Japan Airlines

Customer Reviews

5 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 416 reviews
7/10
5 star Skytrax Rating
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5/10

“crew were great on both flights”

(Thailand)

Trip Verified | The crew were great on both flights, very kind and helpful. Lounge access was great too! The seats were not that comfortable, inflight entertainment system not great, neither was the food. Considering the approx. 50% premium I paid for Premium Economy over the economy fare, I am less than satisfied. On the way back, Japan Airlines mishandled one of my bags in Osaka (not a very busy international airport), and got it a day later.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteBangkok to Houston via Tokyo
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"happy to find my favorite Japanese sake"

(Japan)

Trip Verified |  I flew back to Tokyo Haneda out of London Heathrow in Business Class on New Year’s Day with JL 42. Unfortunately, it was not until 3 days before that I knew that I had been downgraded to Business from First because of plane change. My new plane was set to have no First Class. The services on board they offered me, however, reversed the unexpected. A chief purser assigned me a seat with next one empty. For dinner I opted for Japanese cuisine. After the first course was completed, I proposed that I should alter for Western cuisine. A flight attendant accepted it without hesitation and willingly served me a beef fillet steak as the main course, the sauce of which tasted a hint of Japanese soy sauce. I was only too happy to find my favorite Japanese sake on the beverage menu, Imanishi, brewed in Sakurai, Nara Prefecture. Also how lucky to discover a very palatable Bordeaux on board! I slept tight on a wide flatbed, which left nothing to be desired, until 2 hours prior to landing. Then I took some refreshments featuring cheese and fruits, naturally along with the Bordeaux. Japan Airlines helps passengers arrive in better shape.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteLondon to Tokyo
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

“a great attention to details”

(Australia)

Trip Verified | Japan Airlines is no doubt best airline in the world and deserve a 6 star rating (as it is better than many of the 5 star airlines on Skytrax). The thing standing out is the service of the cabin attendants. They are always very polite, efficient and have a great attention to details (eg when they see bathroom on the other aisle is vacant, they will direct passengers to the empty bathroom). Seat pitch is wide, but the sky wider seat has poor padding. I would say Japan Airlines has built in a lot of service elements based on Asian preference - if you are not an Asian or are more comfortable sticking with the western style (say food or move options, or you are just a fan of alcohol), then you will be disappointed.
AircraftBoeing 787-9
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSeoul Gimpo to Sydney
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

"paying ¥6000 for extra weight"

(Bahrain)

Trip Verified |   I was able to secure a Business Class ticket for a very good price and it was such a nice journey. Service is top notch which is expected from JAL and the seat was comfortable. My only drawback is the weight policy for the baggage which allows only 20 KG for checked baggage (even for J Class) and as a hardcore shopper, I ended up paying ¥6000 for extra weight. This is not always a good option for me and I would rather fly with ANA to take advantage of their piece policy which allows 2 pieces 23 KG each for economy.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteTokyo Haneda to Fukuoka
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"Airplane crew was nice"

(Singapore)

Not Verified | Airplane crew was nice, and pillow was comfortable. Food was as good as it looks, and the large variety of movies were enough to keep me occupied for the whole trip.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSingapore to Tokyo
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
8/10

"crews were attentive"

(Singapore)

Trip Verified | Great service, the crews were attentive and have been walking around throughout the whole flight to ensure that customers are comfortable and you can call them if you need anything. Good amount of legroom and wide selection of movies, some of which are pretty recent. The crews also keep going back and forth offering drinks and snacks which was cool. Though legroom is good but the width of the seat is a little too narrow. The taste of the food has many room for improvement. Quality of the entrainment screen can be improved as well.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTokyo to Singapore
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"had to ask three times for my cup of coffee"

(United States)

Trip Verified | All announcements were primarily in Japanese and the stewards barely spoke or understood English. They announced two main meal choices. By the time they got to me, only one was available, a curry-based meal. I couldn't bare the thought of eating something like that. There were no other choices and I politely refused. Later, they came around with a pastry and choice of tea or other drinks. I asked for coffee and had to ask three times for my cup of coffee. And during our breakfast they chose not to retrieve my tray until all other passengers were cared for. Stewards kept passing by and looking at my empty tray, but wouldn't attempt to grab it. I would not recommend this airline.
AircraftBoeing 777
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTokyo to Chicago
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"beef cooked so rare I couldn't eat it"

(Australia)

Trip Verified | A mediocre business class experience both to and from Tokyo. Sky suite III was tight, claustrophobic and uncomfortable. Only 1 meal service for a 10 hour flight, the rest is on demand. I ordered 'western option' for lunch which was beef cooked so rare I couldn't eat it. After 45 mins reheating it hadn't improved. The 'Japanese option' was no longer available. On demand offerings included a stodgy vegetable curry or noodles so I settled for a ham and cheese panini which did not meet my expectation of a business class lunch on a long haul flight. Service was friendly but after meal service crew disappeared though they did respond to passengers ordering drinks etc. The return flight was just as bad. After 3 1/2 hours into a 10 hour overnight flight the cabin lights were still on because they hadn't finished the meal service. Lights then came on 2 hours before landing which is ridiculous when passengers are trying to sleep. Again, only one meal service with rare beef the western option. There was nothing available vaguely resembling breakfast food to choose before landing at 6.25am and when I asked, I was pointed to lasagna. Last orders anyway are 2 hours before landing so, again, only limited time to sleep. Cabin announcements were inaudible and there was no information from the cockpit. The cabin was kept hot throughout the flight. Boarding at Haneda was by bus and a shambles. There aren't enough buses and the flight was nearly an hour late taking off but no information provided or updates. This was our first time with JAL and it most certainly will be our last.
AircraftBoeing 787-9
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteSydney to Tokyo
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"a really great crew"

(Germany)

Not Verified | An excellent service and a really great crew. Even after 13 hours of flight, I could have comfortably flown another 10 hours. Many thanks to the very nice stewardesses who read our every wish from our eyes. Eine ausgezeichneter Service und eine wirklich tolle Crew. Selbst nach 13 Stunden Flug hätte ich bequem weitere 10 Stunden fliegen können. Vielen Dank an die sehr netten Stewardessen, die uns jeden Wunsch von unseren Augen abgelesen haben.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteFrankfurt to Tokyo
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"forever grateful to the JAL staff"

(United States)

Trip Verified | 2 1/2 hours before departure of JAL flight to Hawaii we realized my wife left her purse on the bullet train. It contained passports as well as iPhone, credit cards, cash and drivers license. With great good fortune, the Shinkansen train staff located the purse and we retrieved it and caught the monorail to Haneda Airport, arriving about 10 inutes prior to fight departure. The gracious ladies at the JAL counter checked us in and guided us through passport control and then through the security line intended for airline flight crews. Then, one of the counter ladies walked us quickly directly to the gate, where we arrived several minutes prior to flight departure. We boarded the plane and began to breathe again. We will be forever grateful to the JAL staff for their help.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteTokyo to Honolulu
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes