Japan Airlines

Not Verified | Our flight from Sapporo to Tokyo on Dec 31, 2024 was cancelled by JAL. Although there were many other JAL flights operating on that route that day, ours was the only one cancelled and with no explanation. We asked customer service to help us because we had a connecting flight to catch. We were told to wait in line. After a 2.5 hours waiting in line, we were told that all JAL flights to Tokyo were full and we had to fly the next day and we had to pay for a hotel ourselves. We ended up paying for an alternative flight to Tokyo on ANA and then rescheduling our connecting flight to the next day (at great cost) and arranging and paying ourselves for a hotel. In addition, getting a refund for the cancelled JAL flight has been a big hassle too. I tried to call, but was put on hold.

Not Verified | I was browsing airfares for a late November trip and I stumbled across a business class fare on JAL for much less than it usually sells for. Approx $3000 USD for Toronto-Chicago-Tokyo-Bangkok return (YYZ - ORD was on AA). Considering I usually pay about $2000 for economy with my extra golf bag, this seemed like a no brainer and I pulled the trigger on that fare the very next day. That decision was the correct one. I've just returned from the trip (which is an annual one) and I've never crossed half the globe and had it feel so easy. A fully lie flat bed all the way (except Toronto-Chicago) and a completely private one at that. The food was great, the service was great, the lounges were great, check in priority and fast track immigration in Tokyo/Bangkok. It was as easy as travel can be. I've flown JAL in economy before, and even then I thought it was a superior experience than our local option (Air Canada) which continues to disappoint every time. I recall even in economy the seats were wider (fewer total seats across, 8 instead of 9) and the meals were better. Well, business exceeded expectations, even after YouTube reviews had set them sky high. I have no reservations about wholeheartedly recommending them. If I were to nitpick, and I was fully expecting it as everyone seems to mention it, is that the cabin is kept too warm. So I packed shorted and a t-shirt for sleeping in. It was manageable.

✅ Trip Verified | Just flew Japan Airlines from Australia to Europe via Tokyo. Paid for Premium Economy seats 11 mths in advance and chose Japan Airlines specifically to secure Premium Economy seats for the long flight. Two weeks before departure, Japan Airlines phoned to advise that the aircraft had been changed and Premium Economy class was no longer available. Options were to make an already long journey longer by adding another transfer in Europe in order to fly in Premium Economy or to downgrade to Economy. All arrangements for the trip had obviously been made by this time and we couldn't cancel or change carrier, so we reluctantly had to accept the downgrade. Again, booked 11 months in advance, they advised just 2 weeks from departure, and even suggested that we cancel our tickets outright and re-book, despite the ticket prices being far higher given that it was so close to the departure date. We were told we would need to wait until the trip had been completed before we could request a refund. We were also told that the refund amount couldn't be confirmed until after the trip. We were provided with no receipts or paperwork related to the new ticket purchase, and as numerous reviewers already note, the website is useless for trying to manage your own booking. We put in cash bids for upgrades to Business on our return flight, having endured the long haul economy on the way over and dreading the return, but bids on both legs of the trip were rejected. Would have been nice if there had been a red flag on our booking to say that JAL had stuffed us around at the last minute and perhaps accepting our bids would go some way towards compensating - we weren't asking for free upgrades. We get back from the trip after a very long journey in Economy and contact Japan Airlines to arrange the refund as we had been advised then the tickets were downgraded by the JAL phone operator. In short, Japan Airlines has now advised it will not refund any amount, as the Economy fare that they booked in downgrading us was the highest cost / fully flexible fare that equated to the cost of the Premium Economy tickets. This was not communicated to us at the time of the downgrade, and we certainly wouldn't have agreed if we had known that the phone operator had discretion in which booking class the downgraded ticket was allocated - how dare you spend our money without permission? The difference in ticket price between our Premium Economy tickets and Economy tickets was in the order of thousands of dollars for the two of us. I spent ages on the phone talking with different people, who all advised that there will be no refund and there is no recourse. So we have paid extra for Premium Economy class, paid in full well in advance of our travel dates, to sit in Economy, through no fault of our own and with this change being made two weeks before our departure. Extremely dissatisfied with the atrocious customer service and the misappropriation of our money.

✅ Trip Verified | The airport check-in desks and booths only opened at 6.30 a.m., less than 90 mins before our flight. A very friendly attendant helped us at the booth. JAL does not allow domestic business class passengers into its lounges. Boarding by zone was very efficient for both flights, and the onboard welcomes were cheery. The business class seating was comfortable but basic -- 8 across in the A350 and 5 across on the B737. Only drinks were served (coffee / tea / juice / water) -- no snacks. Our plane arrived a little late at Takamatsu due to congestion at Haneda. Unfortunately one of our cases was apparently left out in the rain at Takamatsu airport for some time, resulting in water seeping into it.

✅ Trip Verified | JAL economy class is outstanding. The seats are the widest in the business (if a bit hard) and the food was healthy and tasty. Flight attendants were polite and attentive. My only complaint is that the offerings on the in-flight entertainment service were subpar; it was hard to find a movie that rose above mediocre.

Not Verified | My flight from Manila to New York was really good. But my return flight was so bad. New York to Tokyo we flew via America Airlines a partner airline of JAL. Food was bad. Service was so-so. No inflight entertainment because they said headphones were not available. Imagine enduring 13-hr flight with nothing. Now my connecting flight from Tokyo to Manila they are telling me my assigned seat’s entertainment system is not available. And they wont help me get another seat. No. Im not flying with you again.

✅ Trip Verified | I recently had the pleasure of flying with Japan Airlines on a flight to Tokyo (NRT) and was incredibly impressed by the exceptional customer service I received from Ha, a ground staff agent. From the moment I approached the check-in counter. She was incredibly friendly, helpful, and professional. She went above and beyond to ensure that my check-in process was smooth and efficient. Her genuine care and attention to detail made me feel truly valued as a customer. She went out of her way to make my travel experience as pleasant as possible, and I am incredibly grateful for her assistance. I was so impressed with her service that I immediately sought out her manager to express my appreciation. I am confident that she is an asset to Japan Airlines.

✅ Trip Verified |   Check in was very disorganised. We had checked in online, but I am not sure why anyone bothers. The clerk seemed very inefficient. Security was quick enough with Fast Track, as was Immigration. But the aircraft was a tired old plane, in need of refurbishment. Service friendly and polite, but a bit unco-ordinated, (my travelling companion in the next seat was offered and received a glass of water with lunch. I was not, and had to ask twice.) The AVOD is very limited, with programmes that are very out of date. The food (Japanese selection) was adequate, but not the quality that I remember. Business Class on JAL is really not worth it.

✅ Trip Verified | A very underwhelming experience. Narrow Sky Suite very uncomfortable in the lay down position. Awful Western meal with no options and even worse pre Landing meal. Bright spot is the warm service but they have nothing to work with. Unresponsive screen worsens the trip. Only a ten minute delay which is a bright spot. Lounge in Honolulu perhaps the worst I’ve experienced yet.

✅ Trip Verified | Bought a ticket around the world and finally I could try the JAL one of the Japanese airlines. My trip was sublime. I rate this as the best airline. Cabin Crew were outstanding, food was delicious, wine are perfect. As it's Japanese it has the automatic toilets on board too. Seat comfy. Got rest, got cocooned, and now I know who to fly with !