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Japan Airlines  Passenger Reviews and Japan Airlines Passenger Trip Reports



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Japan Airlines Customer review :  1 December 2014 by K Morris    (USA)

Rating : 1/10

Score 1 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

The price for the service is too high. The customer service at this company seems to be, a "well you already booked, so there is nothing you can do" attitude. They are not willing to try to make any accommodations to their customers. Prices are higher than other, better airlines. For an Asian based airline, I was very disappointed. Inability to choose seats before the flight for certain booking codes is one thing, but to allow it on one leg of the trip and not another is odd. After purchasing a RT ticket, I was able to chose seats for the outbound flight. When I inquired about seats for the return trip, I was told that the fare did not allow it. I even offered to pay to be able to select a seat and was told that I would have to pay over $600. $250 of that was a penalty for changing the ticket? Really? The representative seemed to be completely uninterested in trying to come to a reasonable solution. Since when is upgrading a ticket class worthy of a change penalty? I am sorry that I chose JAL.



Japan Airlines Customer review :  20 November 2014 by Jeff Kingston    (USA)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew LAX-NRT-HKG r/t in Business. A mixed bag. The long haul between LAX and NRT features the new JAL business class suite. The seat itself is roomy and offers excellent privacy and it folds down into a comfortable flat, horizontal bed. Unfortunately, JAL has a tendency to overheat the cabin which interferes with sleep. On the return trip, I solved the over-heating problem by accompanying the purser to the heat control to reduce the heat from the previously set 26 degrees (which is insanely hot). Meals were ok (had the Japanese selection). Champagne was excellent, the rest of the wines inferior. Oddly, no breakfast available on the overnight flight back to LAX. IFE had an excellent screen and the worst selection of films one could imagine. The flights between NRT and HKG were on a 767 with simply terrible seats. They were of the type which AA used 20 years ago in business class. IFE was primitive and awful.



Japan Airlines Customer review :  28 October 2014 by Y Ogawa    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

HNL-NRT Flt 783. Check in was good - quick, fast and even offered to escort me to lounge. Inflight service - clearly separated from the rest of the pack right here. Chief Purser immediately recognized my emerald status and escorted me to seat. Asked if I needed anything else and got my pre flight drink and no less than 45 minutes in the air, drinks, snacks were served. During the entire flight, never intrusive, smiles were sincere and were incredibly professional. Very impressed with the Thai crew who were working that flight as well. The knowledge of Japanese culture and language was incredible. Good value for the money and its very obvious JAL is working very hard to get the trust of the customers again. Hats off. The Food was excellent, the entertainment was very up to date and never got bored the entire time. The NEO seats on the 787s were good as well.



Japan Airlines Customer review :  23 October 2014 by Parr Barry    (Australia)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Just flown Business Class 777, SYD-NRT and 787, NRT-CDG. The Shell seats are appalling, uncomfortable and no privacy at all. JAL should be completely ashamed about using them. The number of seats jammed in to Business Class was a real shock. So grateful that we can choose much better carriers in the future. We won't choose LAL again. 787 was also a complete let down, all the fuss and it's just another plane. All the benefits go to the carrier in cheaper fuel costs. Not to the passengers.



Japan Airlines Customer review :  2 October 2014 by C Barry    (Australia)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew Sydney-Tokyo-Sydney in Economy on JL772/JL771 in September. Both flights were on time. Service was absolutely excellent on both flights. The food was quite good. I didn't use the IFE. What was surprising though was the seat. I am 189 cm (6'2") tall and despite being in the middle of Row 48 on both flights I was able, with a bit of wriggling, to stretch my legs straight out. Makes all the difference on a long flight. All in all, good flights and good value for money.



Japan Airlines Customer review :  23 September 2014 by L Satoru    (Singapore)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew on Boeing 767 from SG to Haneda. Overall very good airline, the only downside was that there was very limited entertainment on board flights for people who don't speak Japanese.



Japan Airlines Customer review :  7 September 2014 by Greg Fry    (Australia)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Sydney-Narita-Paris-London-Haneda-Narita-Sydney. Excellent, attentive staff. Food was good quality with ample servings. Liked the ability to order later meals and drinks via the on line system. Toilets were exceptionally clean. The seating was comfortable and of good size. The Skytrax flat bed suites were private and with the mattress were good for sleeping. We appreciated the night layover at the Nikko hotel at Narita at the end of our Sydney-Narita leg. Only disappointment was the entertainment which was a bit limited in range re movies. I would fly with them again.



Japan Airlines Customer review :  15 August 2014 by Hollender Sean    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I traveled to Tokyo with a 1 year old and a 2 year old. My wife and I were a bit concerned, but the stewardesses were so wonderful and helpful with us. They really went out of their way to make the long flight from Boston a pleasure. One of their cabin crew came out and returned a pacifier and helped take our luggage to Ta-Q-bin for shipping. They gave the kids presents of snacks and let me walk the 1 year old in the back of the plane when they were not busy prepping. They just went out of their way to be so helpful when I know we were those customers with those kids.



