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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2/10

Japan Airlines customer review

(United States)

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.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
8/10

Japan Airlines customer review

(Singapore)

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included variety of games television shows movies from various regions around the world but many of them were rather outdated.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.
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

(Malaysia)

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.
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)

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

Japan Airlines customer review

(United States)

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

Japan Airlines customer review

(New Zealand)

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.
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

(Australia)

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.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
6/10

Japan Airlines customer review

(United States)

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.
Seat TypeBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
5/10

Japan Airlines customer review

(Australia)

My wife and I travelled London to Sydney via Narita using JAL all the way travelling Premium economy. The most disappointing aspect of the JAL flights was the very poor food - options and quality. It was substandard relative to what is available elsewhere and for the price (either in terms of FFPoints or money) of a Premium economy flight . We were disappointed. Also the in flight entertainment system gave very limited options for films. Having moved about Japan internally on occasions the food and the film options were intended more for a Japanese customer base and not for a global community of travellers.
Seat TypePremium Economy
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
10/10

Japan Airlines customer review

(United States)

HKG NRT 767-300 in business class. Flight left and arrived on-time. The flight attendants were very attentive. The lunch served was very good. My wine was always topped off. The crew could not have been better. The IFE was excellent with a forward camera for take-off and landing. I had not flown JAL in a few years but was very impressed and will try them again.
Seat TypeBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes