Japan Airlines Omdömen 116

All experiences with JAL have been excellent. First class service and comfort.

I am a travel professional and have been flying with numerous airlines since 1979. JAL is the worse airline so far. My recent flight from Ho Chi Minh City to Tokyo was my first experience with JAL.l paid almost three times more than charter airlines and l had one of the worst flights in my life. A very narrow seat and a very rude flight attendant turned my flight experience into a sleepless night.So, on the way back to Vietnam l simply did not take the return flight with JAL and tried Vietjet Air. What a difference! Stay away from JAL!!!

Whilst overall a good airline, JAL shoot themselves in the foot by only having a telephone call centre with long queues, and no email or chat support.
If you want to find out missing information before deciding whether to book a flight with them, good luck:-(
And what’s worse, in the middle of a holiday, there was an urgent email to call the service centre. After 28 minutes on hold, they said that they wanted to tell us that wheelchair support wouldn’t be available on the final, Qantas operated flight, something that they already told us by email, and which we knew anyway.

I recently traveled business class with Japan Airlines, and my experience was extremely disappointing. Firstly, the flight was very uncomfortable. The seats were hard and lacked support, making the journey quite unpleasant.Regarding the food, it was also very poor. The dishes were bland and unappetizing, which is unacceptable for a business class flight.Additionally, I found the staff to be rude and unhelpful. Their attitude was unprofessional, and they seemed unwilling to cater to our needs.Lastly, the choice of movies was very limited, which is surprising for an airline of this caliber. Overall, my experience in business class with Japan Airlines was very disappointing, and I would not recommend this service to other travelers.

We had an emergency landing and i missed my connecting flight to MH plane to Auckland. They rebooked me on the next flight to sydney and said i had a connecting flight from there to auckland that only had 1 hr time to get to from landing to gate.

Got to gate of flight just in time to be turned away stating i was never booked for the flight. It took 3 hours to find help airside as i didnt have phone plan active in Australia as i was not supose to be in Australia. As non of thier staff or MH tried to contact me to rebook a flight to Auckand.

Once i got home after begging MH staff to help me and a further 5 hour delay for the next plane to auckland (so total of 8 hours unnecessary delay) I complained and tried to escalate them brushing me off but keep getting the 'unclear how i got home' response.

I have asked again to escalated for a second time to the CS rep for thier manager as they are not understanding why I am complaining and brushing it off and emotional distress that they cant compensate.

Please dont book a fight with airline.my wife can't fily because she is not well they refuse ts refer the date or change the passenger fly with me so my Grandson could come instead and not willing to give us a refund I will never book with airlines again as they shitbags

It's a bit expensive because it's a legacy carrier but the service is really great. So if your company reimburse your trip cost, JAL is one of the best choices.
Meals are also great for me. Some people said their meals were bad, but I think it's because Japanese cuisines don't have much taste unlike American ones. That's just a culture difference, not JAL's fault.
I want to use JAL again!

Booked 6 months ago to get best prices. 5 days ago received email to say they are changing the flight times. Our flight home now leaves before our cruise ship docks so obviously we can't accept it. They want to charge us £1500 for a flight later that day even though it's not our fault. Options are only pay extra for flights or refund. Decide to take the refund - the agent can't add up so kept telling me an amount that was less than what we had paid. We went round and round - she went to talk to her manager and came back and said they weren't paying any more than the lower figure. I went through the maths for a final time and finally she got it.
Appalling customer service - maybe we are lucky if this is now they behave before we have even flown!

I’ve not flown yet but Ive received emails each week for months since I booked telling me there’s a seat change. I get random calls all through the day for a split second not enough to answer from JAL.

I just called and finally got through after an hour on hold. Just finding the number is impossible on the site and there’s no email anywhere for customer service.

I asked why it is that my extra legroom seat I paid extra for was cancelled with no refund and others seem to have kept theirs - I was told it’s first come first serve. Yet when I booked the flight nobody had selected a seat?

Email confirmations are in a weird format, the app can’t find my booking and I’m nervous this flight wont even happen.

My first call handler when the seat was first change said rather threateningly ‘you haven’t paid for an upgrade’ whilst I had my booking in-front of me detailing the extra cost, and then they said I need to confirm the change or they’ll cancel the booking.

Pretty appalled with customer service so far.

**edit**

Took that first flight, no seat changes offered. The seats in economy have an awful shape to the lower back. I explained this and I was told I’d just have to deal with it and given an extra pillow. 14 hour flight was terrible, got another one to look forward to on the return.

Flew Jal LHR-HND economy return. You are forced to close shades and they dim the cabin for 7 or 8 hours no matter what time you board. One (unappetising) meal on nearly 15 hour flight. Impossible to reach their Europe telephone line. In-flight entertainment very limited and poor unless you like Hollywood action blockbuster films. Will avoid JAL in future. Crew seemed annoyed when I asked for a hot drink during the long dim out period.

