Japan Airlines

✅ 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.

✅ 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!

✅ 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.

✅ 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.

✅ 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.

✅ Trip Verified | I sat at seat 1K next to the galley and the lack of service/attention I received on my flight from Narita to Frankfurt was astonishing. Outside of the main meal, I was ignored for almost the entire flight. I slept 6 hours after they served lunch (after takeoff) and I woke up to find that the cabin attendants had not picked up my trash (napkins/empty water bottle). You might think this is not to disturb me, but I left it on the mini counter that was on the outside of my suite. After I woke up and for the remainder of the flight, they never walked up to me willingly and asked me if I needed anything. I had to use the flight attendant call button to ask for one of the meals you can order anytime on JAL. What astonished me is the cabin attendant pretended to forget to serve the meal to me. The head cabin attendant came to apologize to me and I told her I still wanted the meal because I haven't had anything to eat since the lunch after takeoff. She should have already guessed that also, since 12-13 hours had elapsed at that point in time. She still did not serve me the meal though. I landed at my final destination extremely hungry, which is something that has never happened to me on any business class flight, especially long-haul ones!

✅ Trip Verified | Flew from Manila to Tokyo and JAL regional from Tokyo to Sapporo. The flight was quite pleasant and seamless from the the check in to the flight itself. Food is usually a chore on airlines but I really enjoy JALs offerings. I don't really have complaints for any part of the trip since they really make it seamless for you. I guess I would just like more international connectivity as their domestic flights already have wifi, I wish they could offer (even with a fee) wifi for international flights and perhaps keep it free for domestic.

✅ 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.

✅ 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.

✅ 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.