Japan Airlines Opiniões 112

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.

on june 17th we have arrived at 6:00(flight was at 10:50) to haneda airport with my family and after 14 years living in japan it was our last day in japan. so we wanted to have a relax day. with my 4 years old daughter, 9 years old son and wife. we wanted show haneda to our children and have a delicious dinner with my family last time in haneda.our luggage right was 75 kg and we have brought 5 suitcase which is 76 kg i think. and hand baggage for inside for each member of my family. the person who received my suitcases and did the check in procedures tokk all the baggages from me and sent them to down. so we have left nothing in our hand to bring inside the airplane. you know we didnt know what is going on and firstly suprised but said anyway, it wasnt big issue for us.eventually we gave our all stuff to them. Then jsut headed to restaurant to have a dinner with my family, resposible person called me and told me almost 21 kg is over the limit and you have to pay 50 usd for each kg. Then i explained those extra ones are for inside the airplane but you took from me without confirmation and now you are asking for extra money!!!!! however we explain they didnt listened and got tooooo much rude to us and started to bully us in fron of everybody! their looking at started to become a hurting way and disgusting. I have never experienced something like that! they told us if we dont pay they will bring all the suitcase back. i accepted to bring back the suitcases because i wanted seperate the airplane inside handbaggage and the ones to go down. but they were sooo unwillingly doing it and the suitcase came back after 2 hours and now it is 8:00 oclock. first of all we missed our last dinner together in haneda which we planned from long time ago!! there was a fish restoran and i wanted to take my children there and have a dinner and have talk. I was thinking to ask my family how was nice to live in japan and everthing was good and everybody was soo kind etc etc. but we misssed all these things. wait wait !!! it is not finished yet! suitcase came and we started to seperate the suitcases, then we realized each suitcase have different kg but in total 76 kg no problem! but the head staff of JAL came and told us to make a balance the suitcases in a strictl and bullying way. we were opening the suitcases and trying to make a good balance, but almost all of the staffs gathered and staring at us while laughing!! it was soo hurting and unbearable. Then we finished and meausured. for expamle 100 gr was exceeding in one suitcase but they came and told us to take that 100 gr stuff away in an arrogant way!! then as we we were sweating and got too much stressfull and trying to arrange the suitcases etc, we took hand baggages and intended to walk! agaion the headstaff and other crew came and told us " no no no you cant carry your 4 year old hand baggage by yourself, give it to her, other wise we will not accept! they threatened us to cancel the ticket and etc we got soo stresful again because by little bay was 4 yeasr old and she couldnt carry her stuff because there wereb tires with that bag we put her stuff!!! but they insisted on! then i tried to be calm and tried to find a solution. we exchaged the 9 years old son suitcase with my daughters one the the problem was solved once again. but then the head staff suddenly turned to my wife and she that because my wife said bad words about the airline, we will cancel your flight, you cant get on the airplane!!! other staffs were laughing and staring at us in a bullying way! all of our friend were at airport and they came to say bye bye to us but they witnesed this nonsense things too!! then we talked them again a while that we didnt say anything etc, eventually they said okay! but still not finished. they came to check us from our behind like a spy to check if my little 4 years old is holding her hand baggage or not!! it was heavy for my little baby but anyway, since we have terminated our house contract and it was our last day in japan!! we didnt want to cancel the flight and go back home!! If we had our home to stay, i would cancel that flight and never fly with that JAL which I hate the service and never seen that kind of bullying to a customer!! It was the last day but exactly was like the hell !!! and was very very bad memory for our last day in japan after living 14 years in japan! I came to haneda at 18:00 for the flight at 22:50, but because the mistake they did , it became a hell day for us and we were almost missing the flight as too much time passed until we get the board! of course were hungry as well!! Now i am planing to sue the JAL because the thing they did to me and my family! I hate JAL and never ever never use and recommend any one.

Japan Airlines cancelled my flight and resold the same route at nearly three times the price I originally paid. This is greedy, unprofessional, and completely unacceptable. Avoid this airline if you value fairness and peace of mind.

I took JL0098 from Taipei to Tokyo. When I collected my luggage, I found one of them was damaged, but as I continued traveling as well, and without a laptop with me, I reported it once I was back in my home country. JAL replied that they can't compensate me as over 8 days, which is rude and doesn't make sense; other airlines are allowed to report within 1-3 months. My luggage cost HK$1780, but now I can't use it anymore, because the damage makes it unable to lock properly.

Food keeps getting worse and worse absolutely unedible horrible food with a kind of attitude to match it

This airline is ranked as a 5-star airline, but I am confused as to how. The service in flight is poor, the food service only provides desserts and snacks to people with regular meal service, with no replacement options for those with special dietary needs. Even if they serve ice cream, vegetarians or gluten-free people free will not be allowed to take it. People on standby were given no food as they loaded exactly the same as the number of passengers as on the flight.

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.