Japan Airlines Customer review :  24 June 2014 by R Maaccuswell    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

JFK-Tokyo-Hanoi and return on same route. JFK-Tokyo route both ways flew on the 787. Overall a great experience. You really can tell a difference in the climate and the windows are larger and good that you can dim them. Seats, I am 5'10" 240lbs and honestly had plenty of room. My only issue with the seats is after about 5 hours the seat bottom feels really hard and uncomfortable. That is my only complaint. Service was A+. Our 7 year old got a tad airsick (used a bag). The FAs were amazing making sure she was ok. Food all acceptable. Plenty offered and if you wanted more just ask. Tokyo-Hanoi and back was 767. Again wonderful service all the way around. Seats a tad more comfortable. Inflight entertainment on all segments was fine, plenty on offer. Overall, first time flying JAL (usually fly CP or Korean to Asia) and would fly them again in a second.



Japan Airlines Customer review :  9 June 2014 by R Moore    (Australia)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew from Frankfurt to Tokyo (Narita) in new Business Class and it was the best I've had. Service was outstanding (like Emirates used to be) and the new seats are fantastic. Thick mattress and decent size pillow allowed 7 hours sleep which is the most I've ever had flying from Europe to Asia. Lots of storage room for glasses, book, iPad if you have the aisle seat. Huge TV screen and good selection of latest movies. Staff were really nice and friendly and seemed to care that the whole flight was enjoyable! Western food was OK but apparently the Japanese offering that me travelling companion chose was excellent. I will certainly try to fly to Europe via Japan in the future.



Japan Airlines Customer review :  3 June 2014 by M Thacker    (USA)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

JFK to Narita, excellent staff, did not see them pay the Japanese passengers more attention and spoke very good English. Economy class was reasonable comfortable. Wifi did not work the entire flight (kept dropping). Food was average but we were fed twice with a snack in between. Pilot did a very rough landing at Narita.



Japan Airlines Customer review :  28 May 2014 by R Paterson    (USA)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

JFK-NRT return on 777-300ER in Business. Also HND-ITM return in 772 outbound and 763 inbound, both in Y. First, the trans-pacific legs: ground staff excellent at both JFK and NRT, super fast check in, polite and welcoming. Sakura Lounge in JFK fine for a business class lounge, decent supply of snacks and drinks. Lounge at NRT simply fantastic, excellent private showers, great drinks selection and good choice of hot dining options upstairs, cafeteria style. Onboard, hard product for these 773s are simply the best J class in the sky right now. Lay flat bed with airweave mattress pad allows for deep, restive, complete sleep. Privacy of window seats is unmatched, couldn't see anyone else in the cabin or any leaking daylight from opened shades. Food is stellar, especially the Japanese options. Loved the dine on demand ordering through the AVOD handset. FAs polite and friendly once you engage them although I noticed they were much more vocal and consistent with Japanese pax. Now for the negatives: service a bit slow during dining, was forgotten for about 45 min while others were served, then finally when given food salad course was skipped and remaining courses were incomplete (no bread, had to ask for utensils, etc). Sorry but having to ask for your food on a $6,000 revenue ticket is a bit embarrassing for all parties involved. AVOD very limited. Cabin a bit warm but not unbearable. Also, outbound IFE audio didn't work, power outlet at seat broken, JAL Sky WiFi inoperable until I did a little creative clicking around to get the login process to work. Little qualms that were negated by the immense comfort and privacy of the hard product. Overall, the best way outside of F cabin to get to Japan. Would fly again.



Japan Airlines Customer review :  27 May 2014 by Alan Krawec    (Canada)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

SIN-NRT in Economy on May 26. Efficient boarding. Pushed back 10 minutes early. Friendly service but extremely average food. Good IFE. An okay experience but not as good as ANA and nowhere near as good as Singapore Airlines.



Japan Airlines Customer review :  18 May 2014 by J Curtain    (Australia)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Naha to Tokyo Haneda. Very courteous service, IFE was limited, but not too bad for a two hour flight. The refreshments were limited. Just a drink and no food.



Japan Airlines Customer review :  17 May 2014 by Michael Hollifield    (South Korea)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

GMP-HND during the long holiday weekend in Korea, May 3-6. We were on an ancient, domestic, all economy configuration 763. No business class, no duty free, no AVOD. Granted, it's a 1.5 hour flight, but it was a blast from the past. We were seated in 2C/D, which would normally be business, but was their special, extra room seating on this plane. Seat selection was available here online for no extra charge. It was a wider, cloth seat with manual buttons. Service was pleasant for an Asian legacy carrier on this route. To be honest, I expected more for this high value, business route. The food was a chicken and mayonnaise sandwich in a box with some rice crackers and pineapple. Very simple. We departed and arrived on time without delays. The one surprise - they put as the farthest gate in the airport. Literally. Very end of Haneda, down two giant hallways that took about 15 minutes of speed walking. As we booked last minutes, our tickets were extremely expensive (750$ RT), so I do feel that, for the price we paid, that we could've had a slightly nicer (updated equipment) experience.



