Japan Airlines is a major airline based in Japan, providing passenger and cargo airline services. The company operates a domestic and international network, connecting travelers to various destinations across Asia, Europe, and the Americas. Japan Airlines focuses on delivering a high-quality travel experience, offering a range of services including in-flight meals, entertainment, and various classes of service to meet the needs of diverse travelers. The airline primarily serves business and leisure travelers, catering to both domestic customers within Japan and international passengers. With a commitment to safety and customer satisfaction, Japan Airlines aims to enhance the travel experience through its efficient booking system and responsive customer service. Travelers can visit jal.com to explore flight options, manage bookings, and access additional travel resources.
Japan Airlines receives a mixed reception from travelers, with a significant number expressing dissatisfaction. Many reviewers highlight rude and unprofessional staff, with complaints about poor service and long wait times at check-in.
Flight cancellations and changes are frequently mentioned, leading to frustration among customers who feel their travel plans are disrupted without adequate communication. Despite these issues, some passengers praise the airline for its service quality, noting positive experiences with crew members and the overall flight experience. Additionally, a few customers appreciate the airline's efficiency and dedication to customer care, particularly in challenging situations. Overall, while there are commendable aspects of Japan Airlines, the prevailing sentiment leans towards disappointment due to service and operational inconsistencies.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.6 | 94 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Jun 2025.
| Month | Average | Reviews |
|---|---|---|
| Jul 24 | 5.0 | 1 |
| Aug 24 | — | 0 |
| Sep 24 | 2.0 | 1 |
| Oct 24 | 1.0 | 1 |
| Nov 24 | 5.0 | 3 |
| Dec 24 | — | 0 |
| Jan 25 | 1.0 | 2 |
| Feb 25 | 1.0 | 3 |
| Mar 25 | — | 0 |
| Apr 25 | 1.0 | 1 |
| May 25 | 1.0 | 2 |
| Jun 25 | 1.0 | 2 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 94 most recent reviews.
“Loved the service provided by all the crew from the first flight up to our return flight”
“This is a terrible airline”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Airlines.
| Company | Overall | Legit | Service | Booking | Value | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 2.6 out of 5 (poor) | 100 out of 100 | 2.7 out of 5 (poor) | 2.3 out of 5 (poor) | 2.1 out of 5 (poor) | — | 94 | |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.5 out of 5 (good) | 3.8 out of 5 (good) | — | 1,083 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.5 out of 5 (good) | 4.6 out of 5 (good) | — | 1,069 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.9 out of 5 (good) | 4.6 out of 5 (good) | — | 1,050 |
Bottom line: Japan Airlines is #5 of 5 on overall rating in this group. On booking, Audley Travel scores higher (4.9 vs 2.3).
94 reviews of Japan Airlines. Filter by what matters to you.
This is a terrible airline. The staff were unbelievably rude and completely unprofessional. I was treated with no respect or care at all. I will never fly with this airline again — not now, not ever. Absolutely unacceptable service.
JAL cancelled one of my confirmed flights on a multi-city booking. No explanation given and no alternate flight offered. When I last checked JAL was still offering this exact same package at nearly double of what I had paid. Because I booked through Priceline, JAL said they could not help me to resolve this. At my request Priceline has cancelled the entire booking and will refund my money. After years of flying JAL I will never use them again, especially after finding out this has happened to many others.
Wir haben extra einen Premium Economy Flug gebucht, da JAL mit mit vielen Extras wie z.B. dem Zugang zu ihrer Lounge wirbt. JAL führt ihre Flüge aber anscheinend nicht selbst durch sondern lässt das von Finair machen. Die erste unschöne Überraschung war, dass wir nicht einmal für unseren Langstreckenflug Plätze nebeneinander bekommen haben. Dafür darf man dann pro Flug und und Person noch 54 Euro extra zahlen, wenn es überhaupt technisch möglich ist. Die 2.Überraschung erwartete uns dann am Flughafen. Da der Flug nicht von JAL durchgeführt würde, durften wir nun doch nicht in die Lounge. Ich hatte JAL diesbezüglich auch 4 Tage vor dem Rückflug geschrieben, da mir sowas inzwischen zu Ohren gekommen war. Die Mail blieb aber unbeantwortet....Wenn ich nicht bei JAL den Flug gebucht hätte, würde ich es verstehen. So fühle ich mich aber regelrecht über den Tisch gezogen.
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Polarized pattern: few middle ratings. 37% of recent reviews are 4–5★ and 60% are 1–2★.
