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Rating =from 1.0 (very poor) to 5.0 (excellent) |
JAPAN AIRLINES review : 7 June 2008 : by Pat Davies
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Customer Rating : 2/5 |  |
Sydney/Narita/Sydney. We were booked on this flight as part of a package tour to Japan and our
first experience of Y class with this airline, having previously flown Business class with them,
which was excellent. The seating on the outward flight was narrow and uncomfortable, and the in-
flight entertainment poor. When I asked for an eyemask, I was told that ALL amenities for this
class had been discontinued 3 months before! The meal served on the outward flight was good, but
on the return trip was appalling, and breakfast also poor. Cabin staff were attentive, and cared
well for my husband, who was taken ill during the flight. I would not like to repeat this
experience.
JAPAN AIRLINES review : 7 June 2008 : by R McCarthy
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Customer Rating : 4/5 |  |
ICN-NRT, Economy Class. JAL's service seems to be a winner, but I was a bit unimpressed by other
aspects. In a two hour flight, I felt that a hot meal could have been served, but only a bento-box
style option was offered (though food and beverages were fairly extensive). The new 777 had four
classes of service (including Premium Economy), and I was expecting that this might mean fewer
attendants in Economy, but this wasn't the case. One small irritation - due to the frequent crew
announcements (some entirely unnecessary), I wasn't able to finish a movie I'd started, which I
think should be more clearly articulated to passengers - 'Watch at your own risk', sort of thing.
JAPAN AIRLINES review : 27 May 2008 : by Quek Keng Guan
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Customer Rating : 3/5 |  |
Singapore to Osaka Kansai return in Y class B767-300 ER. SIN-KIX was a overnight flight. Served a
refreshment and drink within the 1st hr of the 6.5 hrs flight. Breakfast was served 2 hrs before
landing. Inflight service not as I expected in an Asian airline. No drinks were served through the
flight. No self service bar was available in the galley unlike ANA (from Sin-Tokyo sector travelled
in June 07). Individual mineral water bottles has to be requested, unlike ANA who gives all
passengers without request. Y class seats are quite comfortable with winged headrest. Flight was 90%
full. Crew forgot my special meal (high fibre) despite a sticker of special meal was pasted on my
seat. Travelled on PM flight back to Sin. Flight was 65% full where the last 6 rows of Y class seats
were empty. Special meal (high fibre) tasted average. Inflight entertainment was great on both
sectors, AVOD and PTV with Magic 3. Blankets on both sectors were not wrapped in the usual plastic.
No menus given on both sectors. However the cabin staff will show the illustration to passengers.
Overall with the similar prices to both Japanese airlines, I will opt ANA in my next trip to Japan.
JAPAN AIRLINES review : 27 May 2008 : by Stephen Ostrander
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Customer Rating : 5/5 |  |
ORD-NRT-SIN and KUL-NRT-ORD in C. Used miles to upgrade from Y to C, great use of miles. Service
excellent on both transpacific sectors, lucky enough to be able to seat 19K, upper deck exit row in
the shell seats makes for a very good trip. Best service on NRT-SIN, FA couldn't do enough for me.
KUL-NRT is a sleeping sector for me because it's a redeye. I understand the complaints from the
Aussie pax about the old C seats, they are most certainly a let down compared to the shell flat
seats. Other major JAL complaint is the IFE. I rarely use it but I can see where it might lag
compared to other Asian carriers.
JAPAN AIRLINES review : 22 May 2008 : by Nick Fortuna
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Customer Rating : 4/5 | |
HKG-NRT-JFK and ORD-NRT-HKG in J mainly because CX is at least double the price. All sectors on
upper deck 744 exit row 19. Cradle seat on shorter HKG-NRT leg, shell-type seat on longer USA
sectors. Overall a gracious service by delightful crew. English announcements were clear. Only one
meal service on the 12 hour leg to the USA, with the second only served if you ordered it from the
crew. Unusual, but they also give you a choice of six western options for that second meal. Food was
good, through the western beef meal I had tasted strange. Presentation excellent. Films shown on
Magic II and Magic I system were the same on all four sectors. Excellent noise-cancelling headsets.