We booked 7 sectors in JAL business class. Before we left there were five changes in flight times including one flight that would have taken off before we had arrived on the connecting flight. As a result of the changes we lost a day and a half in Tokyo.
Our luggage was lost for three days on arrival in Sydney. We wasted the three days hunting for clothing as we were going a cruise. When we got home they lost our luggage again.
Lastly there was a change of aircraft. So the seats were not as advertised. We were offered USD 125 compensation each by way of a card charged with the dollars. We asked their staff if they would work in the EU and were told yes. They don't work in the EU or south America. I have emailed various service centres around the world to get this sorted. I get promised resolution but then redio silence. Nothing and the cards expire shortly. Not a great experience.

Really good service, they sent me a custom JMB card even though I live in Europe and they sent to me from Japan. Also delivery was really quick for international postage.

A due settimane dalla partenza la compagnia ha modificato uno dei due voli di ritorno rendendo impossibile il viaggio. Preciso che nessuna mail ci è arrivata, abbiano scoperto noi la cosa essendoci accorti che non si vedeva nulla dal sito, non eravamo più in grado di vedere la nostra prenotazione. Abbiamo così fatto una richiesta di rimborso tramite l’agenzia intermediaries tramite cui abbiamo acquistato i biglietti e ad oggi la compagnia non ha ancora risposto! Manca ormai davvero poco al viaggio e non sappiamo ancora come partire e tornare! Assurdo, mai successo prima una cosa del genere

We paid for specific seats in the plane.
Got an email confirmation.
But on the departure they gave us other poorer seats.

Ottima compagnia di bandiera, precisa e attenta ai dettagli, proprio come il popolo giapponese. Peccato averla presa solo da Kyoto a Hong Kong.

I fly a lot in Asia. JAL is consistently the best airline in this part of the world. Receive excellent service from the flight attendants and the food quality is high.

The only drawback I have experienced is the hold times . It can be hours to reach a representative by phone.

The Thai hostess attacked me immediately on board while I reached for my seat.I took the photo of sky suite seat nearby without people in that seat.Her first ask was Are you Thai? You took photo and there is other people in that photo.I said to her Is there anyone report me? I showed her the photos in my phone.There was noone in my photos.She looked down on me with a glimsp of wicked smile on that red lips.I felt bad with this Thai Hostess.I didn't feel like to eat ( and I know the meal during inbound flight was not attractive), I refused all meal and drink.I was angry with this unrespectful hostess.

I have tickets for 1 month and there have already been 4 changes. Change of flight time to Tokyo, then from Tokyo, then change of seats so we don't even sit together and finally change of departure day!!! Horrible company!!!

Worst company I ever flew with.
We were a family of four and they put us apart in the airplane in a 15 hours flight !!!!!!
And we were left hungry!!

This is a very disappointing negative experience with Japanese Airlines (JAL) Manager “Kobayashi” at the Narita Airport Departure Terminal.  Think twice before considering flying with JAL due to their leadership. Imagine being a foreign passenger flying back from Bangkok to the US.  The Bangkok to Tokyo flight is an overnight flight and you arrive at the Haneda(HND) Airport in Tokyo around 6am; go through Customs and retrieve your checked baggage and then travel via Bus while lugging this already checked baggage over1.5 hours to the Narita (NRT) Airport. Upon arriving at NRT Airport, the JAL kiosks will not allow you to check in and state “see attendant.”  After tracking down a JAL representative, she rips off your JAL baggage tag and tells you to go to the JAL Desk.  After waiting at the line for the JAL desk, she then re-appears as you are trying to explain the situation to a different JAL representative.  They both then escort you to a different JAL desk where they eventually call Manager “Kobayashi” while they speak presumably in Japanese saying things you do not understand.  You are extremely tired and want to get the bag checked in so you can sleep for a few hours at a nearby hotel before your flight departs at 6pm for the US.  Finally, Manager “Kobayashi” is able to get a Boarding Pass printed for you but asks if you had inserted anything new into your checked bag because it is now 3.6kg overweight despite it not being considered overweight when you checked in for the trip in Bangkok with JAL.  When you ask Manager “Kobayashi” if he can just let the bag through, he states that the extra 3.6kg weight of the bag can cause an uneven balance of weight on the plane and is supposedly not safe for the plane;  but then he states that if you pay a significant amount of money, he can let that same bag through.  Basically, if you pay a significant amount of money they would disregard this supposed safety hazard but they would not disregard the supposed safety hazard for free. As a premium economy passenger, you are allowed 2 free checked bags but this is the only bag you are checking in. “Kobayashi” again asks you to pay the money but you refuse and remove 3jeans, 2 shirts and a toiletry bag and place them into a plastic bag (see pictures) which you then carry.  JAL and Manager “Kobayashi” displayed extremely poor customer service; despite their errors, they refused to do the right thing in Tokyo.  It is funny that they try to charge you extra money when they screwed up. At the NRT Sakura Lounge, you insert your laptop bag and this plastic bag into one of the storage lockers but it will not open as instructed when you are trying to walk to the terminal for boarding your flight.  The lounge representatives are very concerned and eventually able to get the locker open but your boarding is delayed (see videos). I guess the bright side is that at least JAL didn’t try to charge you money for this screw up as well.