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Japan Airlines Customer review :  9 October 2012 by W Mckeith    (Australia)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

My wife and I travelled London to Sydney via Narita using JAL all the way travelling Premium economy. The most disappointing aspect of the JAL flights was the very poor food - options and quality. It was substandard relative to what is available elsewhere and for the price (either in terms of FFPoints or money) of a Premium economy flight . We were disappointed. Also, the in flight entertainment system gave very limited options for films. Having moved about Japan internally on occasions, the food and the film options were intended more for a Japanese customer base and not for a global community of travellers.



Japan Airlines Customer review :  8 October 2012 by T Nelson    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

HKG NRT 767-300 in business class. Flight left and arrived on-time. The flight attendants were very attentive. The lunch served was very good. My wine was always topped off. The crew could not have been better. The IFE was excellent with a forward camera for take-off and landing. I had not flown JAL in a few years but was very impressed and will try them again.



Japan Airlines Customer review :  6 September 2012 by S Perraud    (France)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Paris CDG - Tokyo HND. Everything went smooth from check-in to landing. The one-year old service from Paris to downtown-located Haneda airport is extremely convenient. Moreover, the new Int'l terminal at Haneda is state-of-the-art and very clean. The cabin was quite old but the service and the IFE were excellent. The system is very smooth and quick and offers plenty of contents. The food was great and the large choice of drinks was refreshing. No delay, great service, great product, friendly fares.



Japan Airlines Customer review :  10 August 2012 by S Ku    (Taiwan)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

NRT to TPE on Thursday evening. Check in was smooth and quick at the JGC counter. The exclusive "Special Security Gate" was very convenient for Business Class and JGC passengers to pass the X-ray check. The Sakura Lounge was just outside the immigration-check counter, which is convenient. The dining service was very good in the lounge and the working environment was also very well. The flight was on time. Cabin attendants were really nice. The food and services were excellent. It was overall a very nice experience.



Japan Airlines Customer review :  3 August 2012 by M Graaf    (Netherlands)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Nagasaki to Osaka with JAL my flight got cancelled (had to return to Nagasaki) due to tech problems. I needed this flight to catch a European connection next morning early from Osaka. In Nagasaki, the ground staff of JAL went out of its way to help me. Booked another flight for me with ANA from Fukuoka to Osaka Kansai early next morning, reserved a hotel for me in Fukuoka, arranged a taxi to bring me to Fukuoka airport, gave me money for dinner/breakfast. Things can go wrong with every carrier. But I have never seen a carrier solving a problem in such a superb way!



Japan Airlines Customer review :  23 July 2012 by S Dorsey    (USA)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew JAL from Bangkok to Tokyo, on a 6-hour flight. Enough room for most people to have whole row to themselves. Pillows and blankets for everyone which were very good quality. Food was good, and they served green tea. In flight entertainment was AVOD which was nice.



Japan Airlines Customer review :  16 July 2012 by Sam Moss    (Australia)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

SIN-HND and NRT-SIN. Aircraft for both flights were new 767s with MAGIC V entertainment and new Recaro seats. Both flights departed and arrived on time. Flight to Haneda was a night flight, so a little snack and drink was served before the lights were switched off for a good four hours. Breakfast was a Japanese-style omelette with rice and noodles (only one option), which I did not particularly enjoy. Staff were friendly and polite throughout. The flight from Narita to Singapore was a day flight, two snacks as well as a lunch were served. Service was fantastic on this flight as well and there were two options for lunch which were both quite tasty. Inflight entertainment was average, the large MAGIC V touch screen was great, however there was a limited number of movies and the music selection was poor compared with that on my connecting flight to Australia with Qantas. Despite some minor drawbacks, where this airline excelled was its customer service, which was excellent from beginning to end. Overall my experience with JL was great and I would have no hesitation with flying them again to and from Japan.



Japan Airlines Customer review :  20 June 2012 by D Ho    (Singapore)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Traveled SFO-SIN with transit at HND. SFO-HND plane was a pretty old plane and full as well, in-flight entertainment was OK. Service was generally courteous and food was pretty decent. HND-SIN on a newer, more spacious plane with newer entertainment system but programme was exactly the same. It was an overnight flight and we were served breakfast a bit too early at just after 4am. Arrived half an hour ahead of time.



Japan Airlines Customer review :  19 June 2012 by Bob Cleary    (USA)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Initial leg HNL to TOK, B767. As a Sapphire Member in one world alliance, the check in process at HNL was very smooth, orderly and efficient. The Sakura Lounge was average, but allowed for a good working environment. Boarding was also no issue. Flight attendants were very pleasant, spoke fluent English and were available through out the flight. Numerous refreshments offered, including soup, tea, water and coffee. Meal service was very good. Hot, ample and tasty. AVOD system offered many options and the screen size acceptable. Aircraft was an older 767, but in good shape and comfortable. Second Leg TOK to PVG. Able to use the Sakura lounge in TOK. Very comfortable, good food service, as well as call brand refreshments. Boarding was again efficient and smooth. Food service quick and ample good tasting portions. Flight attendants were very nice and always available. Did not use the AVOD, as a nap was certainly needed. Overall a fine experience and would certainly recommend the carrier, except that they do not credit your account with 100% miles, unless one is paying full coach or better fare. That's a drawback.



Japan Airlines Customer review :  18 June 2012 by S Choithramani    (Japan)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I went on a domestic flight from OKA-HND. The flight was very comfortable. Since I was tourist in Japan I requested the air hostess to teach my daughter Japanese paper folding 'Origami' and she squatted down for 40 minutes and taught my daughter with a smile and in the end presented her with an ice-cream. The service was great for a domestic flight.



Japan Airlines Customer review :  18 June 2012 by Robert Thompson    (Australia)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

We experienced the cancellation of our flight Narita/DME. Sincere thanks exceptional service and support we received in the business lounge. The cancellation was annoying but unavoidable. Assistance and courteous support meant no hardship resulted and we arrived at our destination with gratitude.



Japan Airlines Customer review :  28 May 2012 by R Lubbers    (USA)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

777 SYD-NRT and 787 HND-PEK. Food was good but not fabulous on both legs, IFE was good but other carriers have a much broader selection. Where JAL truly stands out is customer service. From the moment the boarding pass is scanned at the gate to the exit onto the jetway, one gets the impression that these employees care about superior service. How refreshing after the take-it-or-leave-it attitude on most US- based carriers! 787 was a nice experience with the oversized windows which darken at the touch of a button, and the ride is slightly quieter than other aircraft's, but cannot see that the individual passenger experience is greatly improved. My only criticism of JAL is that the cabin is kept a little warmer than I would like, as others have commented - still, it wasn't bad enough to deter me from flying them again.



Japan Airlines Customer review :  21 May 2012 by M Flynn    (Thailand)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Vancouver-Tokyo-Bangkok. The service was outstanding, the food the same. The seats on these flights are outdated and have not been upgraded in years. Other airlines for the same price or lower provide better seats. It is a long trip and for the cost of a business class ticket better seats are expected and should be provided.



Japan Airlines Customer review :  26 April 2012 by H Aggarwal    (USA)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Still at Tokyo NRT Admirals club, waiting for connecting AA flight to Dallas. First leg New Delhi to Tokyo. In New Delhi, after priority boarding was over, everyone else was waiting when suddenly a Japanese official turned up and started moving a few people from the back of line and few late comers towards the priority entrance. He kept shouting – with no one understanding and shrugged others off. Awful inflight service, it seems as if staff are forced to serve passengers, they want to get it done as soon as possible and don't respond to calls. I saw calls from multiple passengers left unanswered. Most of the food was ok. Twice, they provided empty cup for tea/coffee as part of meal tray but my cup went empty both times. On the other hand, admiral club facility at NRT proved to be a great experience. Much better than those in Chicago. After today's experience, I would not travel JAL, unless I am forced to.



Japan Airlines Customer review :  13 April 2012 by L Lehnert    (Mexico)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I had two flights - one from Beijing to Tokyo and a connecting flight from Tokyo to San Francisco. Both were excellent. Flight attendants were polite, helpful and made sure blankets and pillows were available. FA's responded quickly when I needed water for medication. Meal service was excellent with good food on both flights and real silverware. Seats were more comfortable than you usually find in economy. Overall, I was very pleased and will definitely fly them again.



Japan Airlines Customer review :  12 March 2012 by T Fukuyama    (Japan)

Rating : 6/10

Score 6 out of 10

Cabin Flown

First

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

B777-300ER skysleeper solo (CDG-NRT) 3A. Seat is not full flat and is uncomfortable and old. It is possible to fully extend your legs although your heel is in the air because of short seat. Inflight entertainment is good and enough to enjoy in Japanese, English and Chinese. The 10 inch monitor is very small and old-fashioned. I chose Japanese cuisine and seasonal appetizers were very cold (almost frozen). A la carte menu was very good.



Japan Airlines Customer review :  29 February 2012 by Mark Freyton    (UK)

Rating : 6/10

Score 6 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Nagoya to Narita to connect with an international flight in J Class. Airport experience consistent, efficient check-in and security, and very disappointing lounges. No food on offer for this early morning departure. Boarding well organised and friendly crew. Sadly again nothing but a cold drink on offer on this 55 minute flight. Have travelled JAL a few times in Executive Class and it seems you never get anything but a cold drink in a paper cup. Connection worked well though. Sadly the lounge in Tokyo was so busy I did not get to eat there either.



Japan Airlines Customer review :  28 February 2012 by Raj Manakkal    (USA)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

ORD-NRT route, Executive class. Cleanliness and high quality service can be expected. Would love to see JAL compete more with entertainment: entertainment network choices are not as high as a US based airline. Food: Though quality is quite good, the Western menu is pretty much steak and 1 other seafood choice. The eat any time menu seems to be the same as well over the last few years. Cabin comfort: The HVAC of aircraft is usually very warm to the point that it becomes uncomfortable for some Westerners. Other Asian airlines are becoming super competitive and I think JAL can do better.



Japan Airlines Customer review :  30 January 2012 by D Ryan    (Australia)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Sydney to New York, via Tokyo in premium on all flights. The seat was very good and recline is decent with enough legroom. Service was excellent on the USA legs, yet the Sydney routes not as good. Extra services like lounge access, priority boarding and priority baggage handling make PE on JAL an excellent choice!



Japan Airlines Customer review :  19 January 2012 by David Maerz    (Australia)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

SYD-TYO-SYD. Excellent service from cabin comfort and cleanliness to food (variety and quantity) to attentive and professional cabin crew. Experienced the First Class lounge at Narita for the first time and was impressed. Good selection of food and drinks and very comfortable. Have already booked our next journey with JAL in April.



Japan Airlines Customer review :  9 January 2012 by M Handa    (Australia)

Rating : 6/10

Score 6 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

SYD-NRT-SFO return Dec 2011/Jan 2012. Premium Economy seat was not as good as I thought. The leg room was fine as I am not tall person but the seat recline was just as bad as economy. The lounge service was a bonus. The food was the same as economy and was ok. Movie selections pretty much the same as other airlines. FA's were professional, polite and pleasant.



Japan Airlines Customer review :  12 December 2011 by Roger Stone    (Australia)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Sydney-Tokyo-London return. Superb flights, all on time or early. High quality and professional inflight service where flight attendants seemed to be able to anticipate one's need before-hand. With the possible exception of SYD-NRT, high standard of food offered throughout. The bathrooms were kept spotlessly clean and looked brand new. Good, quiet, first class lounge at Narita, although Japan Airlines uses the BA First Class Lounge at Terminal 3 at Heathrow and this was not so good. However, for the price offered, this was very good value for, what was overall, a five star experience.



Japan Airlines Customer review :  18 October 2011 by A Bartlow    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

San Francisco to Tokyo return with our 2 month old son. They provided diapers and a bassinet for our son to sleep during the flight. The staff was very courteous and helped us before, during and after the flight. We also had priority boarding because of our baby, so we did not have to stay in line. They have individual TVs and the beverages are free unlike US airlines.



Japan Airlines Customer review :  17 October 2011 by J Rose    (USA)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

NRT-SYD in Premium Economy. This cabin is a well-priced alternative to economy in theory, contains shell-style seats, good IFE, etc. My biggest complaint is related to legroom. Although Premium Economy has more advertised legroom than Economy, due to the presence of large metal boxes (presumably supporting the IFE) under the seat in front of me, I couldn't fully extend my legs, which made it hard to sleep, hence negating the value proposition. I did notice these boxes throughout the cabin so suspect it wasn't just my seat. And I'm neutral to negative on the shell seat as well. Yes it is nice that nobody is reclining in your face, but the slide is awkward and I don't find it terribly comfortable. Food in Premium Economy much more akin to Economy than Business. Cabin attendants were attentive, warm and professional.



Japan Airlines customer review :  13 October 2011 by J Rose (USA)

 

Trip Rating :  9/10

Score 9 out of 10

Recommended:

Yes

Value for Money:

Yes

Cabin Flown:

Business

JFK-NRT in Business Class on B777-300. Exceptional service and delicious food. Seat comfort was good - not great as I found the bed position to be a bit awkward and hard to get comfortable for sleep. IFE excellent. Only real negative was the 2x3x2 configuration, which would be unacceptable if I had a middle seat. Ground staff and cabin crew were attentive, professional and caring.


Japan Airlines customer review :  10 October 2011 by Jacqueline McGill (Australia)

 

Trip Rating :  2/10

Score 2 out of 10

Recommended:

No

Value for Money:

No

Cabin Flown:

Premium Economy

LAX-NRT-SYD premium economy. The staff were lovely, very helpful. The seats were terrible, my husband is 6'2" and I am 5'7" and neither of us could get comfortable. They may suit if you are under 5' but for average height and weight we found it impossible to get comfortable, foot rests were too short (cut into your calf) and when the seat reclines it creates a gap at your back that makes it very hard to relax. The cabins were also very warm, no airflow and food was also terrible.


JAPAN AIRLINES customer review :  10 October 2011 by O Karthaus (Japan)

 

Trip Rating :  9/10

Score 9 out of 10

Recommended:

Yes

Value for Money:

Yes

Cabin Flown:

First

Only 3 out of 9 seats occupied. Food was great, as was selection of champagne and wines. The Solo Sleeper seat is nice, cushions are on the hard side. The seat turns into a flat bed, which is a bit narrow though. The entertainment system is good, but screen in First is quite small. I prefer the bigger screen in Business. So, for a day flight, take business (good food, excellent entertainment), and for a night flight first (good sleep after an excellent meal).


JAPAN AIRLINES customer review :  22 September 2011 by K Tippett   (Australia)

 

Trip Rating :  4/10

Score 4 out of 10

Recommended:

No

Value for Money:

No

Cabin Flown:

Economy

Sydney-Tokyo Narita-Sapporo-Tokyo Haneda then Tokyo Narita-Sydney. The seating was cramped, I am 170cm and my knees were up against the seat in front, my husband was much more cramped than me. The entertainment system was average - all movies started at the same time. The domestic legs were thankfully short, it was actually a novelty how old the aircraft's were for these legs, but the cabin crew were lovely. We tried to upgrade on the return leg but were told our ticket class was not upgradable. They didn't do anything wrong as such, but didn't really do anything right either, and it is just too long a flight to be that uncomfortable.


JAPAN AIRLINES customer review :  11 September 2011 by E Dysanco   (Canada)

 

Trip Rating :  10/10

Score 10 out of 10

Recommended:

Yes

Value for Money:

Yes

Cabin Flown:

Economy

Originally flying with American Airlines from Dallas-Tokyo but due to a delay in our flight from Montreal we were rebooked with Japan Airlines from Chicago-Tokyo. From the ground staff at O'Hare Airport to the service onboard, everything was great and I was very well treated by everyone. I can tell the smile and friendliness were genuine. I will continue to fly with JAL.


JAPAN AIRLINES customer review :  2 September 2011 by Diane Johnson   (USA)

 

Trip Rating :  0/10

Score 0 out of 10

Recommended:

No

Value for Money:

No

Cabin Flown:

Economy

My daughter and I flew LAX to Narita. Other reviewers have mentioned this - the air temperature in the cabin was stifling. It was so warm I felt sick. I was wearing a dress and sandals, so it wasn't because I was overdressed. Nine hours of this was horrible. As was the food.