Cradle seat comfort was average when seated upright and not much better when using the limited
recline. Shell seats are also uncomfortable upright, but OK when reclined, though they do not go
horizontal. Not giving J pax amenity kits was a bit cheap, but they pass the basket for overnight
necessities. Nice touch were the slippers and the cardigan. Wow-factor? Probably the cabin crew
working tirelessly during the entire flight passing drinks, rearranging slippers for sleeping
passengers and bowing a lot as is Japanese tradition. Would use them again, but will wait for new J
product
JAPAN AIRLINES review : 21 May 2008 : by Balaji Kalyan
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Customer Rating : 3/5 | |
Singapore-Narita and back by JAL business class. SIN-NRT was a night flight, departing at 22hrs. The
lounge facility offers in Changi airport was average. Vegetarian choices was limited. Was told that
they serve only breakfast at around 2 hrs before landing - ie at 4.30 am. Had ordered Indian
vegetarian meal. The spread consisted of tasteless tomato sandwich. So opted for cut fruits and
bread instead. I was the only Indian on the flight and one of the few non Japanese passengers. JAL
seems to have a differential approach when serving Japanese and non japanese passengers. Japanese
passengers are paid more attention to. FAs speak limited english. The shell seats are just about
comfortable. Check in at Changi and exit at NRT was efficient and smooth. The return flight form
NRT to SIN leaving NRT at 11 am was better. The Sakura lounge at NRT hardly has any good spread. All
that was offered was Japanese Ornigir (sticky rice packets), cookies, coffee and drinks. Being a
vegetarian and also wanting to have breakfast in the lounge was a difficult proposition. The lounge
offers a 10 min complimentary massage that is good and also massage chairs. Onboard drinks selection
was average. They dont offer any port wine or cheese selection. Choice of English movies is limited.
PA English announcements by the pilot and cabin staff were at most times not understandable.
Overall it looked to me that JAL was a Japanese inclined airline and not truly a international
airline
JAPAN AIRLINES review : 16 May 2008 : by Slava Chevtchouk
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Customer Rating : 3/5 | |
NRT-CDG. Very basic lounge in Narita (annexe lounge), no food, very small choice of drinks and seats
are not comfortable. Although the check-in was very prompt and efficient and passport/security
control were just a breeze, I had a bad impression about ground service in Narita. New cabin with
shell seats. The overall impression is not very attractive, may be because of the grey color of the
seats. The seats are confortable and easy to adjust. Cabin crew make a real difference between
Japanese passengers and European ones. The Japaneses are treated with respect, not the Europeans.
The meal - you have a choice between international and japanese meal. In summary - JAL is good for
japanese passengers and don't offer the same service level as Cathay or Thai airways.
JAPAN AIRLINES review : 16 May 2008 : by R Hernandez
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Customer Rating : 4/5 | |
JFK-NRT, no problem, good service, food good. Only qualm was no AVOD. Return from BKK-NRT-JFK was
great. Check-in service at BKK was very accommodating to our complex baggage requirements as well
as my friend's last minute request for a vegetarian meal. Pretty funny since they kept checking in
with us multiple times to make sure my friend was getting his vegetarian meal.
JAPAN AIRLINES review : 11 May 2008 : by Mark Brentz
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Customer Rating : 3/5 | |
BKK-NRT-ORD in First Class. Service great on the BKK-NRT leg, but I was unimpressed by the NRT-ORD
leg. On the Chicago flight, I was the non-Japanese person in the First Class cabin, and I noticed a
difference in treatment. I was always served last (from pre-flight amenities, newspaper, food,
etc), and when flight attendants came to serve drinks or ask if people needed anything, they would
routinely go up to everyone else in the cabin, then look at me and walk away. I would guess that
for every three times a flight attendant would walk through and ask people if they needed anything,
I would be asked once. Aside from the service, the comfort of the flights was OK. actually
preferred the older first class seats on the Bangkok flight than the newer shell seats, as the shell
seats aren't totally lie flat, and there is less legroom (not good if you're 6'4" like me). Overall
it was an okay flight experience.
