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 428 reviews
7/10
5 star Skytrax Rating
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10/10

"a really great crew"

(Germany)

Not Verified | An excellent service and a really great crew. Even after 13 hours of flight, I could have comfortably flown another 10 hours. Many thanks to the very nice stewardesses who read our every wish from our eyes. Eine ausgezeichneter Service und eine wirklich tolle Crew. Selbst nach 13 Stunden Flug hätte ich bequem weitere 10 Stunden fliegen können. Vielen Dank an die sehr netten Stewardessen, die uns jeden Wunsch von unseren Augen abgelesen haben.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteFrankfurt to Tokyo
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"forever grateful to the JAL staff"

(United States)

Trip Verified | 2 1/2 hours before departure of JAL flight to Hawaii we realized my wife left her purse on the bullet train. It contained passports as well as iPhone, credit cards, cash and drivers license. With great good fortune, the Shinkansen train staff located the purse and we retrieved it and caught the monorail to Haneda Airport, arriving about 10 inutes prior to fight departure. The gracious ladies at the JAL counter checked us in and guided us through passport control and then through the security line intended for airline flight crews. Then, one of the counter ladies walked us quickly directly to the gate, where we arrived several minutes prior to flight departure. We boarded the plane and began to breathe again. We will be forever grateful to the JAL staff for their help.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteTokyo to Honolulu
Date FlownOctober 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
8/10

"food was delicious"

(Australia)

Trip Verified | Check in through the app and baggage drop at the airport were easy. The lounge was comfortable with a reasonable spread of food and drink and great views of the runway. Boarding was well organised and the on-board service was friendly and efficient. The food (between us we had the Japanese and vegetarian options) was delicious. The seat was narrow and with limited storage options, but comfortable enough. The flight operated on time and baggage appeared quickly. A good experience.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteTokyo Haneda to Bangkok Suvarnabhuni
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"Very smooth flights"

(Australia)

Trip Verified | Very smooth flights, operated by J-Air. Online check-in and even check-in at the airport using the normal booking reference number were not available (these flights were booked using Qantas points). However, the counter staff at both locations were efficient and found the reservation quickly. The boarding by zones process worked well, and onboard service of drinks was friendly. The seat was a little narrow. The flights operated exactly on time and baggage was quick to appear. Compared to a recent JAL Business Class domestic flight, the service, beverage and check-in process were identical and it's hard to see why one would take JAL Business Class within Japan.
AircraftEmbraer 170
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSapporo to Niigata
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"basic domestic Business Class product"

(Australia)

Trip Verified | Although the seats are comfortable and the service is efficient, this is a rather basic domestic Business Class product compared with domestic flights of similar length in other countries. Seating on the Boeing 737 is 3-2 across with old style seating. I was denied access to the domestic Business lounge because I was not a status frequent flyer member. Although this was a lunchtime flight scheduled at 2½ hrs there was no meal service, only a cup of tea. The flight operated on time and luggage was quick to appear. As often happens on JAL, the captain was silent throughout the flight.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteFukuoka to Sapporo
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"charged $200 for my surfboard"

(United States)

Trip Verified | I was charged $200 for my surfboard. Rude customer service and no option to change to an exit row. Overall a bad experience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteJakarta to Tokyo
Date FlownSeptember 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
9/10

"friendly customer service"

(Sri Lanka)

Trip Verified | Bangkok to Tokyo-Narita. I have never seen this type of customer service and hospitality in any airline in my life. Thank you very much for your staff and friendly customer service. This is the best customer service I have ever received from an airline in my life .Throughout of the journey (6 hours and 20 minutes) I Have enjoyed the "Smile of the staff." Superb !! Superb!
AircraftBoeing 787-8
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBangkok to Tokyo
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"no longer serve late night snack"

(Singapore)

Trip Verified | Japan Airlines no longer serve late night snack / porridge as compared to 10 years ago there are no meal options for you onboard unless you pre-book your meal online for dietary needs. Breakfast is decent from Tokyo - Singapore, serving sausage & macaroni 2 before landing. The seats are comfortable but I found lice in the pillow case. In-flight screen is very dated and menu is not user friendly. The service is deteriorated as compared to before.
AircraftBoeing 767-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChitose to Singapore via Tokyo
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"Overall pretty nice"

(Japan)

Trip Verified | Overall pretty nice considering the reasonable price too. Staff and Sakura lounge great. Selection of drinks is very limited. So is the selection of movies/entertainment- terrible, almost non-existing. Wifi didn’t work. And is charged extra which is not great, especially since all domestic JAL flights have complimentary wifi. Cabin was clean though not very clean. The seat is very comfy when you sleep, however really far from the screen and when you eat it’s just somewhat awkward.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteTokyo Narita to Frankfurt
Date FlownJuly 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

"both flights are my all-time best"

(United States)

Trip Verified | At Changi, despite still being 5 hours prior to departure, the ground staff team let me check in early, and I was glad that I did even though I had checked in online because the process took quite a long time due to this being a US-bound flight. Eventually, I was sent through the automated gates of passport control, and after some rest, I made it to the gate. Boarding was made on time, and strangely, neither I nor my other family members was allowed to accompany our travel party who needed wheelchair assistance, something that was not the case on the Haneda-Los Angeles leg. Having purchased this ticket through American Airlines, JAL and AA made a miscommunication that eventually led to me and my other family members being seated separately from each other on the Singapore-Haneda leg of the trip, but I believe that was a fluke because the seats on the Haneda-Los Angeles leg was set correctly. What I got on both legs were friendly cabin crew despite the agonizingly long duration of the flight, sumptuous meals, in-flight entertainment system with a great selection of contents and old-school but easy-to-use layout, wide legroom and seat width for economy class, friendly ground staff service on all airports, and adequately air-conditioned cabin and mood lighting. I arrived early at Haneda but arrived late in Los Angeles, and on the latter flight, the crews just couldn't stop apologizing for the delay, something seemingly textbook when it comes to Japanese culture but very appreciated. When one of my family member's IFE system stopped working, the flight attendant, as a gesture of apology, gave him another form of in-flight entertainment through the very stable in-flight wi-fi. Overall, I would surely try JAL again, and I have never said this before - but I learned a lot from this airline. I hope other airlines can also learn from JAL, too, because I can confidently say without a shadow of a doubt that both flights, SIN-HND and HND-LAX, are my all-time best so far. No wonder they're a 5-star airline and in the top 5 best airlines in the 2023 list.
AircraftBoeing 767 / 777
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSingapore to Los Angeles 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
yes