Japan Airlines  Passenger Reviews and Japan Airlines Passenger Trip Reports

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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.

JAPAN AIRLINES review 15 December 2008 : by Ross MacPherson

Customer Rating :  4/5

I have been traveling JAL Business Class for 10 years, currently in NY waiting for the dreaded 14 hour stretch back to Narita. In common with so many other writers, I notice a real difference in the way Japanese and other people are treated. Last flight back from NY to Sydney, with two of us paying full Business class fares, we were told that we could not be seated together because "other customers preferences had to be accommodated" - eventually sorted out. And while we're on it - why are the cabins so hot! Do JAL people every read these blogs?

JAPAN AIRLINES review 21 November 2008 : by Peter Murray

Customer Rating :  2/5

Comments by myself (19/8), Michael Rayner (29/8) and G Broekman (5/11) have a common thread about JAL NRT-SYD Business class. Since JAL have done nothing to improve their quality, comfort or service in Business class, I suggest the moral is to fly with someone else. My letter of complaint to JAL was never answered so they have lost me for all time.

JAPAN AIRLINES review 21 November 2008 : by P Chen

Customer Rating :  4/5

TPE-NRT return Economy Class. Both flights operated by 767-300, but you can tell its aging aircraft that the only reason I can think of why JAL is still utilising them is because they want to make as much profit as possible! On the way to NRT, I was the Y class seat with very 80's look and with no PTV, so everyone has to look at the outdated big screen in front of the cabin. Despite lack of modern equipment, crew made the flight experience wonderful. After the meal and duty free services, they offer magazines and papers to those needed,. Foodwise it was tasty but lack of quantity. Interesting they had a little hot plate on the food tray to stop the hot food getting cold. Moreover, you get to see the pictures of the two choices which is a nice touch. With the most expensive ticket price in TPE-NRT sector compare to CI/BR or even ANA, I will think twice to take JAL again in the future if they don't improve their equipment.

JAPAN AIRLINES review 5 November 2008 : by G Broekman

Customer Rating :  1/5

We flew business class overnight from Narita to Sydney in October 2008. The lounge in Tokyo was fine, but service on the upper deck was appalling - I was offered no water or wine, coffee or tea without asking several times - the trolley simply passed me by. No one seemed to be in charge. The seats were wide enough, but minimally adjustable, and there was no question of any lie-flat facilities. I was left with neck pain and the determination never to fly the airline again.

JAPAN AIRLINES review 13 October 2008 : by M Baughman

Customer Rating :  4/5

JFK-NRT-PEK, PVG-NRT-JFK, Business Class. 777 with new Neo seats except NRT-PEK which was 767. Flights between JFK and NRT full. PVG to NRT only had 40 people on plane. Lounges in each airport were ok. Food exceptional and FA's attentive. English is not well-spoken, but not a huge problem. Seats pretty comfortable and easy to use and the layout of the Neo seats are very ergonomic; easy to set aside glasses, plug in headphones, access tray table, etc. Entertainment selection was very thin, especially for such a fancy AVOD system. But my real beef is that the laptop power kept dropping off, which is odd because my laptop does not draw much power. So I couldn't use laptop for more than 90 min on a 13 hour flight.

JAPAN AIRLINES review 9 October 2008 : by Kien Dung

Customer Rating :  3/5

SGN-NRT Y Class. Quiet new B767-300. It seems that all JAL economy seats are very narrow. I have a tough time to sleep during this 5:30 hour flight. The breakfast was horrible. NRT-HNL Y Class my seat (Row 76) was in the upper level of clean B747-400. Very quiet and cozy. The food, again, was bad. Other Y class that I travelled with usually offer choices of meals (especially during the long flight) - this is not the case for JAL. In general, I think JAL has good crew members and traditional hospitality service but Y class is just normal, so just don't understand why they have been rated 4 star. May be others classes are better?

JAPAN AIRLINES review 6 October 2008 : by D Schmeisser

Customer Rating :  4/5

NRT-CTS return and KIX PEK return in economy. My first JAL experiences, all on 767 clean, well- maintained aircraft. FA very pleasant and efficient, quick to offer me English language papers and were otherwise great. Japanese meal selections were outstanding. Magic III is a great system, worked well. The seats are pretty cramped, they should nix the footrests for an extra inch or two of leg-stretch room; any longer flight and I would have eventually bruised my shins. But the seat that slides forward when the back is lowered is a nice feature, wonder if I might rest better on a long-haul in that position.

JAPAN AIRLINES review 6 October 2008 : by S Le Junter

Customer Rating :  5/5

Business Class Paris to Nagoya. Aircraft 772. Business cabin almost full. Perfect entertainment system with lots of films and music. Flew several times with JAL on the same route. Excellent meals but the only point I would suggest to review is the wine menu, it never changes and the quality need some adjustments. On the other hand the service onboard was great with excellent flight attendants.

JAPAN AIRLINES review 6 October 2008 : by W Ireton

Customer Rating :  5/5

Frst class JFK-NRT B777-300. There are 9 seats in the cabin, and at first glance seems rather packed, but configuration is 1-2-1, there is a high divider between the two middle seats, and one cannot even see the person on the other side . The new foam mattress brought out for the sleeping mode is fantastic, and so is the pillow. JFK-NRT flights (005/006) have the new seats, but not the other flights (eg 046/047) that go on to Sao Paulo. I flew business class NRT-JFK, and while the seats go almost flat, there is no comparison to the new SQ business seats which have 1-2-1 configuration. JAL business seats still are 2-3-2, and forces the window passenger to "leap" over the aisle passenger if the seat is reclined. Ditto for the center passenger in the middle seats. However, seats are an improvement over the "sloping" business seats. By the way, the new seats in both business and first are only available on 005/006 and 001/002 (JFK and SFO flights).

