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JAPAN AIRLINES review :  5 May 2009 : by Roger Stone  (Australia)

BNE-NRT-JFK return economy class. I worked out that this routing gave the best option for good travel duration on each flight sector compared with very long initial trans-Pacific sector flight times on other airlines between Brisbane or Sydney and New York. This routing also offers the opportunity for a refreshing overnight transit stop at one of the Narita Airport hotels. Oddly, however, the guy at Brisbane immigration needed to be convinced that the earth is indeed round and spherical and one can fly over the polar regions between Australia and the United States. On these JAL and JALways flights the flight attendants were hard working, polite, gracious, well-groomed and attentive. B767 and B777 were clean and toilets always kept clean. My One World Emerald preferences always carried through the booking system so seat preferences were honoured and I even managed a small upgrade from base economy to premium economy on the NRT-JFK leg (premium economy seating on JAL is exceptionally good). All flights on time. The ground crews at Tokyo Narita even wave a pleasant good bye to all flights. The JAL web site offers very useful and efficient web check-in facilities. The only small disappointment I had was that, despite being a One World Emerald customer, this does not get any priority baggage handling on JAL (unlike, say, Cathay Pacific where one would get highest priority). In fact, on all flights on JAL, my bag came out last or near to last and this aspect was quite frustrating, especially after having had to go through many hours of health checks as well due to the influenza pandemic checks (which JAL handled very professionally). On the other hand, First Class check-in and access to the First Class lounge at Tokyo Naritia was very worthwhile. The ambience, food and wine in that lounge is exceptionally good. Also JAL have nice hot towels served twice throughout each flight sector. However the food servings back in '4th class' (discount economy) were pretty small and not necessarily that tasty, with the exception of the flights originating in Japan.

JAPAN AIRLINES review :  30 April 2009 : by J Campos  (USA)

JFK-NRT-YVR 747-400, Y-class. First flight experience with JAL. Exceptionally swift check-in at JFK with eager agent ready to provide info on flight and amenities at Terminal 1. Also agent insured that our child received a toddler meal. Boarding process was smooth especially as pax from Sao Paulo (where flight originated) re-boarded this full flight . Decided to take JL Flt 47 as this was the earliest departure despite utilizing an older 747-400 - later flight utilizes the newer 777-300 aircraft. Seats seemed a bit more narrow than US carriers. These small inconveniences were amply offset by the amazingly attentive flt attendants. 1-hr after departure, drinks flowed and lunch was served, followed by more refreshments. I have never witnessed more hard working flt attendants than on JAL. They moved up and down the aisle constantly. My toddler was treated to a variety of JAL gifts and offered a plethora of childrens books. The inflight entertainment system was adequate as movies were on a loop (vs on demand). Return flight via YVR (YVR-JFK on Cathay) was equally impressive although felt like the UN as pax from India connected to this flt as well as Mexicans continuing on JALs flight to Mexico City. Agree with 4-star ranking (5 with AVOD/newer plane) and will fly them again especially with children.

JAPAN AIRLINES review :  24 April 2009 : by Y Kim  (UK)

NRT-LHR First class. It was very poor service considering the class I have flown and compared to ANA on the same route. No pre flight drink service (Note: this is not allowed under Japanese law). However, there was 3 attendants for 4 first class passengers and it took them more than 30min after taking off to ask my choice of the first drink. I ordered champagne, but for them, it must have been so difficult serving me a glass finally - it took another 15 some mins. Meal service was also poor. I had 2 empty bottles of water and a can of perrier and an empty glass. They had been lying there until I asked them to take them all away. But they managed to arrange my blankets when I returned to the seat from the toilet. Japanese is my mother tongue and I have no probs communicating with them in Japanese, they were so polite, almost too polite, but no real service was offered. I changed my return flight carrier to CX. Much better and worth the amount you pay for the first class. I am sure JAL do not mind losing just one first class passenger - but I know that I am not the only one they are losing.

JAPAN AIRLINES review :  18 April 2009 : by T Chaudhary  (UK)

Heathrow to Narita return in economy class. B777-300 in good condition. The flight attendants were helpful and cheerful. But 12 continuous hours in an economy seat can get very uncomfortable. During checkin at both airports I tried my best to purchase an upgrade to premium economy but to no avail. JAL dont seem to allow cash upgrades unlike BA who charged me £120 last year on a flight back from Hong Kong. This is something JAL really need to look at and relax their rules about. I hadnt pre-booked a vegetarian option for the meals, and they didnt have any spare meals either, so had to nibble on a lot of rice/crackers & fruit. Ground staff in Narita were all polite and efficient.

JAPAN AIRLINES review :  26 March 2009 : by D Bower  (USA)

Customer service has apparently died at JAL. This week's FedEx cargo plane crash at Narita airport left JAL customer service personnel, including managers, not doing much of anything to help their passengers deal with the inconvenience of having flights cancelled. We were scheduled to return home to Honolulu from Narita when we learned at the airport that our flight had been cancelled. All week long, JAL personnel has failed to offer us any assistance in getting home as soon as possible. Even managers are telling us, "It's not our fault. There's nothing we can do." What happened to treating the customer with repsect and compassion when flights are cancelled... due to weather, plane repairs, or closed runways due to plane crashes? We're appalled by the lack of response from JAL. Up until last year, we were loyal customers of ANA but decided to switch our allegiance to JAL in part because of their reputation for great customer service. I'm afraid we may have made a huge mistake. True customer service is dead at JAL.

JAPAN AIRLINES review :  10 March 2009 : by Brian Smith  (Japan)

NRT-SFO-NRT in premium economy class. The whole reason I use JAL is for their premium economy class and the value and comfort it provides. The lounge at NRT is amazing, that standard Sakura lounges in the US airports look bad in comparison. Also, the meals are economy meals. They are very carbohydrate heavy but marginally satisfying. You don't starve, but it is mostly carb. Oddly enough, they serve economy before they serve premium and they ran out of meal choices. When I complained they apologized three times with three different flight attendants, but it still wasn't a satisfactory answer considering I paid more for my seat! Otherwise service and seat comfort were fine as usual. I recommend JAL only for their new 777's with this premium economy class product. As others have said, and myself, their fleet is imbalanced and many planes are old and decrepit.

JAPAN AIRLINES review :  1 March 2009 : by Patricia Lewis

Narita to Kona, Hawaii, business class. When will JAL put decent, modern aircraft with latest equipment to the Hawaii routes? Flew in old 747 200 to Kona, a disgrace, the seat in business class is unconfortable for 7 hours a night flight - food was terrible and the plane smells of the days people were smoking on board. Time to modernize your fleet JAL!

JAPAN AIRLINES review :  1 March 2009 : by Eugene Tan

Singapore Changi to Tokyo Narita and back from Kansai International to Singapore Changi on a 777-300. It was a nice flight. The food served was delicious. Aircraft was very new, had a very fresh and clean feel to it. The seats could have been more comfortable though, as no matter how I adjusted myself, I still couldn't find a comfortable position. And I am 5ft 6" tall. The service was wonderful - cabin crew who were caring and polite. Individual screens with a little confusing and hard to navigate menus, it made the 6 hour flight much more comfortable with a wide choice of movies and games.

JAPAN AIRLINES review :  28 February 2009 : by G Hamilton

BNE-NRT-BNE Economy. Travelled with an 11 month baby, found the staff very helpful. Limited room once the bassinett was lowered. Need to climb over seats to get out. Also very difficult to access PTV as the bassinett blocks the unfolding of the PTV in the bulk head seats. I have travelled with JAL, Emirates and Thai with our baby and would rate Thai airways the best for room when travelling with an infant.

JAPAN AIRLINES review :  23 February 2009 : by Brian Smith

NRT-HNL-NRT return in Business Class. Both flights had everything you could want in a flight: clean, friendly and attentive flight attendants, good food, decent entertainment, on-time arrival and departures and a great NRT lounge. The only problem are the aircraft. These flights to HNL are operated by Jalways, not JAL. The aircraft were both ancient and the seats were the old Sky-luxe type. Going seemed tolerable, but on the return 767, the seats were so narrow! I wish they'd replace these old aircraft and make their fleet more uniform. Was and still is my only complaint about JAL.

JAPAN AIRLINES review :  19 February 2009 : by J Johnson

This was our first experience with Japan Airlines. Our first flight from SFO to Narita was the best flight ever. A new plane with all the bells and whistles. The movie choices and video games were great. The food was good and service was nice. Then on the second leg to Manila things changed. The plane seemed older and food not as fresh. On the way back, the food also not good or fresh. And then while waiting for our flight to leave Narita to San Francisco, they announce something called a code sharing flight with American Airlines. Then tell us our Japan Airlines flight will be delayed one hour because the American Airline flight was delayed in arriving. This delay caused us to miss our connecting flight in San Francisco, and led to our three pieces of luggage to never arrive where they were suppose to. We paid for a Japan Airlines ticket, we don't know how American airlines got involved with our flight.

JAPAN AIRLINES review :  1 February 2009 : by Alan Robinson

Business class JFK-BKK and MNL-JFK. First leg JFK-NRT was on JL 47, which originates in Sao Paolo, Brazil and so has some Brazilian crew members so English is less of a problem. Seat was 19K, upper deck exit row window, which I consider the best seat on the plane. Massive leg room and a compartment to put things in. Service exceptional, food very good, on all legs. MNL-NRT was 3 class configuration sold as 2 class and as a JAL Global Club member, I was able to book a first class seat. Again on my return to JFK had seat 19K so enjoyed my trip completely. Cost me 70k miles to upgrade from Y to C but was well worth it.

JAPAN AIRLINES review 28 January 2009 : by L Audet

Customer Rating :  4/5

YUL-BKK via Chicago. Ticket price on this route is very competitive. Service from cabin crew is excellent. Food very good too, served in generous portions, wine is very good. Water and refreshments served throughout the flight. In my opinion, tighter legroom in economy class is the only aspect that keeps Japan Airlines from being classified as a five-star airline.

JAPAN AIRLINES review 20 December 2008 : by David Maerz

Customer Rating :  5/5

SYD-NRT-FRA-NRT-SYD Business class on B747-400. Every leg was outstanding: service, food, timeliness of departure and arrivals and cabin crew. SYD-NRT now has the newer Shell Flat Seat in Business. We were seated in 3A/3C for SYD-NRT which seems to be the old First class seats. Only 3 rows so a very intimate cabin in the widest part of the plane. Very comfortable seats that recline flat. Lots of room and plenty of storage. I subsequently discovered that these seats are reserved for Gold tier Frequent Flyers so how we got these is a mystery as we're not but I'm very glad we did. The flight attendants couldn't do enough - during NRT-FRA leg my AVOD stopped working and I had the senior cabin attendant and two other FA's constantly trying to re-start it over the course of a couple of hours. When my wife's AVOD stopped as well the apologies were gracious, genuine and frequent. We were both offered compensation in the form of FF points by completing a form and posting back to JAL. The new Sakura lounge in the main building of Terminal 2 is wonderful with a selection of hot food at dinner time, an attended bar as well as a self-service bar. The upgraded lounge in the Satellite building is also comfortable although no hot food. If there is a criticism it would be that the cabins are quite warm. We have been travelling JAL business for the last 4 years and will continue to do so.