Japan Airlines (JAL)

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

00 81 570-025-121

Website

4.09,624 reviews

Travellers' Choice 2020 Winner

Travellers' Choice 2019 Winner

Travellers' Choice 2018 Winner

Travellers' Choice 2017 Winner

Legroom

Seat comfort

In-flight entertainment (WiFi, TV, films)

Onboard Experience

Customer service

Value for money

Cleanliness

Check-in and boarding

Food and beverage

About Japan Airlines (JAL)

Airline Alliance

oneworld

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).

4.0

9,624

Excellent

5,053

Very good

3,052

Average

772

Poor

274

Terrible

474

Filter by

Clairecookson

Phuket, Thailand

37 contributions

Not the best!

Bangkok - TokyoNorth Asia

Worst business class experience, no drink offered when you get on board , seats fully recline but I was on aisle seat and no arm rest so not the most comfortable, just treated like economy but with a better seat! Very disappointing and wouldn’t pay the extra again, even the lounge for Jal was very disappointing compared to other lounges , food was awful

Date of travel: March 2025

Legroom

Seat comfort

In-flight Entertainment

Customer service

Value for money

Cleanliness

Check-in and boarding

Food and Beverage

Written 17 March 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Chris Rochette

Washington DC, District of Columbia

43 contributions

Japan Airlines Premium Economy: One of if not the best Premium Economy Products

Boston - TokyoInternational

One if not the best premium economy products. I was traveling on the Boeing 787-9 and the seat pitch (distance from your seat to the seat in front of you) is an unheard of 42" (in premium economy). On top of that generous pitch, the PE seats are hardshell. When the person reclines in front of you, it doesn't intrude on your space. On top of the wonderful spacing, the seats are comfortable with a good amount of storage. I slept 75% of the flight so did not use the inflight entertainment system -- but when I did it had a good selection of both Japanese and international selections. The service was also impeccable with friendly and professional cabin crew. The bathrooms were well maintained throughout the flight. This was first time traveling on Japan Airlines. As a OneWorld Emerald member via American Airlines Advantage, I look forward to flying JAL again and again and again. p.s. - the JAL First Class Lounge at HND is heaven with a spacious layout, comfortable seating, great views, a vast food and beverage menu, and a beautiful Champagne room decorated with JAL history.

Date of travel: February 2025

Legroom

Seat comfort

In-flight Entertainment

Customer service

Value for money

Cleanliness

Check-in and boarding

Food and Beverage

Written 16 March 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

malcolm b

Singapore

98 contributions

Bookers beware

Sapporo - SingaporeSoutheast Asia

Warning to families booking with @JAL - We have a Sapporo-Singapore ticket via Haneda with a connection time SHORTER than JAL's own minimum guidance (75-90 mins). JAL has now confirmed we must: • Collect bags after domestic arrival • Clear immigration • Change terminals • Check in again for international • All after midnight • All with 2 young children Yet they sold us this impossible connection and refuse to provide written confirmation or assistance. This means we'll likely miss our flight and be stranded at Haneda after midnight with our children. JAL - please provide written confirmation about this connection being impossible so we can claim on our insurance. Otherwise, we risk being forced to buy new tickets on the spot. Has anyone else experienced this? What happened? #JAL #JapanAirlines #CustomerService #TravelAlert

Date of travel: March 2025

Written 15 March 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

dbz

2 contributions

Never book with JAL

Bangkok - TorontoInternational

Terrible customer service. No accountability. They are not helpful on the phone. you can show up to the airport for your flight and still be considered as a no show. Even in person they will tell you that you did not show up. The staff are not helpful. They are not helpful at all and waste hours of your time. they tried to charge me triple the price to get back home which is ridiculous because that costed more than the round trip. their customer service has went down over the years and I will never book with JAL and tell everyone not to book with JAL.

Date of travel: March 2025

Legroom

Seat comfort

In-flight Entertainment

Customer service

Value for money

Cleanliness

Check-in and boarding

Food and Beverage

Written 3 March 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Tokyoschmo

7 contributions

Absolute Joke

Chitose - TokyoDomestic

JAL has gone down the toilet and ANA is definitely the one on top. 2.25 hours to check in at Sapporo because their oversize baggage counter was closed (all the while manned by 2~3 staff at the desk) I was unable to bag drop and due to this was dragged into a queue that had a backlog the size of my number 2 on a bad day. What makes this proof of JAL's terrible customer service is the following: 1) Our flight was already delayed by almost 3 hours 2) Our friends who travelled in business class were also told to queue up in the standard lane - what the hell are they even paying business class price for! JAL had a 'group' desk that has next to no passengers lining up yet they wouldn't open that up for their business customers. It's an absolute joke. 3) There was a Japanese man in front of me who also waited 2 odd hours and when he got to the front of the line, was only then told he was in the wrong queue (for whatever reason that might have been) Lack of signs, staff everywhere but ZERO communication. 4) This happened across a span of 4 days as our friends and I travelled 4 days apart but JAL's putrid service was consistent over this period. Being polite is not a sufficient excuse for your terrible service. I will never fly JAL again and will stick to ANA.

Date of travel: January 2025

Legroom

Seat comfort

In-flight Entertainment

Customer service

Value for money

Cleanliness

Check-in and boarding

Food and Beverage

Written 27 February 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Showing results 1-5 of 3,222