Japan Airlines Anmeldelser 119

Second set of flight changes by JAL received via email, which totally messed up my journey as only one leg of each journey was amended. Would arrive a day too late for my requirements in Tokyo, with an overnight layover in Helsinki that would incur additional costs. Return flight to Helsinki would arrive a day after my Helsinki-Heathrow flight had departed!!
Website couldn't find my booking even though it found my account.
Called UK Customer Services, waited 45 minutes for pick-up.
However, when I finally got through the assistant was very helpful and actually booked me onto direct flights on the days I wanted for no extra cost.
Very happy in the end, but the process is painful and the website is absolutely useless.
Fingers crossed for no further changes!

Nobody answering Customer Service phone number.

Booked 11 months ago and they rescheduled our flight 6 months later. We accepted and then hours before the flight they reschedule it again for a day later. Instead of making it for Xmas we will now be flying in the air.
When we try to call they do not pick up after 4 hours. There is no customer service for this airline. Do not book !

The last leg of our trip from Tasmania to Vancouver was from Narita, Japan to Vancouver. This was cancelled due to heavy snow in Vancouver and the airport there closing down. Japan Airlines put us on a bus and put us up in a hotel for two nights while they arranged a way for us to get to Vancouver, then scheduled another bus to bring us back to the airport where they booked us a flight to Seattle (the closest available to Vancouver), and gave us a bus voucher to get from Seattle to Vancouver. We were provided with food and drink whenever we had to wait around too long. All the staff at JAL were literally running around trying to do the best they could for us and we appreciate all the effort and sincerity from the individuals that took care of us during this busy time. Thank you!!!

We bought multi-cities BC tickets back in April 2022 for flights starting January 2023. We recently read very negative reviews of JAL on Trip Advisor and Trustpilot.uk related to last minute changes, cancellations, selling pre-booked tickets for higher prices, no one to talk to at customers services, etc. All this made us very nervous about our tickets as JAL had also made a couple of changes on our tickets with some incoherence. We need to point out, though, that each change was communicated to us via email. With that background, we called JAL (1 855 604 1744 for USA and Canada) and was so happy and relieved that:
a) an agent came on the line right away; b) she was very pleasant, knowledgeable and helpful with updating our itinerary based on changes for which we agreed; c) she also ensured updating of our seatings with the best available options; and finally d) sent us confirmation and ticketing promptly as indicated during the telephone conversation.
In summary, we are very impressed with JAL quality of customers services and up to now, we must say that was our best experience. (we travel a lot , around the world, with the best rated airlines as QATAR, Singapore Airlines, ANA, Cathay Pacific, Air France, etc).
We hope the actual trip starting in January 2023 will be as planned and enjoyable. Why not?

9/11
DON’T BOOK JAL AIRLINES!
JAL are unreliable and untrustworthy! I booked Melbourne to Tokyo 6 months ago. Now for the second time l have had my flight changed. Not due to a flight cancellation by JAL but because they have resold my seat for more and more money! For JAL it’s all about Yen, no customer service support! I have now been on the phone to JAL for the second time for an hour with only a , Thank you for waiting. We are very sorry. All our lines are very busy. It should say DONT BOTHER NOT SORRY NO-ONE ANSWERING THE PHONES!

Cancelled my flight to New York and didn’t book me a seat on the alternate flight the day before, by the time I found out a month before flying to my daughters wedding, when I went to book my seat. They were all sold out, yet I had booked and paid for that flight 9 month in advance.

September lalu dari narita suamj sy ada tertinggal hp di toilet narita gate 61 dan ingat2 sudah di dlm pesawat yg mana begitu mau keluar sdh tidak bisa lagi karna pintu pesawat sudah di tutup, setelah cabin crew menginvestigasi semua data kami ..dengan berupaya dan 1 bln kemudian hape di temukan dan sampai di jakarta semalam.
Kami di kabarkan utk mengambil di JAL office di soetta.
Sungguh luar biasa yg tidak ternilai
Pelayanan, makanan dan semuanya.
Excellent.....
Terima kasih untuk JAL atas bantuan dan servicenya
YOU ARE THE BEST AIRLINES ...

Prior to the pandemic, I frequently traveled with JAL, and its always a great experience. On October 22nd, I took the 9.20am flight from HND-LHR, as I was boarding, I realized I forgot to return my pocket wifi. Shimada-san who works for JAL was a HUGE help and kindly took care of this for me. I really appreciate her help and support. SUPER EMPLOYEE- !! Five stars

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 😔

La compagnie a modifié mon billet d'avion et m'en a proposé un autre et m'a même laissé deux choix : accepter un alternatif ou non. J'ai choisi la seconde option pour une autre date mais la galère commence. La compagnie ne me laisse plus gérer mes réservations en ligne mais uniquement par téléphone.

Le souci est qu'ils sont injoignables alors que je suis resté en ligne au total pendant 3h en semaine. Apparemment, l'entreprise est très connue pour cela à l'étranger et au Japon.

J'ai finalement lâché l'affaire en perdant presque 20 euros de coûts téléphoniques et ai fait la demande de remboursement.

J'espère que la compagnie me remboursera sans frais comme promis dans un de ses premiers mails étant donné que l'annulation est due à la suppression de vol.

Their customer service line is always busy and I had to give up after waiting for more than an hour. There is no call back service either from their side either. Terrible.

Their web site had no way to add an existing reservation to the JAL account through web site later.