JAPAN AIRLINES review : 5 May 2008 : by Jim Reid
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Customer Rating : 3/5 | |
NRT-SYD in Business operated by JALWays (JO) which was just about OK but nothing like JL business
class. That said, excellent Sakura lounge at NRT, average meals, excellent and attentive FAs, old
fashioned but reasonably comfortable seat allowing a decent sleep on an overnight sector and first
bag on the carousel at SYD.
JAPAN AIRLINES review : 30 April 2008 : by E DeJong
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Customer Rating : 1/5 |  |
I had booked 4 Business Class tickets SYD-NRT-SYD on JL772/JL771 in April and was very disappointed
with the service. This flight is sold as JAL but it is executed by Jalways which is a low-service
subsidiary of JAL. The 55 seats in "Executive" Class were old and offered very limited recline.
There were only 2 toilets which is totally insufficient for 55 passengers. There were no welcome
drinks and the famous Japanese Aruga Blanca Clareza wine advertized on JAL's website was not served
on these flights. The inflight entertainment list suggested a good selection of movies but
apparently this required the "Magic III" system and the aircraft only had "Magic II" so the choice
was limited to less than 10 English movies (some of which very old). Only cheap and outdated
headsets without noise-cancelation capabilities were offered. The food was equally disappointing: we
were sitting in the rear of the executive section and, although the flight was not sold out, there
was no choice of meals left by the time we were served and we all had to accept a mediocre "western
style" meal of not more than regular Economy Class standards. All in all a very disappointing JAL
"Executive Class" experience and not worth any money at all over regular Economy Class.
Japan Airlines review - by J Nguyen
23 April 2008 Customer Trip Rating : 
Nagoya-Paris Business 777. The new Business Class seat is great, food and drinks good, and crew was
helpful. The only thing that I didnt like with JAL is that they dont provide a kits for the flights.
They just walk around with a basket with different items you may choose. Flying out from Nagoya was
a great compared with Narita.
Japan Airlines review - by Anthony Leith
27 March 2008 Customer Trip Rating : 
I can concur with the previous comments. I am a Qantas Club member and recently travelled Japan
Airlines SYD-NRT-PEK return. While cabin staff are courteous, they cannot handle out of the usual
situations. I was refused an upgrade even though I offered to pay for it, and after boarding could
see the Business Class cabin was only half full. Yet I was still refused an upgrade. So they are not
really a OneWorld partner like you say, perhaps a OneJapan partner is probably closer to the truth.
Surely ANA must be better, but they no longer service Sydney.
Japan Airlines review - by John Duffus
20 March 2008 Customer Trip Rating :
BKK-NRT full fare (J) business class. Whilst JAL has been a One World member for almost a year, it
is clear non-Japanese emerald tier passengers still do not enjoy the privileges they are entitled
to. On check in, my bag was given a business class tag instead of first class – yet about 50 bags of
Japanese passengers appeared on the carousel at Narita with first class tags. Secondly, the 08:15
morning departure was a 2-class flight in a 3-class 744 with old-style business class seats. As on a
similarly structured JAL flight last August (HNL-BKK), the first class section is not available to
One World Emerald members, even though seats were available at the time of booking several months in
advance. On board, the chief purser skirted around the issue when I asked the reason, before finally
confirming they are only available to Japanese members of JAL’s Priority Club. Surely this makes a
mockery of JAL being in One World – or do other One World airlines get away with this kind of
discrimination? Another problem, as highlighted in another comment below, is the meal service. An
08:15 departure from BKK means a very early start from the city because the morning Immigration
queues are now horrendous – last Saturday they stretched back way outside the 3 designated
Immigration areas. So having made the flight but with no time to get to the lounge – and hence
having had nothing to eat since rising at 5:00 am, I was looking forward to a nice breakfast. When
the menus came round, I was appalled to see that only lunch is offered – at 9.00 in the morning?
Again I questioned the chief purser about the lack of breakfast - or at least brunch. She said
“Japanese people like a heavy meal”! To my question about the preferences of non-Japanese people on
a One World airline, she suggested I fill in a complaint form! I settled for the one roll and tea I
was offered instead. For future Japan trips, I will stick TG non-stop or CX connecting in HKG.
Japan Airlines review - by M Cafferty
2 March 2008 Customer Trip Rating :
Trip was very good LAX to Bangkok (through Tokyo). Seats small in economy but still comfortable.
Plenty of food and drinks options and entertainment options also very good. Service exceptional.
Staff both on flights and at airports were attentive and pleasant. It is the excellent service that
makes the experience worthy of 4 stars.
Japan Airlines review - by Lise Audet
15 February 2008 Customer Trip Rating :
Chicago-Narita-Bangkok return in Economy Class. Excellent service, both on ground and on all
flights, especially on Chicago-Narita leg where service was very attentive and consistent throughout
the 12 hour flight. Food very good on all flights, but not as good on the return flight from Narita
to Chicago. Overall a very good experience.
Japan Airlines review - by Josef Chen
12 February 2008 Customer Trip Rating :
SIN-NRT-SIN: For the trip to Japan, I was quite surprised that on this overnight route there was
Magic II with movies. Given that this is a night flight and virtually everyone seemed to doze off
eventually on the somewhat firm seats, I had quite a confortable trip and a good night's sleep.
Except for the hitch where the stewardess mistook my drink order, they're the nicest and most
discreet crew. With hot towels commonplace among airlines, JAL takes it one step further with an
unusual hot plate designed to keep my breakfast warm. Although the fare is quite simple, just
porridge and stuff, it came in tip-top condition, further enhancing the experience. For the return
trip, IFE was a downgrade to Magic I. No doubt their movie selections are well picked, with
Hollywood hits and even Disney shows, but the system that JAL operates on its Asian flights makes me
wonder if they should eventually phase out Magic I and II for Magic III on high-density flights to
Singapore, as they had did on their planes to Europe and America. The programmes seem to keep on
reruning monotonously without any audio-video on demand controls. Still the same good courteous
service. Virtually every request is tended t, with a smile. Just a word, though: the crew is more
generous with alcohol than with soft drinks - water and soft drinks can either come in bottle/cans
or small dainty cups, but be prepared to leave some of the wine and sake untouched, as they are
quite generous with them. Service is pretty good for an Asian airline, but to compete with SQ and
other 5 star airlines on this Asian market, it can consider upping the ante in the economy class by
upgrading its inflight entertainment to have complete Audio-Video on Demand, further strengthening
its co-operation with the best culinary talents of Japan in the airline meals of whole routes rather
than catering only to the more commercially important F and J class passengers (Europe, America and
Singapore routes are a best way to start off) and making its seats more plush. And to end it off,
JAL cabin crew uniforms are the best.
Japan Airlines review - by Richard Bevan
7 February 2008 Customer Trip Rating : n/a
Honolulu-Narita in Economy. Flight on a old-ish 747 but only about 30% full so I had four seats in
the middle to myself. Legroom amongst the best I've seen and was enough for me (I'm 6ft 3 tall).
Cabin crew polite and efficient. Two drinks servings before the meal and then for the rest of the 9h
flight continual circling of the cabin with different drinks. Old glasses and meal trays taken away
in seconds. Nicest long haul flight I've been on. Narita - Incheon - Narita. Much worse. The
short/medium haul flights have seats packed far more closely together. Cabin service was still good
though. On return Inceon-Narita leg I realised that part of the business class cabin is used for
economy, so just asking for those seats at the front got me a business class seat with economy
ticket !
Japan Airlines review - by J Kemp
4 February 2008 Customer Trip Rating : 
NRT-CDG in First. The shell seat is well designed for the 13 hour haul, with plenty of room for
storage, stretching out, sleeping, or watching the video on Magic 13. The in-flight service was
attentive, and FA's were responsive, friendly, and present throughout the flight. The food was
great - Japanese choice was a full "fugu" or pufferfish menu - not for the light hearted but
delicious - during the flight a wide range of snacks and light meals were available upon demand, and
despite the length of the flight I arrived in CDG refreshed and feeling like I received value for
money.
