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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10/10

Japan Airlines customer review

(United Kingdom)

The Check-in Staff At Narita were friendly and helpful again on-board we were greeted warmly and the cabin crew were friendly and attentive walking through the cabin to attend to anyone. I went to the back to look for snacks and the friendly cabin crew came and helped me and showed me what type of snacks they had and helped me with my coke. She was happy to listen to my travels and talked to me for a bit too. The food was lovely like home made tastes. IFE was good with easy touch screen.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
8/10

Japan Airlines customer review

(United Kingdom)

I made a return trip with JAL from London Heathrow (LHR) Terminal 3 to Tokyo Haneda (HND) in late November/early December 2014. The equipment on both legs was a 777 and I was in Business Class. It was my first experience of JAL long haul having used them a couple of times for domestic travel within Japan and overall I was pleasantly surprised. The FA on both flights a mixture of Japanese and Europeans were attentive friendly and efficient. The meals were good although they were understandably targeted at the Japanese palate. The IFE was also good with big flat screens in Business Class and touch screen controllers. Overall the cabin was excellent with a very comfortable flat bed a decent amount of space and unobstructed access to your seat irrespective of its location. The only slight negative was the fact that the middle seat in each row (which have a 2x3x2 configuration) that I had on both legs can feel rather isolated with its high partitions either side and the over head bins above. Service at HND was excellent too benefiting from the brand new international terminal facilities. The JAL Business Class Lounge was clean comfortable and reasonably quiet. Unfortunately when leaving LHR JAL passengers have to use the BA Lounge in the terminal which is small cramped and crowded. Both flights boarded and departed on time.
Seat TypeBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
10/10

Japan Airlines customer review

(Japan)

JL008 from NRT to BOS on 31 Dec and JL007 back on 5 Jan. I flew with my wife son and daughter. I used to fly to BOS via ORD or IAD with UA their direct flight to Boston seemed the most attractive to me. It would shorten my trip by 5 hours. The result: superb service all around. On the return flight I skipped dinner because I couldn't resist my drowsiness. After 4 hours sleeping one of the flight attendants got me a meal plate amiably. What a service! Please remember I was in the economy cabin. The quality of inflight meal was nothing to be desired as far as it was served in economy. IFE was satisfactory to Japanese passengers however I got to know that it was not enough for native speakers of English. Seats were more than average with footrests. On-time departures and arrivals for both legs. They observed punctuality. Finally let me show you their improvement: when we were seated waiting for boarding at E3B gate of Logan JL FA's were passing by. Much to my surprise they made bows to us smiling which I wouldn't have experienced 30 years ago.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
10/10

Japan Airlines customer review

(United States)

JFK-NRT-ICN B787 and B767. Good service. Flight attendants were serving customers non-stop and always smiled. Inflight meal was fantastic twice the portion of any airline food in the US. The meals in JFK-NRT segments in economy class can compare to and exceed the quality of meals of any domestic flights business class meals within the United State. NRT-ICN economy class meals provided a meal box in commemoration of the 50th year of the launch of flights between Japan and Korea. The flight out of NRT was delayed because of the heavy rain and airlines are not usually responsible for weather delays but Japan Airlines provided two free shuttle from ICN to Seoul to compensate for the weather delay! What can you complain about that? Inflight entertainment is flawless as well and with the new seatings on B787 coming it will be updated to Magic VI.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
9/10

Japan Airlines customer review

(Canada)

Flew from New York to Narita last month - seat was comfortable food was good really at par with the best airlines. JAL flight crew is the best and this was one of the best flight experiences I had because of the crew.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
1/10

Japan Airlines customer review

(United States)

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.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
7/10

Japan Airlines customer review

(United States)

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.
Seat TypeBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
10/10

Japan Airlines customer review

(United States)

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.
Seat TypeBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
2/10

Japan Airlines customer review

(Australia)

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.
Seat TypeBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
9/10

Japan Airlines customer review

(Australia)

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.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment N/A
Value For Money 12345
yes