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

"it is always worth the money"

(United States)

Trip Verified | It is always a pleasure to fly on Japan Airlines. The check in at Haneda International is always seamless with JAL. The 10 hour plane ride to Los Angeles was very nice. The stewardess was awesome and food was very good. JAL tends to be a little more expensive but it is always worth the money. I would always recommend to use JAL when traveling to Japan.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTokyo to Los Angeles
Date FlownJune 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
1/10

"more than disappointed"

(United States)

Trip Verified | I am more than disappointed in the overall quality and service on JAL. Our family has flown internationally many many times and have never experienced the terrible customer service that we did on this flight. Our initial route out from Chicago-Tokyo-Bangkok was in Business Class for all 4 of us. The food was absolutely terrible and the flight attendants were not the nicest. On our return trip we were split up with 2 of us being in economy. My daughter (4 yo) and I sat in economy and I actually cried because I was so upset with the entire staff. They refused to give my 4 year old and snacks or ice cream that they passed out to every person on the plane. Their excuse was that she ordered a special meal so she couldn’t get anything else. Well everyone else on that plane that ordered a special meal still got many snacks and ice cream. The “special “ meal was absolutely disgusting. I wouldn’t have given it to an animal. It was not distinguishable in any way and they gave her fish with cheese sauce as the “bland meal” along with raw onion and pepper salad. The flight attendants also didn’t serve her any drinks without me having to almost berate them. They said no one was allowed to switch seats and I couldn’t trade with my husband up in business either, yet the man sitting right next to me was given the bulk head seat alone with no one next to him after our flight took off. Every single flight attendant on the flight was the worst I’ve experienced in all my international travel. We will absolutely NEVER fly on JAL again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to Bangkok via Tokyo
Date FlownJune 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
4/10

"seats were old and worn"

(Japan)

Trip Verified |  It seems they are holding out for their new A350's before providing a proper service to business class passengers. Cabin crew were friendly and helpful. The seats were old and worn. Flight was delayed one hour due to an IFE technical problem. JAL don't communicate their meal service too well, so left waiting or wondering what the plan is and communication of baggage procedures in Tokyo is awful. This may be mainly a Japan customs procedure, but airlines should communicate properly. Unfortunately JAL did not do this.
AircraftBoeing 777-300ER
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteNew York JFK to Tokyo Haneda
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
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