Japan Airlines Customer review :  23 April 2014 by Simeone Enrique    (Belgium)

Rating : 10/10

Score 10 out of 10

Cabin Flown

First

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Heathrow to Haneda, B777 new suites, 1st class all perfect from beginning to end, excellent cabin crew and very skilled staff bilingual and polite! Again full cabin, but they managed to fulfil all my requirements. Will fly them again.



Japan Airlines Customer review :  8 April 2014 by Charles Berlin    (USA)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

JL 004, NRT-JFK, 7 April, Business Class. What a disappointment - I was thrilled when JAL put back the 18.30 flight to JFK as it makes perfect connections from many cities. I was also looking forward to going on a 787 - what a disappointment in almost all areas. The shell seat is horrible (yes, they are upgrading it over the course of the year), a Mini-Pillow for sleeping, one size of "flight sweater" which looked like a ladies small. The first drink not put down until we were in the air for 70 minutes - quality of the food is OK - AVOD is geared strictly towards the Japanese market - they had most of the new releases but only 4 "oldies" and about 1 hour of non-movie programming in English. There were also only 2 lavs for 60 people - there was one up front in the galley behind the cockpit but it was blocked off.



Japan Airlines Customer review :  28 March 2014 by F Wong    (Hong Kong)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

HKG to NRT and return, JL736/735. After not having flown with them for over 20 years, I was full of expectation, and it was slightly disappointing. In terms of service and courtesy, they were spot on! The English proficiency level of the cabin crew was more than satisfactory, contrary to other reviews claiming they were hard to be understood. The business class was disappointing due to three aspects, uncomfortable out of date recliner seat, with remote control on the arm rest which could easily be triggered wrongly. Average food (in portion and taste) and average AVOD. It was evident to see Japan airlines were trying to cut cost by not providing 3 course meal served separately, all was served on one tray which was rather cramped. The toilet is basic with the absence of toiletries such as hand cream or cologne, which is a norm for most business class. General temperature of the aircraft a bit on the warm side, rather uncomfortable for the 4 hours duration. However, on a positive note, one could see cabin crew did their best with the limited resources they have been given. On the ground, check in staffs both in HK and Japan were excellent, lounge in HK was just a shared one, and in Narita we used the Sakura lounge, which is spacious and comfortable. All in all, it was clear that Japan airlines had her golden days, but is now struggling to survive, so they concentrate on the longer routes, and give only the very basic to short haul routes. Given the cost, I shall look elsewhere.



Japan Airlines Customer review :  26 March 2014 by P Dolfi    (USA)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

BOS-NRT, NRT-BKK, BKK-NRT, NRT-BOS. Jan 12 and return Mar 11. Good airport, Boston Logan - one of the best! Transfer / airport at Narita was excellent. Cabin crew, friendly and sincere. JAL food very poor quality. However, JAL has the best coffee in the air! Very good entertainment options inflight. Seats are just big enough, 5'10" / 155lbs. Smooth flight(s), very professional flight crew. Apart from the food, very good airline.



Japan Airlines Customer review :  24 March 2014 by J Jeffrey    (Canada)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew ORD-NRT-ORD. We booked this flight specifically to get the Japan experience before our tour and were not disappointed. Food and service in Economy was excellent. I really appreciate the larger seats in the new 777 configuration. I'm a big man, 260 and found I had ample room, comfortable seat with all the inflight amenities possible. Flights were on time to the minute which we appreciate for the quick connection with AA to YYZ.



Japan Airlines Customer review :  24 March 2014 by A Yomi    (USA)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

JFK-NRT, JAL 005. B777-300ER - New JAL Sky Suite. Economy Class. Check in was smooth and easy at JFK. Being an AA Platinum Elite member (Sapphire leveling on One World carriers) it means an extension of preferred benefits network wide. What JAL does differently though is that it immediately includes Priority Boarding status and lounge access indication on your ticket which I found helpful and convenient. A bit of a slight negative in my praise, if ever so little, is that the lounge at JFK has seen better days and could use some sprucing up. I must say this was one of the most pleasurable flight experiences I've had in a long time having flown so far (14 hrs straight) and in economy class. What's impressive about what JAL's done is design a standard economy seat with comfort and practicality foremost. With a pitch of 34", this has got to be one of the most generous legrooms in coach period. JAL takes Premium Economy to the next level with a whopping 42" and a whole slew of other amenities. Meal service was also a big plus. Two full meals and a mid-flight snack were served. The initial meal after takeoff comprised of two different types of appetizers, fruit salad, slaw salad and your choice of entree. Very scrumptious. The meal on my return journey, on a different airline, Cathay Pacific was a scant offering by comparison. Inflight entertainment was fairly good though lacking a little in the variety of English language TV shows. Movies were excellent - several recently released Oscar nominated flicks were on feature. Also really enjoyed the cabin crew, they were all very gracious and accommodating. Overall, a very pleasurable experience.



Japan Airlines Customer review :  13 March 2014 by J Thompson    (USA)

Rating : 4/10

Score 4 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew Business Class, March 4th from LAX to SIN, LAX to NRT in new business class seat was good, NRT to SIN in 767. New flat seat ok but too narrow to lay down flat, must be on your side. Return March 11th, 767 was an old one with no lie down seats, just recline which are not good. NRT to LAX, seat good but service was not, it was 2 hours before they asked if you wanted a drink. I don't think I will go with JAL again.



Japan Airlines Customer review :  6 March 2014 by Tan Augustine    (Singapore)

Rating : 1/10

Score 1 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

We were involved in the aircraft congestion in Haneda Airport due to the snow storms in early February and had to suffer a flight delay of some 34 hours. Despite the fact that we were issued boarding passes and therefore considered to be transit passengers in JAL's care custody and control, no assistance by way of ground staff assistance or assistance with hotels or meals. When drinks were served, the stewardess was reluctant to request the passenger in front to put his seat upright as 'he was sleeping' causing inconvenience and discomfort to the passengers in the following seats. Breakfast was some sort of unrecognisable stew, totally unappetising with no choice whatsoever.



Japan Airlines Customer review :  17 February 2014 by Abd Karim    (Malaysia)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew from Narita to Singapore on 5th February 2014. Boarding was systematic considering it was a full flight. Was looking forward to flying on the 787, but they change the equipment due to the maintenance conducted on the 787 fleet. Flight departed on time. Food was ok but the cabin crew were helpful in doing several rounds of drinks throughout the flight. Seat was comfortable but the only negative point on it was the entertainment box was situated beneath the seat in front, which limits the legroom. I suppose this applies to the window seats of their 767 fleet. Love the feeling of flying on the 767 as it feels roomier with less pax per row, 7 abreast in the 767 compared to 9 abreast in the 777. Would fly them again.



Japan Airlines Customer review :  11 February 2014 by J Curtain    (Australia)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Singapore to Narita, 767, 1 Feb. Excellent, flawless service. Very tasty food. But the servings could have been greater for a flight of nearly 7 hours. A morning flight that arrived late afternoon should have included more then one fairly small meal and a small serving of cake. IFE was OK, but fairly limited. I hope the Dreamliner returns to service soon.



Japan Airlines Customer review :  20 January 2014 by B Williams    (Australia)

Rating : 6/10

Score 6 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

KMJ-HND on B738. Flight departed and arrived on time. No IFE, but for Japanese radio. Seats were narrow with no lumbar support. Got served an average tasting cup of green tea but no food. Service was ok but a little overbearing. For the price paid, you are better off on Jetstar Japan.



Japan Airlines Customer review :  10 January 2014 by J Uitto    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew from Narita to New York on JAL yesterday. The flight reconfirmed JAL as one of my favorite airlines. Traveling in economy class for some 14 hours with my wife and 16-month-old daughter was made most pleasant by the highly professional, helpful and genuinely friendly crew. Unlike with carriers on this side of the globe, the economy class food was actually quite good. Similarly, all drinks - including champagne and cognac - were free of charge and served throughout the flight upon request. And already the check-in at Narita was a completely non- stressful event, as there is a special check-in section for people traveling with children.



Japan Airlines Customer review :  2 January 2014 by Yiyi Chen    (Hong Kong)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Tokyo to Honolulu, one of the best staff service ever experienced. Food was very nice and well prepared. Seat and entertainment was not as strong but overall, it was a very smooth and pleasant flight.



Japan Airlines Customer review :  2 January 2014 by T Chigaros    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

First

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

NRT-LAX. This was our last flight after a month vacation and was looking forward to experiencing the "new" FC cabin on their 777300. I was not disappointed. The new leather seats, great service from the FAs and food were all fantastic. Their menus are a bit complex for me and would suggest JAL look to their OneWorld partner Cathay for ideas. The tempurpedic flat bed set-up is crazy comfortable. PJs are almost as nice as Cathay's PJs. I'll be back!



Japan Airlines Customer review :  27 November 2013 by Akram EL Dimerdash    (Egypt)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

PEK-HND, Economy, Nov 12: The flight left the gate on time, but queued on the runway for almost 45 min, the flight was very good, JAL crew were smiling and very helpful. Food was ok, but it caters more for the Asian taste, the 787 dreamliner is really a great one. NRT-PEK, Economy, Nov 20: I tried to check my luggage directly with JAL via PEK to CAI, but JAL staff said they cannot do that, which is very weird! Flight departed on time, B767-200. The crew again were excellent, food is not to my taste and there was no choice, the flight was nice, seats were comfortable.



Japan Airlines Customer review :  19 November 2013 by R Shankar    (Japan)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

NRT-BOS, SFO-HND. Both sectors were aboard the 787-800 and I must say that the service was excellent. Crew constantly moved throughout the cabin, excellent large sized meals, Haagen Dazs Ice Cream and a "Snack Oasis" even in Economy where you can help yourself to various drinks and cookies/ chocolates etc.. I usually only fly ANA but I will fly JAL again for sure!



Japan Airlines Customer review :  10 November 2013 by P Mass    (Australia)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Could not check in online and select a seat with my partner, we were assigned seats in opposite sides of the aircraft for some odd reason - despite being on the same booking. IFE rather poor unless you are Japanese, Food was ok but both mine and my partner dietary requirement were not met. All other OneWorld airlines always okay. Seats are cramped and odd. The seat reclines but in an odd angle. Cabin was really hot. Overall not that satisfied with JAL and will double check if they are covering any leg of OneWorld ticket to avoid them.



Japan Airlines Customer review :  29 October 2013 by Roger Stone    (Australia)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

SYD-NRT-FRA-NRT-SYD. I generally like Japan Airlines, especially the exceptionally high service standards and generally good food. However, on recent Premium Economy travel through from Sydney to Frankfurt and return, I found the shell seats almost impossible for sleeping (were these cast-offs from the similar old Cathay Pacific seats, one wonders?) and, due to a promotional fare offer, the PE cabin was packed with noisy passengers and became claustrophobic, which tends to negate the benefits of flying PE in the first place! Also, this must be the only airline I can think of that allows passengers to keep their window shades closed during the take-off and landing phases of the flight - half the cabin was in darkness from before taxiing and then for the entire flight including the landings. Isn't this a safety hazard when passengers are unable to see out of the aircraft in case of emergency? On the other hand, I like the JAL First lounges in Narita and use of the Qantas First lounge in Sydney - excellent. Overall, however, a mixed experience, saved by an upgrade to business on one sector - a different experience entirely.



Japan Airlines Customer review :  16 October 2013 by B Owen    (Hong Kong)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

HKG-NRT-HNL R/T with a mixture of 767 recliners and 777 angled lie-flat. Service efficient and reasonably friendly. I found the seats outdated and far less comfortable than those of several Asian competitors. Briefly lost power coming into Narita which was not fun. Communication with passengers in English seems to be a challenge for the flight deck crew and seemed to be intentionally avoided. Food was generally good but nothing spectacular. The IFE on all flights was poor with limited, mediocre content. All things considered JAL is barely superior to any domestic U.S. carrier but decidedly lagging behind many others on a regional and global scale.



Japan Airlines Customer review :  1 October 2013 by C Velds    (Netherlands)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

From Tokyo Narita to Helsinki Vantaa with a Boeing 787-800, Dreamliner. Very comfortable cabin with good seats and ambient light. Large window and large video screen. Great choice of movies to see. The service was very good, very friendly staff, continuously through the entire flight. Lunch and dinner were very tasty, next to the good quality, there was also more than enough food served. Great choice for beverages and ice cream was also being served. Aircraft was clean, including the quite large and modern toilets. This was a very good flight, one of the best I ever had and the flight was relatively cheap. Definitely a recommendation!



Japan Airlines Customer review :  22 August 2013 by P Kantola    (Finland)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

HEL-NRT on 19/8/2013. The aircraft for the route was a new B787, which is quiet and comfortable as such. The service was Japanese style - extremely polite, yet distant. Food in business class was a strange mix of excellent and mediocre dishes. The seat was not a very comfortable seat for a nearly 190 cm height. It was not lie flat seat, and was uncomfortable for a business class seat. All in all a fine service, but not great.



Japan Airlines Customer review :  5 August 2013 by Stephen Rajczyk    (USA)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

My family and I flew from Narita to JFK in July 2013. We were fortunate to have row 23, seats A,B,C & D on a 777-200, which is the first row past business class. Plenty of legroom which was a blessing. However, the entertainment selection was rather poor, especially the movie selection for our 12 + hour flight. I wish they offered a bit more choice as far as the food selection goes. I know most of the people were Japanese and they liked it, but I'm not. Would I fly JAL again? If they offered the best price I certainly would.



Japan Airlines Customer review :  5 August 2013 by Rahul Raajamani Ashok    (India)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flight JL 074, 15th July 2013. KL to Tokyo and it was probably the best journey that I've had. Cabin is very well maintained, good food, cabin crew very polite and the food is exceptionally good too. I am tall and I had good leg room space and overall I was very happy in choosing Japan Airlines.



Japan Airlines Customer review :  1 August 2013 by T Reynolds    (UK)

Rating : 6/10

Score 6 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

NRT to LHR on flight JL401 on 30th July, economy. Check in smooth and fast. On board, the seats were incredibly uncomfortable. I honestly think they had just covered the hard shell of the seat in fabric because there was so little padding, but it felt like there was plenty of legroom. Customer service on board was (as expected from a Japanese airline) spectacular. I'm on a gluten free diet and the stewards, who were all bilingual, were extremely polite and helpful. What really impressed me on this flight was the food. Bearing in mind I was in economy I didn't expect to be served two gourmet meals (by airline standards) including a steak and red wine reduction! Although this was a special gluten free meal, everyone seemed impressed with the food in general, which all looked very good. Without a doubt the best food I've had on a flight, including business class on BA. Other than the uncomfortable seats, my major complaint is the IFE, which was appalling. Only a handful of English language movies, of which 4 were so-called "new releases" and only 5 of which I'd ever heard of. There wasn't a single English language TV show on board, and the Japanese programming (which was plentiful) doesn't do much for a western audience. I'd consider another airline next time I fly to Japan - on a 12 hour flight the last thing I want is to run out of things to watch.



Japan Airlines Customer review :  8 July 2013 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-NRT, NRT-LHR, LHR-NRT, NRT-SYD. Excellent service including food, cabin crew and AVOD. Was my first experience on the new Business Skysleeper seat that reclines to 100% flat. Very comfortable and very private. Plenty of room to stretch out with lots of room in the seated position to store magazines, laptop headphones etc. Ability to order meals post the first meal service using the touch screen controller on the seat. Very convenient. Excellent value as well especially when considering I was connecting to the LHR-NRT leg from Frankfurt and this flight was included as part of the original fare at no cost in J class. Will definitely fly again.



Japan Airlines Customer review :  4 July 2013 by N Fuller    (USA)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I bought a one-way ticket on JAL at the last minute MNL-NRT-JFK for about USD 800, a great value. The flights were right on time on Boeing 767 and 777, the seating and food was very good. USB charger and stainless steel silverware were extra touches. The Asian food was very good as were the Japanese beer and French wine.



Japan Airlines Customer review :  11 June 2013 by K Cross    (UK)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

NRT-PVG was excellent, food and service. TPE-HND a few days later was not so good - although a 3.5hr flight, the order for drink and meal was taken after takeoff and arrived together 45 mins later. No refill offered. The economy-style Japanese rice/pork dish had been ruined by re-heating, leaving rice more like a biscuit, pork and veg solid. When I said it was inedible they appeared surprised. An apology and hope that my next JAL flight experience will be better from manager. I wonder whether there is a different service standard in/out of HND compared to NRT.



Japan Airlines Customer review :  10 June 2013 by Richard Swart    (Netherlands)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

NRT-SYD and BKK-HND. It was my first time on this airline and I thought their service and product were extraordinary. The meals were very tasty Japanese and even served with Miso-soup. On leg between BKK-HND portions were a little small (night flight) with no meal choice. The cabin and toilets are very clean which I think is always important. AVOD was working perfectly and there were enough English options to choose from. The Crew was outstanding! They are not only correct and polite all the time, but smiling and cheering as well.



Japan Airlines Customer review :  5 June 2013 by J Hub    (Germany)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

FRA-NRT-FRA. Business class seat rather uncomfortable. Front of the business cabin was freezing while back was too hot. Staff just did not speak English which was rather frustrating at the time. I had ordered a Gluten Free meal due to my allergy and I was starving the whole time, in both directions meals were not even a snack size and just salad leaves. My main complaint would be the food, I guess JAL took the food allergy as allergic to food. It was horrible! My advice: pay a bit more and fly ANA.



Japan Airlines Customer review :  17 May 2013 by Ingrid Terpaj    (Australia)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Appalling legroom. I'm statuesque and large framed and found the lack of legroom a real problem for almost 10 hours. Downgraded from premium economy when the product was withdrawn from the Sydney - Tokyo service. The domestic connection to Osaka was far more comfortable. Food was average and more for local tastes although the noodles were redeeming. Overall a very average experience.



Japan Airlines Customer review :  17 May 2013 by T Williams    (Canada)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

BKK-YVR. 767-300. Food really excellent, ditto red wine. Lots of attentiveness from FA. Efficient airline, but a major negative is the seating in Business Class. Seats narrow and for me it was impossible to sleep because the seat does not lie flat and thus one 'slips' all the time. The airfare was ridiculously cheap, but the seating negates this advantage totally.



Japan Airlines Customer review :  14 May 2013 by Beau Lobo    (UK)

Rating : 4/10

Score 4 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

LHR-NRT-LHR. Flight was bumpy, which was due to the weather, but after eating we went through a particularly bad patch of turbulence and I became airsick. I used the supplied bag, which instructed you to hand it to staff when used. I got up to dispose of it and flight attendants avoided me for 5 minutes! Eventually a female attendant came over to me and took the bag. I asked for some water. 30 minutes later, still no water. My husband went and asked the hostess for the water, and she told him she'd forgotten and she'd just bring it over. 10 minutes later she came over with a bottle of water, by this time I was asleep anyway.



Japan Airlines Customer review :  7 May 2013 by Quek Keng Guan    (Singapore)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

NRT-CTS in Dec 2012 with family. Retrieved bags from NRT T1 to JAL domestic terminal at NRT T2. Managed to get an upgrade to J class. Terminal was busy and we were whisked to the new B737-800 by bus. Terminal was congested and we were on the runway for an hr before take off. Seats were comfortable and we slept. Cabin crew served one round of drinks to the 80% full flight. Children were given JAL stickers. Drop down screens showed flight map. Headphones were provided for music entertainment. Return flight on same aircraft. Managed to get upgrade to J class. Check in staff was new and it took her 40 mins to check in our 4 bags + 2 strollers. To our surprise, she checked in our bags all the way to Singapore even thought our flight to SIN was not under One World (Delta Airlines). Arrived on time in NRT T2 with similar inflight service provided from NRT-CTS. Aircraft's were new and J class seats with leg rests were extremely comfortable.



Japan Airlines Customer review :  5 April 2013 by P Sudhakaran    (Japan)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Nagoya to New York via Narita and the check-in services were excellent. Flight was punctual, excellent on- board service with great food and beverages. Return from New York on March 31st was excellent too. This is my fourth flight on JAL having flown to Taipei last year and their services are very consistent across the board. Their WI-FI on the flight was very expensive at $11 an hour! I feel that all wi-fi costs should be built into the ticket prices.



Japan Airlines Customer review :  6 March 2013 by J Pierson    (USA)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

JAL flight 8 from Narita to Boston, 27 Feb in business. 777 substituted for grounded 787. Everything satisfactory or good, but the first (main) meal service. There was simply no predictability to it. Some were served relatively quickly, but we and others throughout the cabin waited 2 hours for our first drink. Couple across the aisle were served a second drink, given their menus and had orders taken before we had a drink or a menu. We asked for a menu and were not given one for an hour after the first request. Food, when it came, was good and beautifully presented, as were the other meals available on request. Once poured, drinks were replenished frequently. Angled flat seat was relatively comfortable for sleep. Movie selection was disappointing, compared with AA which we took from US to Tokyo.



Japan Airlines Customer review :  1 March 2013 by Gary Page    (USA)

Rating : 0/10

Score 0 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew from New York to Osaka mid Feb in premium economy, the food on both outgoing and incoming flights was awful, the low point being the fried chicken sandwich! Having flown JAL in the past I was appalled by the food selection! Otherwise as usual all went well and was a comfortable flight!



Japan Airlines Customer review :  27 February 2013 by Timothy F Donohue    (USA)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Very disappointed with the flight. I flew from Bangkok to Narita. Check-in was a disaster. The counter agent changed my airline and departure time without telling me about the change. I believed that I had a 3 hour wait for my flight departure, whereas, with the change I needed to get to the gate within 30 minutes, on a different airline, and I missed the flight. This meant that I had to wait 16 hours for the next flight! I finally left on JAL Flight# 718. Flight staff were very friendly. The food was all Japanese, which I can not eat. The seating was very uncomfortable, which made for a long flight. This is the first time that I have commented, but the eighth time that I have flown on the airline.



Japan Airlines Customer review :  27 February 2013 by L Audet    (Canada)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

O'Hare-Narita-Bangkok. Boeing 777 Economy from Chicago delayed due to late arrival of our American Airlines flight, but still we arrived in Narita on time. Food excellent. I had travelled a few time with Japan Airlines and I noticed the food quality has increased. Staff very professional on all flights. Seat pitch is a little bit tight though. Hopefully the new economy cabin (to be available in the next few months) will provide more space. Upgraded to Premium Economy from Narita to Chicago and was quite impressed with the quality of the product (I have also travelled Business class with them a few years ago). Seat very comfortable (shell seat allowing to preserve your own space). Do not feel like going back to economy class. I will certainly fly JAL again in the near future with the new economy cabin.



Japan Airlines Customer review :  25 February 2013 by C Tung    (Canada)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I flew from Vancouver to Taipei via Narita. The first part of the trip was pleasant, entertainment was excellent but the food was poor but edible. Staff fluent in English and Japanese which was a big improvement since 2009. The second part of the trip was very hot and stuffy. Their food on the second leg was soggy and unpleasant to eat. I will definitely take this airline again.



Japan Airlines Customer review :  22 February 2013 by Denzil Bourne    (UK)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I took an AF code share flight from LHR, JAL fight from CDG to HND. B772. Aircrarft was pretty empty in economy so managed to get a row of three to myself and stretch out. The all female crew were polite and gracious as to be expected. Eye contact and smile given at all times and each member seemed to be able to speak English fluently. Leg room in Economy wasn't great and if the plane was full it would have been a tight 11.5 hours. AVOD was average and small screens on the 777. I would fly JAL again but probably pay for the upgrade to premium.