JAPAN AIRLINES customer review :  30 August 2011 by Bruce Addison   (Australia)

 

Trip Rating :  0/10

Score 0 out of 10

Recommended:

No

Value for Money:

No

Cabin Flown:

Premium Economy

Sydney to Narita then to O'Hare return in Premium Economy. I have been flying JAL regularly since 1985 and these flights were probably the worst I have experienced. Terrible seats, hard, tiny tilt back and no legroom under seat in front, very average food and low quality Spanish wines. With an enforced stopover in Narita they have even cut out supplying breakfast. The airline is definitely going down hill.


JAPAN AIRLINES customer review :  25 August 2011 by J Knibbe   (Australia)

 

Trip Rating :  9/10

Score 9 out of 10

Recommended:

Yes

Value for Money:

Yes

Cabin Flown:

Economy

Seoul Gimpo to Tokyo Haneda. Plane was modern and clean, cabin temperature comfortable. Seat back entertainment was good considering flight is only 2 hrs. Flight attendants were friendly, professional and spoke adequate English. Departed and arrived on time. Only criticism would be the bento box served as lunch was too small.


JAPAN AIRLINES customer review :  24 August 2011 by Bill Hansen   (Japan)

 

Trip Rating :  10/10

Score 10 out of 10

Recommended:

Yes

Value for Money:

Yes

Cabin Flown:

Economy

NRT-DME return. Both flights on time. Extremely good service, attentive crew. Plane clean and entertainment system had a large choice of titles.


JAPAN AIRLINES customer review :  22 August 2011 by M Stringfellow   (Australia)

 

Trip Rating :  8/10

Score 8 out of 10

Recommended:

Yes

Value for Money:

Yes

Cabin Flown:

Economy

SYD-NRT. Premium Economy. Crew hospitable. Avoid the window seat as it is still difficult to get out of. Movie selection okay although no noise cancelling headsets. Staff were respectful.


JAPAN AIRLINES customer review :  19 August 2011 by L Atkin   (Australia)

 

Trip Rating :  10/10

Score 10 out of 10

Recommended:

Yes

Value for Money:

Yes

Cabin Flown:

Premium Economy

SYD-NRT-LHR, B772 AND B773 Premium Economy. Great flights, reasonable inflight catering SYD-NRT, and better NRT-LHR. Good selection of alcohol. Good IFE, but more recent selections would be good. Seat comfortable and plenty of leg room for a 194cm passenger, especially in row 17 (bulkhead). Only downside is the noise cancelling headsets promised on the JAL website don't materialise. For the price a really good option for long haul Australia to Europe or US, especially if you want a stopover in Japan.


JAPAN AIRLINES customer review :  3 August 2011 by Pandu Waskito   (Indonesia)

 

Trip Rating :  7/10

Score 7 out of 10

Recommended:

Yes

Value for Money:

Yes

Cabin Flown:

Economy

Jakarta-Narita-Jakarta on B777-200 aircraft, Economy class. There was no delay for either outbound or inbound flight. Cabin was so-so, clean, tidy, and nice, inflight entertainment was okay. Meal tasted very nice, cabin staff were very deft and courteous. The only downside from the flight was the air conditioner felt pretty warm on CGK- NRT sector, some passengers including me told the FA, and problem was fixed afterwards. The other was Tokyo- Ishigaki-Naha-Tokyo with B737-400 and B747-400. No delay, overall flight was so-so, just a little disappointed when there was no hot meal for Tokyo-Ishigaki and Naha-Tokyo service which is a quite long domestic flight.


JAPAN AIRLINES customer review :  25 July 2011 by Y Hannan   (USA)

 

Trip Rating :  10/10

Score 10 out of 10

Recommended:

Yes

Value for Money:

Yes

Cabin Flown:

Economy

ORD-NRT on Boeing 700-300. The Economy cabin was full, so they upgraded me to Premium Economy with no extra charge. The service was exceptional and the food was great. NRT-ORD in Economy. The seat wasn't as small as I expected but I'm only 5'2", so I can imagine what it would be like for someone over 6'. The service was excellent and the food was good.


 


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