Japan Airlines

Booked flights to and from Osaka as the wife is pregnant to avoid hauling luggage through the train station. First flight delayed for over an hour, second flight delayed and then cancelled. Pregnant wife was the last passenger assisted to new flights / options. Use the trains this airline is a joke. Would have been able to go back and forth via train 6 times while these guys got us onto another flight.

Booked business class flights from Perth to Las Vegas through Hong Kong and Tokyo and return through sa Francisco back to Perth We gave them 11 months notice and to start with we had a few flight changes BUT as it got to 5 months before we flew we… Read more

had cancelled or changed flights These changes would be in excess of a booked 3 hour lay over to 24 hour lay over meaning all flights gave to be changed After sorting this 3 weeks later they did it again Another 2 hour telephone call to sort this And now 4 days later cancelled flights again I fly 6 times a year internationally and no other Airline has done this before Disgusting treatment from a 5 star airline especially for business class customers

We went from Perth to Chicago with Japan Airline . On return we stayed in Japan for 4 days. They were very punctual, polite , and curteous. We were at the front end of the plane and the cubicles were very comfortable and loved the partitioning. The meal choices were ample. Show details

Respectful and Accommodating – JAL was very accommodating to me since i traveled with a Electric Mobility Device, they were very careful packaging my device in bubble wrap and a Clear wrap before storing it in Luggage compartment, they are always so respectful and kind through out the check in, flight and arrival, Best service out of multiple airlines i have flown since using my mobility device!! Show details

Skybound Serenity: A Commendable Journey with Japan Airlines – Japan Airlines exceeded expectations with its impeccable service. The staff's attentiveness was exceptional, creating a welcoming and comfortable atmosphere throughout the flight. Even in economy, the generous legroom contributed to a more pleasant journey. Special commendation goes to their vegetarian meal options, which were not only delicious… Read more

but also showcased a thoughtful consideration for diverse dietary preferences. Flying with Japan Airlines is not just a means of transportation; it's a positive and customer-focused experience that sets a high standard in the airline industry.

Flew to Tokyo from Australia return, aircraft basic, seats uncomfortable and food, well basic and barely edible. Crew were nice, not attentive but polite. If you benchmark Japan airline to other like QF, emirates, Singapore or Cathay, JAL would be last. Show details

Misleading information provided over call - Went to book the tickets and i had only single name. So did call the call center and Agent instead of redirecting me to Right team, provided the advice to put Salutation in first name. when i double confirmed, he said all good to book and Now, JAL is refusing to admit their mistake. Want to investigate… Read more

the matter to arrive at final decision. They are saying that the particular class fare is not available. refusing to book a diff flight too.

I luckily had the timestamp of the call and even after 4 calls, they are refusing to admit their mistake and putting blame on me for booking the ticket.

When cross questioned, why was i not transferred to booking department or the right process was followed, they have no answer. Just trying to milk the customer and get more money.

This is a world class airline which cannot handle a single name in passport. You have to go through a lot of stress and

Really sick of what is being done.

Terrible domestic airline – Absolutely useless. I've been flying JAL internationally for my entire life, between Japan and Australia without issue but their domestic division is completely trash. Embarrassing to think this was once 'the' airline for Japan. 3 hour delay on short notice, then thecomplete chaos at bag drop off. Checked in online but was told thr oversize bag… Read more

drop is closed and forced to wait 2 hours in line just to had over 1 x snowboard bag. Only 3 staff working the counters for hundreds of customers and even half the automated bag drop machines weren't operational! This is all the whilst another 3 counters were open looking after group bookings and was quite literally wasting staff time.

Shameful that a low cost carrier like jetstar has better service on their bad day.

Will never fly JAL again. Always ANA.

horrible experience – Our flight from Sapporo to Tokyo on Dec 31, 2024 was cancelled by JAL. Although there were many, many other JAL flights still operating on that route that day, for some reason ours was the only one cancelled and with no explanation. We asked customer service to help us because we had a connecting flight to catch. We were told to wait in line.… Read more

After a ridiculous 2.5 hours waiting in line, we were told that all JAL flights to Tokyo were full and we had to fly the next day and we had to pay for a hotel ourselves. It made me think that they wanted us to miss our flights after our repeated requests of help ignored. We ended up paying for an alternative flight to Tokyo on ANA and then rescheduling our connecting flight to the next day (at great cost) and arranging and paying ourselves for a hotel. In addition, getting a refund for the cancelled JAL flight has been a big hassle too. I tried to call, but was put on hold. I filled an online form, but there is a fee--not sure how much at the moment.

