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 393 reviews
7/10
5 star Skytrax Rating
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6/10

"rule is book 24 hours in advance"

(India)

Trip Verified | No vegetarian options in the Sakura lounge. When requested we have run out of options. Booked Jain meal for parents. They only have request for one sector. Tokyo to Bangalore and not for SFO to Tokyo. The rule is book 24 hours in advance. Who would book only one sector? we book business class to get personalised attention and care. The seats are good and comfortable. I might still travel JAL for my own logistics reasons of timings etc but not because I felt good with the airline.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteSan Francisco to Tokyo
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"so smooth and comfortable"

(Australia)

Not Verified | I recently flew return from Sydney - London. As a family of four with 2 children. (17 month year old, and a 3 year old). I can't thank JAL enough for the exceptionally high standards they provided. From check in at the front desk to the plane journey. It was so smooth and comfortable, and the food was delicious. I also want to mention how they let us board first due to having young children. We are very grateful for this- it was a fantastic experience. Thank you so much, look forward to flying with JAL again in the near future.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon to Sydney via Tokyo
Date FlownApril 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
7/10

"terrible ground staff"

(Taiwan)

Trip Verified | At Haneda Airport, I encountered terrible ground staff. They seemed reluctant to have passengers check in at the counter insisting customers use the kiosk to print their boarding passes and baggage tags. There were staff members present, but they seemed to be in a bad mood or too tired and didn't want to help passengers with issues they were facing. I always thought that Japan Airlines' service was full of enthusiasm and proactive in assisting customers, but that was not the case.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteTokyo Haneda to Taipei
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Very disappointed in the food"

(United States)

Not Verified | Wonderful cabin attendants. But, the food was really bad. Kentucky Fried Chicken is not a good meal unless you are children. Very disappointed in the food selection.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Bangkok via Tokyo
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"very disappointed"

(United States)

Trip Verified | I am very disappointed because the airline would not allow me to book seats until check in. Then my wife and I were assigned seats that were not together. We were unable to get anyone to even try to help. Customer service pushed us off to ticketing. We showed up at 5am for our 8am flight as they instructed, only to be told to ask at the gate. We went to the gate and asked and, without even looking in the system the gate agent just told us they would not change our seats. This was NOT the Customer service l that will make me want to fly this airline again! International premium trips are too expensive to be treated poorly. What's worse is a corporate culture that doesn't encourage problem solving/customer service. For example if they cared to try do you think they could've found 2 people in regular economy who would've liked premium economy seats? Not 1 employee thought of that. I won't fly with them again.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteBangkok to San Francisco via Tokyo Narita
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"experience was awesome"

(Canada)

Not Verified | It was my first time flying with Japan Airlines and my experience was awesome. It was on time and I reached the destination before the scheduled time. Their customer service was excellent. I did not select any meal for my flight and unfortunately, they didn't have any vegetarian options. However, their crew member went out of the way and she cooked mushroom curry and steamed rice for me and showed me the ingredients of mushroom curry so I could be sure it didn't have any meat. I really liked her act of kindness. They truly know how to care about their passengers.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTokyo to Vancouver
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"get the feeling you are valued"

(Australia)

Trip Verified | Can never say enough good comments about Japan Airlines. Customer first culture is a winner. From check-in where personalised service starts, taking us to an alternate counter so we do not need to queue, boarding and inflight service. Always attentive, even during night flights. You always get the feeling you are valued.
AircraftBoeing 787-9
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteTokyo to Sydney
Date FlownFebruary 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
10/10

"Absolutely fantastic trip"

(Australia)

Trip Verified | Absolutely fantastic trip. The crew put every possible effort to welcome me onboard and to accomodate every possible desire from extra snacks to champagne. Selection of food, presentation and attention are at absolutely highest possible level. Special thanks to the team of Taguchi, Takemura, Jarupoom, Oochi for hosting me aboard and to making this flight as easy as a breeze. Thank you again
AircraftBoeing 787-8
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteSeattle to Tokyo
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"an outstanding experience"

(India)

Trip Verified | I recently had the pleasure of flying with Japan Airlines and I have to say that it was an outstanding experience from start to finish. I booked my ticket through Delhi Office. Here one employee made the process seamless and efficient. He went extra to help me book Airport Hotel in Tokyo as well as getting my frequent flyer points credit on timely manner. Upon arriving at the airport, I was greeted by friendly staff who made the check-in process a breeze. The airport lounge was comfortable and well-equipped, with plenty of amenities to keep me occupied while I waited for my flight. Once on board, the flight crew was professional and attentive. They made sure that all passengers were comfortable and provided excellent in-flight service. The plane itself was clean and well-maintained, with comfortable seats and plenty of legroom. I was also pleasantly surprised by the quality of the Indian food and drinks offered on the flight. I am vegetarian and food was exceptionally good. Overall, I would highly recommend Japan Airlines to anyone looking for a hassle-free and enjoyable flying experience. They truly go above and beyond to ensure that their passengers have a comfortable and enjoyable journey.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteDelhi to San Francisco via Tokyo
Date FlownDecember 2022
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

"excellent service and comfort"

(United States)

Trip Verified | JL68 on Dec 14, 2022 - Best flight of my 4 (SEA-HAN & SGN-SEA) to Vietnam. I agree with another review that JAL serves good food ex-Tokyo, but mediocre on other routes. Very satisfied with the excellent service and comfort on this trip, and I rate this carrier just as good as other 5* carrier that I have flown recently (Asiana, EVA & Singapore).
AircraftBoeing787-8
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTokyo Narita to Seattle
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes