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

Japan Airlines customer review

(United States)

BKK-NRT on B767. Check in good but the lounge was not. Very small and cramped with the smoking room door opened. The flight was fine. Service pleasant and the food good although small in portion. Drink service and midflight snack was also on the small side. Seats fairly comfortable for the 5+ hour flight.
Seat TypeBusiness Class
Value For Money 12345
yes
7/10

Japan Airlines customer review

(Indonesia)

Jakarta - Tokyo economy class. Check in excellent at CGK. Onboard comfortable with friendly and excellent FAs. For the 7 hour flight I think this flight needs more food and drink. IFE was old fashioned and small selection of movies and music.
Seat TypeEconomy Class
Value For Money 12345
yes
6/10

Japan Airlines customer review

(Japan)

NRT-CDG in Y class on B777-300ER. Crew offered good service with a good response. Seats were cramped. My feet touched the next seats which is not comfortable for 12+ hour trip. Food quantity and quality is seriously decreasing comparing to a few years ago. Entertainment OK with AVOD system.
Seat TypeEconomy Class
Value For Money 12345
no
5/10

Japan Airlines customer review

(United States)

Chicago to Narita which was a very nice flight all things considered. The food was good service was good and although there was not tons of leg room I was comfortable enough (I am only 5' 2"). The way back to Chicago from Narita was a nightmare. I had a seat next to my husband and all was fine at first till the Asian woman in front of me reclined her seat over halfway. On the flight there I had mine reclined about 1" and when asked by a Stewardess to move it for the man behind me I did even though it was not mealtime. This woman would not move at all and the Stewardess would do nothing and even as a short person I was uncomfortably cramped. I asked the woman and the Stewardess for help but was ignored by the woman and told by the Stewardess she could do nothing. Then mealtime came they made her move and after the meal I put my pillow against the window and went to sleep. When I woke up (because I was in pain) her seat was all the way reclined and my legs were all cramped up. I asked her and the stewardess again with no result. I finally went and stood in the back of the plane and refused to sit in that seat unless the woman moved. I talked to the Stewardess explained that when asked to move I did explained I was in pain and said I paid just as much for my ticket as the other inconsiderate woman did. After standing there about 20 minutes they finally gave me a seat on the other side of the plane (which was a lot more roomy and the people over there were considerate). Nothing would have been done had I not forced the issue and I did not appreciate being treated that way. I will not fly JAL again not even in a higher class that was hands down the worst experience I ever had on a plane. I guess it is a value price if you don't mind being exceedingly uncomfortable for 14 long hours but I do mind. They only get a 5 because my flight one way was good but it is still a 50/50 gamble.
Seat TypeEconomy Class
Value For Money 12345
no
8/10

Japan Airlines customer review

(Australia)

Japan Airlines Sydney-Tokyo return. The flight is operated by Japan Airlines on behalf of Jalways. The service is polite and graceful. We travelled Premium Economy Class and there was always staff on hand to assist or offer you a drink soup or snack. Premium Economy seats are quite comfortable and have large tables. The meal service (the same as normal economy class) in both directions was good. I think they need a few more new release movies on their AVOD system and another inch or two of legroom so that it easier to slide out into the aisle when sitting at a window or middle seat.
Seat TypePremium Economy
Value For Money 12345
yes
8/10

Japan Airlines customer review

(Australia)

Sydney-Narita B777. Staff fantastic both on the ground and in the air. Japanese and Western choice for meal noodles during the flight and snack before landing. I'm 6' and was able to stretch out in the seat however the seat was a little hard. We got an excellent companion deal which made it excellent value even compared to several premium economy fares.
Seat TypeBusiness Class
Value For Money 12345
yes
3/10

Japan Airlines customer review

(United States)

JAL roundtrip from Chicago to Tokyo last week. I could not believe the 777-300ER had no individual ventilation system per seat. Whatever the reason the result is that the economy section was extraordinarily hot and stuffy where my daughter and I were sitting - to the point where she got sick and had a mild asthma attack. For 12 hours I was sweating with no relief. The return plane was a bit better but very uneven. It would cool down only to get hot again for 45 minute stretches. Several passengers including myself complained about the poor ventilation and A/C. I walked all over the economy section and noticed that as I walked down an aisle I could literally feel the temperature change - the uneven cooling was that noticeable. JAL flight attendants heading to Narita were very sweet to my daughter who had to sit in the jump seat in the galley as it was significantly cooler. On the way back to Chicago the flight attendant I complained to who was serving our side of the economy section was rather argumentative saying some passengers complained they were cold and had extra blankets. Well hardly anyone in economy had them as it was easy to check. I called her out and asked her to prove this and then she shut up. I happened to casually chat with 3 other passengers on this leg who also complained about the atrocious ventilation/temperature. What is going on here? JAL's food is pretty bad and the section is cramped but I got what I paid for so no complaints. They were very efficient in their service all around even if the food was awful and the red wine I got had actually turned into vinegar. I shall never fly them again.
Seat TypeEconomy Class
Value For Money 12345
no
7/10

Japan Airlines customer review

(Japan)

Narita-Amsterdam return B777-200ER. Boarding very smooth at both airports. Inflight service reasonable though flight attendants used very basic even rude English with customers whom they believed could not use Japanese which was a sharp contrast to the elegant Japanese used with Japanese passengers. The economy class seats are terrible unless you are a dwarf. They do not properly recline. The seat slides forward as the back reclines so the legs hit the seat in front: quite unsuitable for a 12-hour flight. Magic III was fair with a rather limited selection available.
Seat TypeEconomy Class
Value For Money 12345
yes
6/10

Japan Airlines customer review

(Japan)

Nagoya - Bangkok return. JAL offered very good prices for the 6 hour trip so that was the main reason it was chosen over Thai Airways. The flight to Bangkok was an early evening flight which was quite reasonable. The plane was clean and recently refurbished updated IFE and new covers for economy seats. We ordered the vegetarian meal which was reasonable. The seats were newer and wider which was a vast improvement on the older planes JAL still uses. Service was fine when you asked for it but FAs were not very attentive. IFE was fine and had some good movies. The plane on the return journey was much older seats older and narrower design. Not very comfortable but had plenty of leg space as my wife and I got exit seats. This flight was overnight and we got little sleep and didn't eat anything as we were too tired. My wife was feeling queasy for the whole flight but the FA who was sitting opposite us went beyond the call of duty and constantly asked if there was anything she could do to make my wife more comfortable - she gave us extra blankets and chatted to us during the flight.
Seat TypeEconomy Class
Value For Money 12345
yes
5/10

Japan Airlines customer review

(Australia)

BNE-NRT-BNE both sectors on aged B767-300 operated by Jalways crew. The cabin seats 6 abreast which felt too cramped for a business experience - seats are showing their age with limited functionality and no better than a domestic business class or international premium economy seat. Adequate for daytime flight only. The Magic-III inflight entertainment system worked - however I was disappointed by the range and selection of movies available. The in-flight service differed dramatically. On our flight to Narita we had a wonderful crew led by a Thai-based purser - hard working always in the cabin and a wonderful inflight experience which made up for the substandard cabin. On our return it was the opposite. The service was chaotic and disorganised. The business cabin was full and it was over 2 hours after boarding before we were even offered a drink. This is an overnight flight departing Narita ~2130 so the entire meal service should have been completed by 2 hours into the flight to ensure we had sufficient time to rest. However we hadn't even been offered a drink. We were exhausted after travelling in from Los Angeles so my partner walked down to the galley and requested a snack and a bottle of water. This was promptly provided for us but you could tell our request was not appreciated. The cabin temperature was hot during both flights and the air quality seemed stuffy and overly dry. Requests to lower the air temperature was denied as I was quoted "that the Japanese passengers feel the cold". Overall if flying JAL again on this route I would save the money and fly economy.
Seat TypeBusiness Class
Value For Money 12345
no