I would never fly with these airlines – I wouldn’t give not even one star, on the way from Europe to Sydney flight from Berlin was delayed 10 minutes we were told we are too late for our flight to Tokyo which was in 20 minutes, we will be put on a next flight, as it happened the next flight wasn’t for us maybe because we are not Japanese? we were put on a flight in 9.5 hours at 2am to… Read more

Singapore with Finnair ,then to Sydney Qantas economy ,we paid for premium ,and then that was changed again to flight to Brisbane and then to Sydney arriving at 9:40 am , I don’t even know if my luggage will arrive in Brisbane or Sydney or if ever? my car is parked at the international airport so I have to catch the bus from domestic to the international terminal and probably pay extra as it happens our flight was changed back to Sydney again not sure why but thankfully we arrived safely in Sydney collected our luggage and got home safely, this is so unacceptable Japan Airlines you are the worse airline I have ever flown with and never ever again.No one at the airport in Helsinki was able to help they were saying that’s all thru Japan Airlines so we sat there almost 10 hours with limited food as everything shuts at 6pm only small kiosks are open and expensive but no choice.

Terrible customer service. Warning, do not purchase their Sakura Lounge Passes – Wife and kids flew JAL from Finland to Haneda. I pre-booked their lounge passes with JAL Sakura Lounge. After a 14 hour flight, all they wanted to do is shower and have rest before the next flight which is in 5 hours time with another 9.5 journey to Sydney. They went to the lounge front desk, they were denied entry. The lounge entry only allows… Read more

entry 3 hour prior to your departure time, so if a flight takes off at 7pm, you can only use lounge at 4pm. However planes that take off at 7pm usually board at 30 - 45 min before take off. Basically you get ripped off for your lounge pass, paying for 3 hours and only allow to use 2 1/4 hours.

Wife asked them if they can set a timer and use the 3 hour and checkout themselves. NOPE, they wont allow you. Wife was really unhappy and tired so she gave up arguing with the front desk staff.

So I rang and spoke to JAL in the Australian phone line spoke to the phone consultant to lodge a complaint. The guy was very nice and I explained the situation and ask why the logic of paying for 3 hours but only get to use for 2.5 or 2 1/4 hours in lounge. He couldnt answer my question. I asked for cancellation of the lounge pass and get refund. He could not get a refund as they don't refunds apparently. What third world country is this?

So asked him to lodge a complaint for me and he said I have to use their website to lodge a complaint. He also can lodge a complaint. He said that all calls are recorded. I asked if all calls are recorded, what's the purpose of recording the calls if you cant use it to provide feedback. He couldnt answer the question.

Iam disappointed with JAL. Their lounge access timeframe has no logic what so ever. Also What third world country technology do they have working there, can record a phone call but cant use the recording as part of their complaint process?

This will be my first and last time using JAL. Customer service is so poor!!!!

The worst customer service ever – I called them 3 times , the first one the male customer service just hang up on me because the line quality was so bad. The second customer service was female and she was helpful and nice. But then after she transfer me to membership department , another male served me and he is the worst customer service over the phone. he talked to me like… Read more

yelling at my face, he treated me as like i was his child, he was rude and make me feel like i have done something wrong while all i asked was my membership number and if he can check another account related to my email address. because i created , one for myself and one for my partner , and he couldn't find my partner membership details, so i polite and asked with respect if he can check , but he respond so rude with his Malaysian accent like yelling at me. I don't understand why a good airline like Japan airline would pay for customer service like that represent them.

Excellent service – Flew with JAL to Japan from Sydney and back. Onboard staff were fantastic. Seats were expected for economy. Entertainment was great and my son enjoyed the entire flight both there and back. Food was awesome. Booked myself through website. Was clear enough that i was able to do it correctly even though i felt like i had no idea what i was doing. Will use JAL again in future. Show details

Flying with 3 small kids and treated appallingly – 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… Read more

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

JAL is a completely unreliable airline with terrible customer service – In May 2022 I booked a flight for my partner, Mark, to visit me from Frankfurt to Melbourne at Xmas. Now in September, Japan Airlines has rescheduled his flight from Melbourne by 8 hours!!! This means he cannot make the connecting flight from Tokyo to Frankfurt and ensure he is back at work on time. He works as a teacher so he absolutely needs to… Read more

be at work at the start of term. Japan Airlines are only offering a refund in response (that apparently could be a voucher, which would be absolutely useless as I would never book a flight with Japan Airlines again given how unreliable they are). If he accepts the refund, another flight so we could see each other at Xmas would now be at least $1300 more expensive given how much flights have gone up in the last few months. And Japan Airlines have refused to either compensate us or put him on another appropriate flight so he can get home on time. I can't believe that airlines can get away with doing this to people with no consequences.

Same as other reviewers - book with JAL at your own peril – You have to wonder what the point of these reviews is - all airlines are as bad as each other these days, and clearly don't care. I get that Covid disrupted the industry but it's September 2022 - why offer a service you can't deliver? My experience has been the same as many others here - booked flights months ago, today I'm advised that my flights… Read more

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. Do yourself a favour and stay away from JAL.

