Japan Airlines Anmeldelser 119

Absolutely horrendous service. One of the flights got cancelled and it is impossible to get a decent alternative. Most unhelpful airline ever, certainly since the tickets are in business class.

Sehr enttäuschend. Mein Flug von Frankfurt nach Tokio wurde wegen technischer Probleme an der Maschine annulliert. Darüber wurde ich jedoch erst am Flughafen informiert; zuvor habe ich keinerlei Mitteilung per E-Mail erhalten. Ich wurde anschließend auf einen anderen Flug mit einer anderen Fluggesellschaft und mit Umstieg umgebucht. Der Fall liegt derzeit bei Flightright. JAL weigert sich dennoch, eine Entschädigung zu zahlen, obwohl mir diese zusteht.

cannot say that this is the best one. but i can say that their thickets
are cheap and they transport me as promised. so no big complain from me.

Very organised and new plane but awful food. Flight attendants as Rocky was excellent
Ticket confirmation was easy, better than most. Plane was new and they have allowed more leg room which is great for me (6ft3in) although they have reduced the width of the gangway which was more of a problem to the flight attendants as the trolley only just fitted.
Loading was well organised and therefore fast.
Main downside was the food. On the way out it was bad so we decided to opt for veggie on the way home which was even worse. Fortunately we took sandwiches on board after the first experience

Shamefully poor customer service. Our flight was cancelled, JAL didn't think this warranted prior notification, not did they bother to have any staff present at the check in counter to help passengers. Upon finally finding someone to speak to, we were told that the airline was not responsible for the cancellation (due to an airport system failure) and that all extra costs incurred were ours to bear. JAL states that it aims to exceed customer expectations boldly on the front page of it's website, but fails to provide even the most basic standard of customer service. They don't even have an email address for contact. I've had better experiences with Ryanair than this supposedly premium carrier.

JAL recently closed its Sydney office, the only JAL office in Australia. Even though I've been using a new email for booking flights, after I cancelled my international flight, they sent all the information to my old email address, which I no longer have access to. Changing the email address has been difficult because I have to call Japan from Australia, and there is always a long queue, a 20-30 minute wait. After giving up on calls to Japan, I found a small print at the bottom of the web page stating that there would be an agent available for support. I don't understand why JAL makes it hard for us to find the phone number on the website.

The staff was being extremely unreasonable and racist to my family. We were queueing up and it was almost our turn to check in our luggage when the staff told us to requeue again without giving any specific valid reason. We followed her because we expected that the lane is closing soon. However when we were queueing up again to check in our luggage, I noticed that she enthusiastically let people to check in just because they were holding a Japanese passport and speaking Japanese language. We were mad and wanted to speak about the situation to their manager but the staff ignore us and simply walk away. This was the first time my family had travelled while experiencing unfair treatment and racism, I am better off with AirAsia or Scoot.

Very poor customer service and organisation.
Booked connecting flights LHR to SYD as a package. Two days before the flight received an email stating my flight had been delayed 15:20. This meant that I was not going to meet my connecting flight. JAL were still expecting me to catch the connecting flight. After negotiating my way through the website I finally found a phone number.
I told the assistant that my flight had been changed but it was not going to meet my connecting flight. Once he finally comprehended the problem he looked and told me that they could not provide a connecting flight for 5 days!
After deciding to cancel the entire booking I was offered a full refund but that it will take 2 - 3 months for it to be processed.
If tickets are sold as connecting flights the airline needs to address the impact of their changes on connecting flights rather that rely on the customer to identify the problem and chase up a solution themselves.

Unexpected changes in seating created a situation where I have to find out just two days before a 10+ hour flight that my paid in advance economy plus seat was downgraded to economy with the worst possible seating arrangement ever.
Customer service did nothing about it and had to wait 30+ minutes to even get a refund because they don’t care about you at all and have to call them yourself to get a refund.
Never had this problem with any other airline.

Assistenza clienti e qualità del servizio imbarazzante, la bottega di zio Carmelo è gestita più professionalmente.

