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Japan Airlines (JAL)

Headquarters: 2-4-11 Higashi-Shinagawa, 2-chome, Shinagawa-ku, Tokyo Prefecture 140-8637
Overview
4.59,512 reviews
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Travellers' Choice 2017 Winner
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About Japan Airlines (JAL)

Airline Alliance

oneworld
Headquarters: 2-4-11 Higashi-Shinagawa, 2-chome, Shinagawa-ku, Tokyo Prefecture 140-8637

Airline Summary

The country's largest airline, Japan Airlines (JL) is headquartered in Tokyo. It flies non-stop to about 60 domestic destinations and more than 30 international destinations in Asia, Europe, Oceania, North America and South America. JL is part of the oneworld alliance and also has codeshare arrangements with about 30 other airlines. The airline has four classes of service: First Class, Executive Class (the equivalent of Business Class), Premium Economy Class, Class J (Economy Class seating with larger seats) and Economy Class. Its fleet features a variety of two-cabin, three-cabin and four-cabin configurations. Japan Airlines' primary hubs are located at Tokyo's Haneda Airport (HND) and Narita International Airport (NRT).
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Brad H wrote a review 10 Jul
6 contributions
Tokyo - San Francisco
International
The in-flight experience was mostly enjoyable, with friendly staff and good food and beverage options. The premium economy is pretty comfortable for long-haul flights. The in-flight entertainment had some great selections, but I was somewhat disappointed the volume of movies and shows to select from. The biggest disappointment came in Japan Airlines' handling of my personal items. One of my larger bags was severely damaged during travel, to the point that my large suitcase is no longer functional (the handle was crushed and no longer extends...see photos). When I submitted a claim, I was only offered a $75 reimbursement for a suitcase worth close to $200, not to mention the cost of the airline ticket for premium economy. The handling of this situation will directly impact my thinking around future flight purchases with JA.
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Date of travel: July 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Trip45845398441 wrote a review 9 Jul
1 contribution
Singapore - Tokyo
North Asia
I wanted to cancel my flight because my wife is pregnant and I want to be there for the birth. After numerous back and forth, they are still adamant about me paying a USD 200 cancellation fee despite me... 1. Having a legitimate reason 2. Cancelling 6 months in advance 3. Tickets being SGD 1,000 more expensive now than when I booked Japan Airlines has truly disappointed me with their inflexible and uncompassionate disposition. Don't you have expecting fathers or mothers among your employees? I guess compassion doesn't translate well to Japanese. No wonder your suicide rates are so high.
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Date of travel: July 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Kyle F wrote a review 9 Jul
1 contribution
Chicago - Bangkok
International
Great economy seats, service, food, and entertainment. What really stood out was during our rare delay in Bangkok, JAL staff were helpful in rebooking onto a flight that I found while waiting in line that would get us back home in time, and give us a layover in Tokyo to explore for a while. Not only did they rebook us without question, our bags arrived as normal in Tokyo and they even paid for our transportation into the city and a nice hotel room. Very happy with their service and would fly with JAL anywhere possible.
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Date of travel: February 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Punjabi Gora wrote a review 9 Jul
7 contributions
New Delhi - Vancouver
International
JAL were absolutely fantastic. I have flown on 'the big 3' (Etihad,Emirates and Qatar), and I can say with confidence, I feel JAL were better than all 3. Professionalism and service 10/10. Even in economy, the flight crew could not do enough for you, exceptionally polite and respectful, and the kind of service normally reserved for business and first class. The in-flight meal was delicious, hearty and sizeably larger than most other economy sized meals on other airlines. Seat configuration on the 787 and 767 were 2-4-2 which I also prefer as it does feel there is more legroom and individual space compared to most other major airlines. All in all, 2 long gruelling flights were made much easier and comfortable due to JAL's excellence. In my opinion, unrivaled in economy from all other major airlines in Europe, Middle East and USA. Thank you JAL.
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Date of travel: July 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Bushra S wrote a review 7 Jul
1 contribution
Los Angeles - Tokyo
International
A COMPLETE ZERO, terrible experience with customer service today. A complete mess and RUDE customer service!! I was trying to book the same flight as my family at the SAME TIME they were booking but the JAL website was showing an error. After refreshing the page for an hour and a half I decided to book it the next morning and the price went up $340!! Although it shows seats are available at the original price through a 3rd party I called the customer service rep (I wish I got her name!) and she was so rude... I told her my name multiple times after she called me the wrong name, and then she LAUGHED at me. They refuse to match the price even though it was THEIR ERROR on their website. My family has booked 5 other tickets and this customer service representative was so unhelpful and rude we are all never flying with JAL. My family is cancelling all tickets and booking on a different airline. I was on the call for close to an HOUR. If I could leave a minus rating I would.
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Date of travel: July 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Crushed suitcase handle that no longer extends
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Crushed suitcase handle that no longer extends
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スープを所望
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羽田着
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針葉樹
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Kyle F wrote a tip 9 Jul
"Book the very last row in economy. The bathroom door faces rearward, so you don’t have a line near you or much noise. Very private feeling"
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Bushra S wrote a tip 7 Jul
"DO NOT BOOK WITH JAL "
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Rach E wrote a tip Jun 2024
"Make.sure you have Google translate as they have limited English "
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Richard Lee wrote a tip Jun 2024
"JAL is the Best Airlines for Food and Service and Cleanliness. Professional staff !!!!"
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Jeannie H wrote a tip May 2024
"Don't fly with them unless you are ok being left in a bind in foreign airport with your kids and luggage. Which has now happened 2 times. "
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