JAL – poor customer service, last minute cancellation and victim blaming – 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 (19hours layover) 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… Read more

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 cancellation 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 (we booked our tickets separately). 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 for them to cancel our 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 and your prononciation. 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

JAL Dishonest and still hiding behind Covid-19 – Booked JAL flights Jan 26 2022 and March JAL have cancelled the first leg of our flights without notice from MEL - NRT due to Covid-19 however the NRT - YVR is still going ahead. As we booked through a reputable agency, JAL does not want to deal with us nor advise why they haven't responded to the cancellation requests from the Agency and only… Read more

states the flights not cancelled as the 2nd leg is still going ahead.

I've checked planned flight schedules and the JAL flight from MEL - NRT was never scheduled making me believe this is JAL tactic for easy money.

JAL will not respond via email and with no paper trail is a tactic for JAL to say we've forfeited our tickets when we don't show in Japan for our second leg.

JAL are dishonest and should not be booked with and now we are out of pocket by $4500.

Japan Airlines you are a bloody joke – Japan Airlines you are a bloody joke. You have changed our trip 4 times. I can’t keep change my leaves at work to suit you. Put your things together. I haven’t seen my family in 3 years. Show details

Avoid – JAL have just cancelled two of my flights, having booked them over two months ago and the next available flight it two days later. The other airlines flight cost have risen dramatically and so I will now be out of pocket by over $4000. Show details

Appalling customer service at JAL - Beware – Booked business flights sydney to london in september 2021 for travel june 2022. Airline cancelled one outward flight (requiring us to layover in tokyo with no offer of compensation or apology) and cancelled tokyo to sydney return leg too. Offered me seats 17 days after booked return date. Unethical practice. Suspect we have been displaced for… Read more

higher paying passengers. Have flown JAL prior and found them very good but will never use again. Made no attempt to solve a problem that was entirely of their making.

Japan Airline has a terrible customer Service – I have purchased this ticket from Mytrip.com that I am not allowed to take due to Covid. According to Japan Airline website, this ticket is fully refundable in this situation. Although, Japan Airline confirms that on phone, however, they refused to refund me on the ground that I have purchased it from mytrip.com and they can only refund as per… Read more

their request. Now mytrip claims they have sent multiple request and have not heard back from Japan Airline. Japan Airline says on phone they have replied. All I needed from Japan airline is to provide in written that this ticket is refundable (as they so on phone) or that they have replied to mytrip ( as they claim so on phone). Without this I am not able to follow up with mytrip or with my bank!!

This is not accepted. Even if I did not purchased the ticket directly from them, I’m still their customer, I’m the one I paid them. They should be responsive. All I am asking to provide a one line email to confirm in written what they say on phone.

Atrocious customer service – I booked flights with JAL 7 months ago . Without notice or communication the airline canceled my flights due to a terminal change . Totally unjust as no options are provided . I consider this deception as I wrote to customer support. They denied their actions and made no offer to reinstate flights . They have left me with nothing at all . This airline should not be able to continue with such a lack of integrity. Show details

Not responsible for the refund – I’m a customer who is really upset. I bought four return tickets (JL52) from Sydney-Tokyo (departure on 12 April 2020) through a travel agent called “Qunar”. Due to the COVID situation, the flight was canceled and a refund application was made on 28/03/2020. Over one year and a half, I spend time communicating with “Qunar” about the update of… Read more

this refund. Every time I had the same answer that “Japan Airlines hasn’t refund yet and no information can be provided”. I totally understand there must be a large amount of application to deal with and I was really patient. However, it has been one year and a half and I really lose patient now. When I called the JAL, the customer service refused to provide any update on my refund. I have no choice but to come here to confirm with you whether you have refunded but the agent kept the money, or the refund has not been dealt with. If not I sincerely hope someone in this big company with a reputation fixes this problem. I, as a consumer, have no other way to protect my own interest but hopefully, your company can.

Worst experience ever! – I booked my flight literally 6 months in advance. The changed absolutely every flight on my itinerary right up to a month before I'm to depart they cancel the flight from London to Glasgow. If I want to get there 2 days later it will cost me extra. If I just want to get to London and find my own way to Glasgow they still wanted to charge me extra.… Read more

So now I'm 28 days before I'm to leave the country and my flight has now been cancelled. I will now have to wait another 6 weeks to get my money back from them and I've had to book my flight last minute with a totally different company. Do NOT book with Japan airlines. They can't be trusted to get you to your destination no matter how far in advance you book. They are less than helpful over the phone making the whole experience a complete nightmare.

economy flight sydney to tokyo – we really had two flawless flights to Tokyo and back. The food, the service, timing, aircraft - hard to fault JAL!