Vol intérieur en classe affaire, aucun intérêt, aucun avantage , impossible de se pré enregistrer donc de choisir ses sièges, Impossible de profiter du salon à Osaka avant le vol, Autant prendre un billet en classe « eco »
The only way to upgrade a ticket is to bid on a ticket. The only way to do this is via their website. It is not guaranteed you’ll get an upgrade and you don’t find out until 24 hrs prior your flight. According to their website you can not talk to an advisor about upgrading. I wanted to upgrade my very elderly mother’s ticket from Japan so she would be comfortable on her flight home after falling ill abroad. There is also no useful information on their website on how I could get her airport assistance for her. JAL once was one of the best most highly rated airlines. What has happened?
JAL service has completely fallen off a cliff and I recommend never flying with them again by switching to ANA. Our flight from Sapporo to Haneda was delayed by over 4 hours (weather impacted so understandable) but their bag drop system and customer service is completely rotten to the core. The oversize baggage counter was closed albeit 3 staffers manning the counter. I was told to queue up which took 2.25hrs - this is no hyperbole. They only had 2 desks open to accept well over a hundred people in the queue and one desk was clogged by a family who were tyring to work something out. Meanwhile, the 'group' check in counter was EMPTY and they wouldnt allow people to use this counter. EVEN BUISINESS CLASS customers. How the hell are business class passengers told to wait for 2 hours just to check in! Completely absurd. There was also a gentlman infront of me who waited the same time, but upon getting to the front of the queu was told he was in the wrong line. No signage No communication Broken system No thanks. I will never fly JAL again and will move completely to ANA for both my domestic and international flights between Australia and Japan.
Man zahlt +20€ für "Internet" was YouTube, Netflix, Amazon und co gesperrt hat und trotz Account kann man nicht 2 Geräte gleichzeitig anmelden, heißt man muss sich entscheiden ob man Handy für Nachrichten nutzen möchte oder ob andere Geräte für zb Word oder sonstige Webseiten die evtl nicht gesperrt sind.
1 counter only for oversized luggage and required a 2 hour wait to drop off bags. Insane. JAL was the only airline with a line for bag drop. There was no helping people and encouraging them to use the automated service for standard luggage. Just terrible.
Very slow at X2 building Heathrow they seem to offload all Airworld vehicles and leave import collections like my self for hours they are useless been waiting 3 hours and yet when airworld turn up they are straight on them
Our flight from Sapporo to Toyko on Dec 31, 2024 was cancelled by JAL. Although there were many, many other JAL flights still operating on that route that day, for some reason ours was the only one cancelled and with no explanation. We asked customer service to help us because we had a connecting flight to catch. We were told to wait in line. After a ridiculous 2.5 hours waiting in line, we were told that all JAL flights to Tokyo were full and we had to fly the next day and we had to pay for a hotel ourselves. It made me think that they wanted us to miss our flights after our repeated requests of help ignored. We ended up paying for an alternative flight to Tokyo on ANA and then rescheduling our connecting flight to the next day (at great cost) and arranging and paying ourselves for a hotel. In addition, getting a refund for the cancelled JAL flight has been a big hassle too. I tried to call, but was put on hold.
Unfortunately, I can only confirm the bad experiences with Japan Airlines (JAL). There are frequent cancellations and changes of booked flights and seats. Especially annoying: If you have booked seats for your family early and they cancel and change it without giving a reason. As a result, the minor children were seated separately from their parents in seats randomly selected by JAL on a 14 hours flight. This makes all the booking efforts useless and is just annoying. The customer service department can't do anything about it and only points out that JAL reserves the right to make changes at its own discretion. Unfortunately, this is a very common problem with Japan Airlines - for both economy and business class bookings. As a frequent flyer, I have not experienced the same problems with other airlines as I have with JAL. Based on my experience, I cannot recommend Japan Airlines.
We booked business class tickets 8 months in advance. There were numerous flight changes during this time which also included having to fly with other partner carriers and hours sitting at several airports. On 3 of our 4 return flights my partner and I were seated rows apart from each other and had to rely on the good will of other passengers to change seats. On our first flight the service was appalling. The seats are very narrow and so hard they feel like wood. The food was also terrible. Dimming the lights during day flights and having all the blinds down was also not good. Overall we will definitely never fly JAL again or recommend them.
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!!!
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
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.
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.
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
Japan Airlines is a major airline based in Japan, providing passenger and cargo airline services. The company operates a domestic and international network, connecting travelers to various destinations across Asia, Europe, and the Americas. Japan Airlines focuses on delivering a high-quality travel experience, offering a range of services including in-flight meals, entertainment, and various classes of service to meet the needs of diverse travelers. The airline primarily serves business and leisure travelers, catering to both domestic customers within Japan and international passengers. With a commitment to safety and customer satisfaction, Japan Airlines aims to enhance the travel experience through its efficient booking system and responsive customer service. Travelers can visit jal.com to explore flight options, manage bookings, and access additional travel resources.
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