JAPAN AIRLINES review 22 September 2008 : by T Kelly

Customer Rating :  4/5

ITM-FUK return. Domestic flight within Japan. One leg with JAL regional subsidiary JAC (Japan Air Commuter) on Dash-8. Service was excellent, drink provided on this short hop. Other leg was on new B737-800, no PTV of course but evening NHK news broadcast on LCD TVs scattered throughout the cabin. Once again, small drink service, I'm not even sure if they do meal services on domestic routes. I read other reviewers' comments about seat width, but didn't notice this on these domestic flights-- 737-800 flight felt very similar to a Qantas flight back home. Overall, decent service, though nothing particularly memorable. Tip: if you are flying to/from Osaka within Japan, use ITM rather than KIX-- much closer to city centre.

JAPAN AIRLINES review 13 September 2008 : by A Wong

Customer Rating : 2/5

JFK-NRT first class. First class check-in services/facilities disappointed. Lounge was crowded and had a job to find an empty seat. Onboard, it was the old style F seat 2 x 2. The seat was really uncomfortable. Pillow was no good. Overnight bag was really basic in today's standard. In flight entertainment was poor - tiny TV screen. Inflight English reading materials were almost non- existed. No amenities in the bathroom not until almost half way through the journey then hand cream was provided. Cabin crew tried very hard but struggled with English language. The only plus point was the Japanese food was good and nicely presented. Will I fly with JAL again on this route? No way, especially when I have to pay so much for the fare.

JAPAN AIRLINES review 12 September 2008 : by Brian Smith

Customer Rating : 3/5

NRT-DPS-NRT economy operated as the Jalways subsidiary. JAL is really inconsistent about their fleet. For example, they have 5 types of 747 configurations. Difficult to know what seat to book or not to book, and they can change easily. The service both to and from Bali was good, the food adequate, but uninspired, and the entertainment adequate. The return flight is overnight and gruelling if you are in economy. As numerous others have noted on this web site, the seats are really narrow and cramped! I was upper deck economy with exit row - coveted seats for JAL Global members (my partner is one). The IFE controller gouges into your thigh the entire flight, and the seats must be the narrowest in the airline industry! Of course the leg room was very good. Mixed experience on JAL. As I stated on this web site, the new aircraft with new premium economy is wonderful, but their other aircraft are really in need of retirement! Also, many note the second- tier feel of Jalways in comparison with JAL. Check to make sure which you are booking if that is a concern. The planes are older, but the service is fine.

JAPAN AIRLINES review 29 August 2008 : by Michael Rayner

Customer Rating : 2/5

I refer to P Murray's comments of 19 August, JAL downgraded BNE-NRT to the Jalways subsidiary. After two trips to Europe with a Jalways link, I have changed to Singapore Airlines. It has been a very disappointing change by JAL to use what is second string, as against what has been a very good service.

JAPAN AIRLINES review 27 August 2008 : by Brian Smith

Customer Rating : 4/5

NRT-JFK-NRT in their new Premium Economy class. This ticket was $1000 more expensive than an economy seat on the same dates, but I felt it was a good value. As a large person of 6' 2" and 250 pounds, I dread economy and contort myself up so that I don't invade the space of the person next to me. This seat allows for a decent ride and no contorting. Legroom is a bit blocked with IFE boxes, but not too bad. Food is economy food, but the service, in all classes, is very accommodating and efficient. Cannot compare to anything the US carriers provide. The food was very heavy on the carbohydrates, but they do feed adequately. A big plus is the access to their lounges! The Sakura lounge in NRT is enormous and has a buffet on the upper floor, not just packaged food. JFK was old style, but comfortable. I am an ANA fan, but their premium economy class doesn't quite measure up to JAL's new product, so it looks like it will be JAL from now on for my transpacific flights.

JAPAN AIRLINES review 19 August 2008 : by Peter Murray

Customer Rating : 1/5

One further comment to my recent entry. A study of reviews over the past year on this site shows average ratings of only 1 and 2 stars for JAL Business Class on the SYD-NRT leg, often both ways. Perhaps JAL are focussed on providing their best seats, cuisine and service on the runs between NRT and the USA and giving the Australians what is left over. Any other suggestions?

JAPAN AIRLINES review 19 August 2008 : by Jan Landman

Customer Rating : 3/5

AMS-NRT-FUK and return NRT-AMS, all in Economy Class. Excellent service, albeit that choice of meals did no longer exist when my row was being served. Plenty of drinks available. Smiley service. IFE above average. Check-in and boarding procedures very effective. Only real downside was the very cramped leg space.

JAPAN AIRLINES review 16 August 2008 : by Peter Murray

Customer Rating : 1/5

Two very different flights on the NRT-SYD leg. Leaving Sydney on 30 June 2008 we flew Business Class and found service, comfort and food excellent. Our seats were new, wide and comfortable, well spaced with plenty of side and leg room. The menus, both Japanese and European, were attractive, fresh and tasty; selection of wines broad and of excellent quality. Staff very helpful, eager to please and courteous. Certainly worth that premium we paid for the comfort of Business Class. But disaster struck on the return leg. We returned from Narita to Sydney on 3 August on a late night flight, still Business Class. The seats were not good quality. Mine was so narrow as to be uncomfortable. We had plenty of leg room but no width. I think they were Economy seats moved into a hastily fitted Business Class section. Both menus were so mediocre that we sent most of the food back when trays were cleared and bought a quick snack on arrival in Sydney. The staff were courteous but did not show the eagerness to please that we encountered on our first flight yet the head stewardess had the effrontery to express the wish we would travel with JAL again. She had to be kidding! The aircraft staff must have known that flight's quality was poor. It was poor Economy service at Business Class price.