JAPAN AIRLINES review 15 August 2008 : by H Knight

Customer Rating : 3/5

PVG-KIX and NRT SFO economy class as part of a Oneworld ticket. Shanghai to Osaka on a nice Boeing 767-300ER with excellent cabin. The flight was under 2 hours but the seats seemed nice enough and not cramped for a short haul flight. The entertainment system was online for this flight but I didn't use it. The cabin crew were very nice and food was good. Initially a good experience with JAL. However the 9 hour flight from Tokyo to San Francisco was not so good. On board a 747-400 which left and arrived on-time, but that's to be expected in Japan. However the seats were not particularly good. Legroom was passable but the seats had bad recline and no movable headrests which is poor. Cabin crew were polite but slow and there were no drinks runs at all. The entertainment system was OK but it was the old Magic II with no AVOD and not a huge choice. All in all not a great experience and I would look to other airlines for any future trips to Japan.

JAPAN AIRLINES review 19 July 2008 : by B Stewart

Customer Rating : 4/5

HKG-NRT-HNL return in Executive Class. Good value for money with a discounted fare. Excellent food and service in the typical JAL style although the cradle seat on the overnight NRT/HNL sector took a bit of getting used to. Transit in NRT was seamless although the Sakura lounge was jam packed during the afternoon transit of our return flight.

JAPAN AIRLINES review 19 July 2008 : by C Okamoto

Customer Rating : 4/5

CDG-NGO,NGO-CDG Business Class. FAs very attentive, friendly and present. Took the Japanese kaiseki style dinner on the CDG-NGO leg and it was superb. The western menu on NGO-CDG leg was quite average in comparison to those of the other airlines. Second meal was a la carte of 10 - 12 Japanese and western menu served upon request, anytime after the first meal, and 1.5 hours before landing. Seat was shell type angled seat. You will have to find a good position to lie without sliding down (try to lie on your side). The toilets were clean. There were too much unnecessary announcements in 3 different languages! You won't be able to concentrate on the movies you're watching as it pauses during announcements. Lastly, they do not provide amenity kit even on C class. Instead, they will come to you and ask if you need eyemasks and stuff.

JAPAN AIRLINES review 9 July 2008 : by J Ho

Customer Rating : 2/5

SYD-NRT (Executive Class): A subpar customer service experience. First, the ticket was about $7,000 USD. It was originally booked MEL-NRT but I didn't need to be in Melbourne after all so wanted to change to leave from Sydney. I was told that it was not possible. I asked why and was told because it was a non-changeable ticket. For $7k?!? What do you have to pay to make it changeable? I offered to ay any change fees and they refused. Finally, they called back to Japan and got approval to change it but I was informed by 3 different people (2 in person and 1 by email) that I should feel fortunate that they honored my request because they had absolutely no obligation to do so. Perhaps it was the language barrier but the way they informed me of this each time made me feel like a convicted felon. Next, upon check in, they would not allow me to carry my standard 21 inch carry on bag that gets carried on EVERY US Domestic flight with me and fits in the overheads. They refused stating it was too big and there would not be room on the plane and that it was likely too heavy for the FAs to lift into the bins. I told them I would lift it and they refused and made me check it. I then get on board and the entire business class cabin that I am in is nearly empty. 6 of us in a cabin for about 42 people. There were so many empty overhead bins that I could have placed dead bodies in them let alone a 21 inch carry on. I was very unimpressed that for the cost of this business class ticket, JAL did not have the class to politely accommodate a change especially since I was requesting to change to an EMPTY aircraft and they did not allow me to carry on when I do so every week in the US. Sayonara JAL, that was my first and last time flying with you!

JAPAN AIRLINES review :25 June 2008 : by Jim Marshall

Customer Rating : 4/5

JFK-NRT-BKK return Business class. JFK-NRT in 747-400. Shell (160 degree recline) seats very comfortable. Panasonic noise canceling headphones. FA very attentive. Food good to excellent. NRT- BKK (older 747-400) only portion of trip not in shell seats, but seat comfort OK. BKK-NRT in 777-300. Seats and entertainment systems a little better than any other leg. Business class lounge at NRT supe, - took a shower in a beautiful private shower/bathroom. Comfortable nap chairs in semiprivate rooms. Free back and neck massages available. There is also a children's room that is adequate. Quality of beverages excellent and varied from soda to juice to top shelf liquor. Food quality OK. Full meals available buffet style in restaurant upstairs. The quality of this lounge is a huge plus when connecting through NRT.

JAPAN AIRLINES review :17 June 2008 : by L Hoon

Customer Rating : 4/5

Shanghai-Tokyo business class in a 767 with 2-2-2 configuration. Seats reminded me of domestic first class in American Airlines - old and hopEful that use of leather will make up for lack of space. But they were fitted with AVOD personal screens, which was a pleasant surprise. Service prompt and efficient rather than warm, but I have no complaints. Sleep masks and ear plugs were offered at the beginning of the flight. High quality Japanese rice cracker snacks were offered before the meal - good meal and wine, though I was surprised that the rice was slightly burnt. Overall, it was better than Dragonair and Cathay Pacific on the Shanghai Hong Kong route. I will certainly use JAL again on this route.

JAPAN AIRLINES review :13 June 2008 : by Clive Thomas

Customer Rating : 4/5

LHR-NRT return in Premium Economy. Half empty cabin on both legs. Cradle seats recline by sliding forward - OK, but even with a leg cushion still not long enough for a six footer. Try and relocate to a bulkhead, especially A&B if free - far better recline. Economy food with extra drinks and snacks - DBML meals delivered correctly and all well thought out. At least one English (rather than just English speaking) FA in the Economy cabin on each leg. On return, this FA was really efficient and charming - fitted in well with overall service experience. Would use again, especially at discounted £1k fare.

JAPAN AIRLINES review :10 June 2008 : by Bill Atkins

Customer Rating : 5/5

SIN-NRT and NRT-HKG First Class. Superb service, excellent food and champagne/wine selection. Older style seats, but very well maintained and more comfortable than some of the newer pod seats. Bathrooms look as though they are polished between use. Fantastic new VIP departure service in Singapore and golf cart ride in HK from arrival gate to immigration. I always feel really pampered on this airline.

JAPAN AIRLINES review : 7 June 2008 : by Pat Davies

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

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

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

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

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

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

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

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

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

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

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.