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Japan Airlines
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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 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 whatso...
Read moreever; 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:-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 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 fo...
Read morer 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.
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.
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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 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.
- 2 reviews
- 2 likes
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 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 i...
- 4 reviews
- 2 likes
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.
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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 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...
Read more 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. 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 minu...
Read morete 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.Find out how Japan Airlines compares to other International Airlines
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- 18 reviews
- 26 likes
Dishonest and corrupt airline.
Japan Airlines have no direct customer service available for changes made by them. They cancel your flight and ensure they are not contactable nor interested in assisting their passengers. Many months of emails, phone calls etc. only to be left with no responses. Never ever again. Do yourself a favor and fly Emirates, Qantas or Singapore airlines... The only way to fly. Shameful behavior by JAL.
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If asking for a refund from Japan Airlines, forget it!
Japan Airlines (JAL) is one the most greedy and dishonest airlines I have ever dealt with and I have dealt with a lot of airlines in my life. They do any tactic and tricks to get away with their obligations. We bought our tickets through a travel agency (return tickets from Canada to India) at the beginning of the COVID-19 crisis and at that time there was no talk of pandemic and lockdowns or even flight cancellations. However, during our trip countries locked down and flights canceled, and many people had to forget about their flights or ask f...
Read moreor refunds. We contacted JAL and they said we canceled your original return flight, so we asked to reschedule our flights for later dates. Since JAL changed our flights dates, the travel agency did not assume any responsibility afterward and we had to deal with JAL directly. After a few weeks we called to make sure our flights are set, but JAL said, sorry this flight is canceled too, and either you have to reschedule or cancel your flights. At that point, we had to get back to our country, Canada and had no choice but to get the repatriate flights through the government and cancel our JAL ticket. So we requested a refund and now they say since you bought your ticket through a travel agent we can’t issue a refund to you and when contacted our travel agent they said, as soon as JAL changed your flight dates they took over and we have no control over your tickets. We contacted JAL again, at first they agreed that they have control over our tickets however in a subsequent email they sent this: “Dear Valued Customer, Thank you for submitting your refund form to Japan Airlines. Upon review, we regret to inform you that your ticket does not qualify due to the reason below: * Ticket is issued by a third party travel agency” Basically, JAL doesn’t want to honor our tickets and refund us and look for any excuse not to do so. This is the worst and most irresponsible airline I have ever dealt with. If you value your money and sanity, do not fly with Japan airlines, they easily ignore you and look for any excuse to rip you off !!!!!!!!!- 24 reviews
- 24 likes
Beware, very dishonest
We had booked business class airfare to the Tokyo Olympics but due to the coronavirus everything was obviously cancelled.
The JAL website clearly states they will fully refund all fares due to the current situation, so we cancelled. Only to find out a couple of weeks later they had kept $800 from our booking, No offer of credit, just kept $800 for nothing. We did call and was told they would look in to it, we also keep emailing but not even a reply.
I hear there is a lot of this going on and sadly its the bigger companies like JAL seem to b...
Read moree the worst, they know we can not do anything about it other than not fly with them again, and be assured we wont be. I also think its pretty sad they keep this money considering they are host of the Olympics, its not our fault and why should we be penalised for it. What are these people really like if they do this, it wrong and it should not be allowed. I will be sticking with Qantas in the future and avoiding this mob for life..Find out how Japan Airlines compares to other International Airlines
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- 3 reviews
- 3 likes
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Japan Airlines denied to refund/reschedule a booking for a flight shifted by themselves during COVID-19
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, whi...
Read morele 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 asking to contact the travel agent. Now, I am in a helpless situation on top of the stress and worry due to COVID-19.- 2 reviews
- 1 like
Best economy I have traveled with
Big seats, good leg room. Food was great (had the vegan option). Staff were nice and very helpful. Price was competitive and proved good value for the service. Very hard to fault.
- 11 reviews
- 22 likes
ZERO CUSTOMER SERVICE
I recently booked a flight from Paris to Sydney premium economy with Japan Airlines. I flew Finnair Paris to Helsinki and then should have been on a Japan Airlines flight from Helsinki to Tokyo. My flight from Paris was delayed so I missed my connecting flight. When I arrived in Helsinki I was told I was being put on a Finnair flight. However Finnair don't have premium economy. When I queried this they told me there was nothing they could do and I would have to take it up with customer service when I got home. So I took the flight and the...
Read moren I contacted Japan Airlines when I got home. They have now told me there is nothing they can do. I have to contact Finnair. I am slightly confused by this as I booked and paid my flight through Japan Airlines. In my compliant I was also requesting a refund for the flight I booked. So why would an airline that I didn't pay give a me a refund? I have gone back to Japan Airlines 3 times and been given the same response each time. They also haven't addressed some of the issues I raised in my letter. It is such a shame because I had such a good experience with my flights from Sydney to Paris. However after this, knowing the way they act when something goes wrong I will never fly with them again. They actually have a really good product but they can't be treating people like this when issues arise. Looking at some of the other reviews I have read on other websites there seems to be a fundamental issue with they way they deal with complaints and issues. If you are thinking of flying with Japan Airlines think again - because if something goes wrong they don't want to know.Questions & Answers
Flying business class JAL from Melbourne to London, If I have done web checkin can I checkin my bags 5 hours before the flight departure time?
We always fly JAL. This time to London. There used to be a free stopover at their hotel in Narita. Does this still happen?
Do the checked bags go straight to destination if my stopover in Narita is 18hrs?
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