests. I would recommend JAL to everyone.

J'ai pris plusieurs fois JAL depuis Paris vers Tokyo. Il y a finalement peu à dire car c'est la gamme supérieure de qualité de service et d'agencement de la classe éco. Le personnel est magnifique, très professionnel, toujours souriant, passant de nombreuses fois dans la nuit pour proposer une boisson. On pourra reprocher que les repas de la classe éco sont trop éco...que le prix du voyage est supérieur à la concurrence bien que cela se comprenne, surtout lorsqu'on essaye lesdits concurrents... Pour moi, c'est une bonne compagnie pour la classe éco.

Le service à l'aéroport et dans l'avion est très bien. En revanche le service client français est très difficile à joindre. Bien souvent, alors que vous appelez pendant les heures supposés d'ouvertre, vous vous retrouvez avec un interlocteur anglais à la place. Par contre la responsable des enregistrements des bagages à Fukuoka est très désagréable, autoritaire, non profesionnelle, voir méchante. Les autres employés que j'ai vu sur de nombreux voyages sont au contraire sympas et agréables. Mais a elle seul elle gâche totalement l'image de la société.

I was duped by Expedia.com.bought ticket for Japan Airlines and ended up with American Airlines,not the same.Why would Japan Airlines risked their good reputation associating with American Airlines,known for their lousy in flight meals and so so service.Never again.

Good Customer Service :) Very polite and helpful

Amazing airline on our way back to London. The foods were so lovely and the premium economy class was perfect! Will definitely fly with JAL.

La tripulación majísimas, eficientes y simpáticas. Siempre atentas para cualquier cosa y con una sonrisa. Tan fácil el hacer el check in, el embarque, todo...que sospeché hasta el último momento, pero era cierto!