Japan Airlines review - by R Hernandez
27 January 2008 Customer Trip Rating :
Economy NRT-SIN, BKK-NRT-JFK. Couldn't complain, food was good, no delays and Magic II service was
adequate. Seat pitch is on the smaller size, but adequate. Since JAL is new to OneWorld, I was able
to use an expired Gold AAdvantage Card to get preferential seat selection for my partner and I. My
friend's late request for vegetarian was also quickly catered to, in fact they made a flight
announcement as well as posted a sign at NRT when connecting to let us know his vegetarian meal was
available for the connecting flight (a little much but very nice gesture). All in all, flights went
well and no hitches. Also NRT has free email which is handy during a 5 hour layover.
Japan Airlines review - by K Sun
22 January 2008 Customer Trip Rating : 
Honolulu - Narita round trip in Economy Class. First time I flew JAL was in August 2007. The flight
was pleasant. Service was good and the seats had individual remotes with built-in games. I had an
aisle seat and no one next to me. Second time was just a few days ago on the same route. I then
realized that the seats on JAL planes are really only made for the slim built and petite people. The
cabin temperature was also uncomfortable. It was hot both trips - not the best thing when the flight
is 8.5hrs to Japan and 6.5 hours back to Hawaii. The plane we rode on the flight back to Hawaii was
also very old. No back-seat tv's for entertainment! Other than seat size and temperature problem,
service was good. I don't think I will be flying JAL anymore though. It may have been an individual
situation and I just got lucky with the flights, but it's enough to sway me to go on a different
airline on my next trip to Japan.
Japan Airlines review - by T Wiehe
17 January 2008 Customer Trip Rating :
To Tokyo from San Francisco and back. Top quality service with polite, attentive staff. Excellent
food, service of coffee, green tea, and oolong tea.
Japan Airlines review - by Yevheniy Kahanovych
15 January 2008 Customer Trip Rating :
I used JAL domestic services between Haneda and Sapporo. Overall a pleasant experience, but some
things confused me as my first time flying within Japan. First, there is a two-step check-in. You
check yourself, then at the separate desk after another queue you check your bag. I found it
confusing and inconvenient, but it worked fast. Then, their domestic weight allowance is not
generous (15 kg), and they charge you 500 yen (around USD5) for every extra kg. Gate information
was given as small airport map with drawing showing the path from the desk to the gate. Very smart
and helpful. The plane was 767-300, very clean and well kept. Inflight bar service very basic
(coffee, tea, coke, juice), but well presented and fast. Very adequate for 1 hr flight.
Disembarkation in Sapporo and baggage service fast, so I was at the train to the city some 20 mins
after deplaning. Flight back was on 777-200. Equally nice and fast service, but one detail. They use
2-5-2 configuration for domestic flights. It's more rational in terms of functionality, but looks
cramped and creates inconvenience when central sector passengers try to arrange their bags in
overhead bins or need to retrieve their staff from the bins. This plane had ptv's with some English
programming. Baggage service in Tokyo was also fast. When you travel within Japan by JAL, try to
get special discounted eco flexible ticket called One World Yokoso. You can get it through your
agent if you travel to and from Japan by One World airline (I used BA). My discount was around 60%
off the regular price. All in all very strong 4 star experience, with no ambition for 5 star.
Japan Airlines review - by N Clement
13 January 2008 Customer Trip Rating :
Paris-Nagoya on 777-200 in Economy Class. Incredible efficiency. Boarding a breeze, gate agents and
FAs incredibly polite, smiling and quick. Economy seats very good, with foot rest. Service was
perfect. Food quite good. Toilets were clean during the flight. Video selection ok. Broad selection
of movies but screen at every seat now a bit small.