Japan Airlines Customer review :  25 January 2013 by M Afrouzi    (USA)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I flew from Tokyo to San Francisco. The seats were more packed and less comfortable than any other airline I can recall. For the first time in over 100 cross-continent flights I have taken, the airline did not offer a proper meal until 6 hours after departure! Shortly after departure a sorry snack was offered - pack of nuts and a cheddar toast. Inflight entertainment was the least elaborate I have seen with small screens. The cabin crew were nice and smiley but airport staff were extremely unhelpful. I won't fly JAL again.



Japan Airlines Customer review :  30 December 2012 by Z S Tan    (Singapore)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

SIN-HND, NRT-SIN. First time on this airline. Both flights were 787-800. 2-4-2 seating configuration for economy. Check-in was fast and smooth at both SIN and NRT airports. However, check-in counter staff at NRT had problems conversing in English. Flights were able to depart and arrive on time. Seats were rather cramped with barely sufficient leg space but still acceptable. Cabin attendants were attentive and respond to calls promptly. Unfortunately, their English proficiency was not up to standard and most of them spoke mostly in Japanese to even non-Japanese passengers. Also, despite being an international flight, all the announcements were made in Japanese before English. Food was palatable which comes in a main course, 2-3 side dishes and fruits. The drink menu was standard. IFE included variety of games, television shows, movies from various regions around the world but many of them were rather outdated. Other than the language proficiency of the staff, the overall experience was good.



Japan Airlines Customer review :  21 December 2012 by K Fong    (Malaysia)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Business class KUL to ORD via NRT. KUL to NRT was on old 767 with seats that could not lie flat at all. The IFE was new and had a good choice of programs. Service was good. NRT to ORD on new 777-300ER with almost lie-flat seats. IFE was older that 767 flight. Food was excellent. The Japanese menu was extensive. It is catered to those used to Japanese food and the American sitting next too me could not eat most of it. Service was good and flight smooth.



Japan Airlines Customer review :  20 December 2012 by Sudhakaran Pernacca    (Japan)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

My wife and I flew from Nagoya to Taipei on JAL. The check-in, seating, food and service was very good. We think the food was better than even ANA which is our preferred airline on long haul flights. I plan to fly on JAL from Nagoya to New York next year.



Japan Airlines Customer review :  19 November 2012 by Keith Schlosser    (USA)

Rating : 0/10

Score 0 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Avoid the carrier and the 787 from Boston to Tokyo. It was so bad that I would rather change planes than take the direct from Boston to Tokyo and back. 1st flight canceled (mechanical issue on 787, no parts). Spent night in airport hotel (JAL picked up tab). 2nd attempt delayed (entertainment system failed to operate). Flight leaves two hours late. No entertainment system on 14 hour flight, no power for laptops/ipads, seats were without power for 1/2 of trip. Land in Tokyo and I'm offered $70 compensation on $7500 round trip. Flight from Tokyo to Boston delayed boarding due to "entertainment system issues". Keep in mind this is a brand new 787 and it didn't have lay flat seats in premier class. Nearly all premier passengers were saying they would not fly the airline again.



Japan Airlines Customer review :  16 November 2012 by Huang Lex    (New Zealand)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

TPE-NRT, 14 Nov 2012. Wonderful experience. First time with JL and was impressed. The seat, although it only reclines, was very comfortable. In flight entertainment wasn't as good as CX. However both the on-board catering and cabin crews were fantastic. JL staff really managed to make me feel special and well looked after.



Japan Airlines Customer review :  14 November 2012 by R Koga    (Australia)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

SYD-FUK via HND/NRT, JL772/771, B777-200ER, Domestic JL313, B777-200/JL3054, B737-800. FA were friendly and helpful. I also didn't expect much from the meal, but actually it was nice. FA's frequently walk around and offer drinks and snacks. Inflight entertainment was of course AVOD. Flights departed on time and arrived earlier than schedule. Friendly fare and service. I will take JAL again.



Japan Airlines Customer review :  13 October 2012 by Sean Kuoh    (USA)

Rating : 6/10

Score 6 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

NRT to ICN. The service was good but the cabin was outdated. The food was not great- only Japanese meal available on my flight. The portion was not generous. The duty free selections were very limited on Tokyo-Seoul route. After meal, a small bottle of Japanese liquor was offered with one bag of rice snack and one bag of nuts. The flight attendants were very knowledgeable to introduce all kinds of liquors they had and kept having them coming if you wish. I ended up trying three different Japanese liquors (shochu, Sake and Umeshu). I enjoyed all of them. The service manger even wrote me a small note of how to make Japanese cocktail. In short, a good trip with good service but less competitive cabin product.





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