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.
I attempted to make a damaged bagged claim. The ONLY method of contact is by phone, no email available to you to claim. When I telephoned them in Perth, Western Australia, I was told I had to telephone Vancouver, Canada. I have refused to do that. THIS IS VERY, VERY POOR SERVICE. JAL are not helpful and have no intention to assist you with a baggage claim.
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 through BA to Tokyo hotel and flights , BA as normal we could choose our seats , and upgrade if we wanted to , We had the dream liner , brilliant seats , Staff were so good and food and drink plentiful, cans of cold coke, wine beer ect , then our snacks and breakfast and dinner , Now on to JAL 🙁 First of all we could not book our seats online they were allocated to us over phone , my husband is over 6 foot we wanted to get extra leg room , we rang we asked at desk on way home , no sorry we can’t , no seats available , well when we got on plane there was loads of extra leg room seats left , absolutely fuming , then the food and drink was awful compared to Cathy pacific , and BA , warm coke ,hardly any snacks and when u asked for a drink the staff looked like you swore at them , I will never fly with JAL again it’s a shame I had high hopes for the airline.
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Polarized pattern: few middle ratings. 37% of recent reviews are 4–5★ and 60% are 1–2★.
I've been on at least 10 different airlines for international Business Class flights. Japan Airlines is the worst. 1. The seats are narrow...it's like being in a coffin. s 2. There is NO storage space...literally no place to store personal items. Not even room to put a pencil. 3. The food is poor on the plane. 4. the Business Class lounge at Narita is laughable. Horrific food, doled out in tiny quantities. As peaceful as a train station. 5. The check in staff at Narita speak next to no English. As if all their clients are from Japan! Nobody speaks Japanase other than Japanese people, everyone else communicates in their own language, or ENGLISH. How can JAL not hire English speakers? Overall, my worst Business Class experience by FAR.
Been on phone queue for almost three hours now, to change reservation. Never had this type of grief before. Japan known for there dedication to service. Missed on this, especially with an American voice saying they’re sorry but hang on every 10 seconds 😔
I purchased a ticket with Expedia from Chicago to Thailand with a connection in Tokyo (Narita airport) with Japan Airlines. The connection included a 26 hour layover - which was initially intended as a Tokyo visit impossible due to covid-19 border restriction - and I was trying to figure out if I needed a COVID-19 test before departure for transit. The airline website was ambiguous and I tried many times to call the airline - no 24-hour service and very long waiting time during business hours. After I also called Expedia a few times and they didn't provide any useful information, I decided to go to the airport in person on the day before my flight to try to contact the airline - nobody there. I did the online check-in anyway. On the day of my flight, I arrived in O'Hare 6 hours before boarding to see what I had to do, since neither Expedia or Japan Airlines would give me the information. When I was explaining my situation to the Japan Airlines attendant at the counter to know if I needed a PCR test, she stopped me: "Wait. You said you have a 26 hour connection at Narita airport and no visa?! You cannot board this flight. Narita airport closes from 12AM to 6AM because of curfew, everyone leaves the airport. You cannot board this flight, you will be deported back to the USA." Although this mess was caused by Expedia, Japan Airlines did not have customer service that I could contact before my flight, did not have a system to block Expedia from doing this mess, and it even allowed me to do the check-in without providing any information about this need for visa - I discovered a few hours before boarding about all this situation, because I was trying to figure out the answer for another question! American Airlines saved the day, putting me on another flight on the same day through Korea. Given the lack of costumer service 24-hour number, very much considering to give preference to other airlines and avoid Japan Airlines. It could have ended as an absolute expensive disaster.
Le service à l'aéroport et dans l'avion est très bien. En revanche le service client français est très difficile à joindre. Bien souvent, alors que vous appelez pendant les heures supposés d'ouvertre, vous vous retrouvez avec un interlocteur anglais à la place. Par contre la responsable des enregistrements des bagages à Fukuoka est très désagréable, autoritaire, non profesionnelle, voir méchante. Les autres employés que j'ai vu sur de nombreux voyages sont au contraire sympas et agréables. Mais a elle seul elle gâche totalement l'image de la société.
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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