Awful experience with JAL. I booked flights months ago, and today I'm advised that my flights have been cancelled with no explanation. After hours on hold, I'm told all other flights are fully booked as I'm traveling at a busy time (I know - that's why I booked months in advance) so there is no option except to give me a refund (which takes 2-3 months to process...seriously). I now have thousands of dollars of accommodation/bookings in Japan, and no way to get there. My only real option is to book a new ticket with Qantas at twice the price. So I'll be 2 grand out of pocket thanks to JAL - no hope of any compensation, of course, and travel insurance won't cover a cancellation this far out.

Do yourself a favour and stay away from JAL.

Hi Japan Airlines! I would like to share my appreciation for your ticketing agent, Tomoko. I wish I had a better photo of her or it would have been better if I had a photo with her. I also hope I got her name correctly. 🙏

Tomoko was the agent who attended to me in LAX, FRI 8/5 at around 1pm Pacific Time for the JL 061 flight to Manila, Philippines. She was most efficient and demonstrated outstanding customer service. She was very genuine in ensuring that I am able to get on that flight and get back home safely to my family. 🤩

I hope this message reaches you Tomoko! You are so excellent in what you do, helping JAL customers. Thank you again for being so awesome! 👏👍🏆

I would also like to commend JAL’s inflight WI-FI. I had some work to complete and was able to do so with onboard internet. Thanks again for the great end to end service! I had a great flight back home! 😍🥳🫶👍👍👍

#greatcustomerexperiences #JAL

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.

Japan airlines just called me to tell me my flight got cancelled and said that it was my fault for purchasing a ticket that requires me to have an overnight stay when they do not allow overnight stay. My flight is due the very next day.

For context, my family and I are currently in Canada to attend my brother's graduation. We are now trying to make our way back to Malaysia.

The solution they offered was either to get a refund or to take the next available flight 4 months from now (no compensation with other airlines whatsoever; it was either A or B). If I were to agree to a refund, I won't be receiving the refund or a cancellation notice via email 2 weeks after this call. Bear in mind that it's a regular call and not a recorded one or an official email so I'm not even sure if the email or the refund will follow through as told. Also, the only email I received from JAL was a flight confirmation, and the flight status is still shown as on-going on the internet and in apps.

I understand that JAL staff is probably as frustrated as their customers but in no way should they utilise a skill such as victim blaming. One of their self-defense upon getting frustrated was that they have tried calling many times and it was our responsibility to answer (they have only called twice; 2 days before my flight and a day prior to my flight). My family and I on the other hand, have been trying to reach JAL helpline/customer service for the past 2 weeks (every other day, sometimes several times a day) and was put on hold for over an hour every time. The only success we got was getting in touch with cargo and was put back to JAL's elevator music. Is there really no other way for JAL to contact their customer?

The day I managed to answer their call was also the day I had the opportunity to discover that my parents' flight was also cancelled. That's when the victim blaming began. Let's have a moment to think a little:-

I. Why reach someone through a phone call instead of e-mail regarding flight cancellation knowing that their customers are travellers? Not everyone will have data roaming and travellers are more likely to purchase a local sim or check their e-mails instead.

II. Are phone calls from +13106074160 recorded? And if it is, why aren't these recordings used to improve customer service experience or the entire company altogether?

III. It usually isn't an issue if a person has an accent but the frontliners of JAL who are making phone calls have the thickest accent and they are carrying out the MOST IMPORTANT duty. Both JAL's employee and their customer are going to die of a heart attack from poor communication.

IV. Why are there still overnight connecting flights available for purchase when one isn't allowed an overnight stay in Japan's airport? And how do we attain this information when we don't know this information prior to purchase?

V. Why does it take so long to issue a refund but so easy to inform customers that their flight is cancelled at the very last minute? Wouldn't it make more sense to cancel the flight at the very beginning if nobody is allowed a long transit to begin with?

VI. If the lady who called me is reading this, please do not hang up on me when you are frustrated. You have already started a fued when you played the blame game but nobody was yelling and your customer needs to repeat what you said back to you because your customer DO NOT UNDERSTAND you or your pronounciation. WE ARE NOT MOCKING YOU neither are we dense, WE ARE SIMply TRYING OUR BEST to make sense of the situation and what you are trying to convey.

How has JAL benefitted from victim blaming, not taking responsibilities and not offering better solutions?

LASTLY, I am uncertain as to why the lady who attended to us needed to ask for my family member's names (even the one who isn't flying) but just in case the information is going to be used for malicious intentions, I have gone through the trouble of recording the second half of our phone call in case nobody was recording it.

I was nieve when I read that Japan was opening up its border to foreigners and misread the term. I went on JAL's website and booked a ticket which would only refund back 20% if cancelled. A big thank you to Margarette for assisting me when I phoned JAL and told them that I have just realised that I actually cannot enter Japan at present. She immediately told me that JAL would cancel my flight and issue a full refund. This was on Sunday and today on Tuesday I have the refund already. They were within their rights to stick to the ticketing conditions and not budge but JAL helped immediately! Highly recommend them!

I have been confirmed and charged for my flight but when I'm trying to check my details it doesn't exist on their website or the flight doesn't exist either. I called the customer services and nobody picks up after now 45 minutes. My flight is due tomorrow and I'm freaking out.

Our premium economy, return flights Syd-Tokyo were cancelled by the airline. The alternative dates that were available didn't work for us. There was no option to change route so all we could do was get a refund and try to re-book with another airline. We were then told that the refund would take 2-3 MONTHS!!!! to process. This leaves us out of pocket for this unacceptable length of time and means we can't re-book until less than a fortnight before we want to travel.

Japan Airlines made changes to my flight schedule time and date with out any proper notifications and contact. They give no respects to travelers and their representative were very rude when I have to called in to request the new schedule. Very bad experience, I do not recommend this airline to anyone and will never support this airline again.