国際線では、行きのCAの方がとても親切に対応してくださり、安心してフライトを過ごすことができました。シドニーでの受付スタッフの方は英語のみでの対応でしたが、何とか無事に手続きを終えることができ、特に不自由は感じませんでした。

しかし翌日、国内線を利用した際、搭乗チケットの発行方法が分からず近くにいた若い女性スタッフの方にお尋ねしたところ、驚くほどあしらうような対応を受け、とても残念な気持ちになりました。

国際線での温かい対応がとても印象的だっただけに、対応の差を強く感じてしまいました。すべてのスタッフの方が、機内でお客様をお迎えするCAのような気持ちで接してくださることを願っております。

The shipment was put on standby for 5 days and missed the critical delivery deadline which was paid for in advance. For 5 days they said my shipment did not make their delivery as the plane was full. They have a total
disregardto honoring their delivery contracts. The absolute worst of all the Cargo companies I have had to deal with.

The worst customer service in the world. Website is useless and to get in touch with a customer service specialist - you need to stay on hold for over an hour. I was abroad and also spent 100 bucks on long distance charges, simply because their Tokyo office was closed and didnt take any calls over the weekend.

Excellente compagnie aérienne, le vol était très agréable et avec un avion propre. Le personnel était poli. Je recommande fortement cette compagnie aérienne !

Was erroneously told by staff upon landing to make my way to the front of the plane to deboard. It was only then that they realised I wasn't who they wanted, didn't require me, and told me to continue on my way. Having to hurriedly get off the plane in front of everyone only to be waved away, left me severely embarrassed and inconvenienced. They gave no apology whatsoever and even when I tried contacting them about it afterwards I had no reply back at all.

worse than budget airlines. they want you to do labor work on your own, worst check in process among any airline ever. poor communication, no assitance was offered, and JAL tried to be rude and humiliating in public to intimidate customers who ask for service. be prepared to mark one of your life's worst flying experience.

How can Japan Airlines business class be so expensive and such poor service? How long should it take to serve a meal or get a drink? Why did the person next to me, served from the other aisle, have his whole meal, before I got a starter? VERY, VERY EXPENSIVE. VERY, VERY POOR SERVICE.

Firstly lovely flying JAL however the customer service is horrendous.

Flying out early morning and wanted to ensure that the check in counter would be open 3 hours before the flight. Used the chat function that is seriously not user friendly, for such a simple question I gave up after about 90 mins of trying to get someone to respond - so frustrating - do better JAL

JAL not helping business class flyers plane got changed and seats are now not together and not by window, and we paid for the service JAL do not want to help at all only for a fee of 1000 usd pr person to upgrade or change flight
Update in light of no help from JAL I have cancelled the flight and booked with ANA with seats together

We shall be travelling from London Heathrow to Tokyo Haneda on September 17th.

My wife and I shall be travelling with our three young infants, who are triplets.
According to the JAL website, the bag drop for this flight opens 2 hours and 35 minutes before the departure; given how much luggage we will have and how difficult it will be for us to get the boys to the departure gate in time for this flight, we spoke to your Japan Airlines UK contact department to find out whether any additional assistance could be afforded to us.

We were met by a very impolite member of staff, Linda, who informed us bluntly that JAL cannot give us any additional support. When I asked if I could speak with her supervisor she was very evasive and, after a very lengthy hold, she informed us that we'd receive a call back from the supervisor. As yet, nobody has called us back.

We were simply getting in touch as we do not want to delay the flight nor cause a nuisance for other passengers, however JAL have been dismissive and unkind to us.

We have travelled with other airlines with our three babies; all of whom have been understanding and have offered additional support to us in the past.
To be bluntly refused any assistance by JAL, and in such a rude and unkind manner, has come as quite a shock to us.

To add insult to injury, our boys will be turning one year old on the flight. We had hoped this would be a special occasion for them, however JAL's cold approach toward customer service has already made us apprehensive about the treatment we're likely to receive onboard.