Japan Airlines review - by G Richardson
8 January 2008 Customer Trip Rating :
Seats in Economy were hard and crammed in. Entertainment system is very poor. The new "Magic" system
is of low standard as was the selection of movies. In our row of 4 seats, 2 handsets didn't work.
General inflight service from cabin staff however was good.
Japan Airlines review - by J Farrell
20 December 2007 Customer Trip Rating :
NRT-PEK-NRT flights only about 30% full - pick a seat or row - much more comfortable in coach than
on anyUS airline. I flew AA in Business Class from JFK-NRT and back and the food and service was
better JAL Coach than it was on AA in Business. They lost a bag from PEK-NRT but, when I arrived in
NRT they had forms prefilled out - and they made it as painless as possible - the bag was waiting
for me at NRT when I returned 2 days later - no hassle. If only US airlines could be this
competent.
Japan Airlines review - by Jim Reid
9 December 2007 Customer Trip Rating :
HND-HIJ return. Had previous experience with JL which was not good. However,
ultra efficient check-in both ways on this shortish domestic flight and good in flight service means
they get my custom again on domestic flights in Japan.
Japan Airlines review - by T Kinder
7 December 2007 Customer Trip Rating :
NRT-LHR, J class. Sakura lounge good. Not a fan of the JAL shell seats - at 185cm tall, they are
about 10cm to short - so when reclined, neck and shoulders out of place on head cushion and feet are
jammed it at the bottom. Food and beverage service fine. AVOD had been upgraded so 20+ movies to
choose from. Not so sure about FA's closing all the window shutters about 3 hours out of a midday
flight and wanting everyone to go to sleep. However, they responded promptly to the call button and
continued to provide service. Disappointed that despite priority baggage tags, my bags took 40 mins
to arrive while other J-class ones came out after 5 mins with lots of economy bags in between.
Suspect as bags had arrived from SYD the night before on the connecting flight they had somehow made
their way to the back of the hold. A let-down to an otherwise good flight.
Japan Airlines review - by D Wright
30 November 2007 Customer Trip Rating :
JFK-NRT-PEK return in B-747 Business Class. Shell seats are fine for sitting but when trying to
sleep, I was sliding. JFK-NRT food - especially the Japanese meal - was superb. Movie selection was
substandard. NRT-PEK in 767 was cramped, but FAs efficient and courteous. Revamped first class
lounge at NRT was an oasis of Zen-like calm, at least early in the morning. Boarding at NRT for
return flight was terribly disorganized. Overall, better than American Airlines, but would give a
slight edge to ANA this route.
Japan Airlines review - by Phillip Brander
26 November 2007 Customer Trip Rating :
Brisbane-Tokyo-Seoul return in Business class. Brisbane Tokyo sector was operated by JALways which
meant old style seating. Seats comfortable, but recline very limited for business class, and
entertainment options dated. Staff on flights in/out of Brisbane very friendly and there was an
abundance of food/drink. Tokyo - Seoul was operated with the new B777-300ER and First Class seats
offered. These new first pods are great and transform into a flat bed. The new Narita lounge is
great with some excellent massage services in there, great showers, a bar, excellent food and a very
warm ambience.
Japan Airlines review - by Michael Jones
19 November 2007 Customer Trip Rating : 
Tokyo-Brisbane economy in an old plane. This flight is operated by JALways. The 747 is really old.
No seat back TV. The seats even have the old stethescope type head phones installed! Both 747s used
on this route were first in service in 1981. 26 years old!
Japan Airlines review - by Bill Atkins
1 November 2007 Customer Trip Rating :
HKG-NRT and NRT-SIN in First. Truly outstanding, the best First Class service of any carrier I have
used. Bags carried to check-in, good lounges (Narita a little crowded), onboard service nothing too
much trouble and most needs anticipated - someone even guessed from my expression that I was too warm
and lowered the cabin temperature. Two vintage champagnes and an innovative selection of other quality
wines - try the oak-aged Japanese white. Food beautifully preapred and presented - both western and
Japanese. This is the kind of service of which other airlines should be envious.
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Customer Rating = from 1.0 (very poor) to 5.0 (excellent) |
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