the biggest disappointments was, we were not informed of all the information we need, on our scheduled trip coming back to US.. We've tried a lot of times calling and send an email asking about any procedures that we might need to know upon our return trip, but unfortunately there was no response either at all. then came the horrific day of our return trip to US. after an hour and a half being in the long line, we are surprised when one of the airline staff announce that we need to prepare all documents needed including ANTIGEN TEST. This was the start of our horrific experience on that day. Were told different information from other sources, but heard nothing from JAL, as mentioned earlier that we tried calling them to ask for any info for our flight. Long story short as a result of this horrific misfortune caused by this airline, aside from the unexpected huge expenses that we incurred, as of this moment this problem is not yet resolve as we called them letting them of the situation happened to us in our recent Manila trip going to Seattle May 31, 2022.
I book my tickets thru kayak.com and when we are boarding, 6 of us sit in 6 different places. I have 3 kids and a senior mother. The crew are nice, but not willing to work with other passengers to change the sit for us. Kayak didn't send the seat assignment ahead so I didn't know we are not sitting together. Specially 11 hrs flight. ☹️
Same very helpful crews good job
Most of my selected seats were changed to seats I did not want.
Negativ: "Is easy to book from your even I don’t really understand English and Japan airlines was wonderful service. Thank you 😊"
Positiv: "The seat was comfortable, the food was delicious and the aircraft was clean."
Negativ: "Boarding was awful. The staff definitely need better training at adapting with the Covid 19 situation. Especially, when it comes to unexpected occurrences regarding test certificates and sudden new regulations. Not everything is always black and white and not everyone has the same capacity to afford rebooking flights or re-testing. Treatment of foreigners in general at the LAX airport, on my flight at least, were unprofessional and inconsiderate. I generally like flying with Japan Airlines but after what I have seen and experienced personally I’m not so sure it is still one of my number one airlines to fly with anymore."
Positiv: "Crew took great care of us"
Negativ: "The cabin was so hot it felt like there was no air conditioning. Please turn up the air conditioning (make it colder). Passengers feeling cold can use a blanket to stay warm. Passengers feeling warm have no solution. I was wearing just a T-shirt and was feeling so warm. Thank you"
Positiv: "Everything"
Negativ: "Connection time at Narita is too long"
Positiv: "Love everything"
Negativ: "None"
Negativ: "Boarding took forever and flight was delayed"
Positiv: "The crew amazing. Food was great"
Negativ: "Nothing"
Negativ: "JAL LAX Ground staff. Not helpful."
Positiv: "The crews were very kind and helpful."
Positiv: "Two choices of meal, friendlier staff, better head cushion. Props to JAL."
Negativ: "Almost missed my flight - they could not locate me as a ticketed passenger"
Positiv: "Very nice flight attendants providing perfect service. Very nice food, exceptional for economy class. Huge leg room and wide seats (only 8 seats per row in a B777, other airlines usually have 9 or even 10 seat per row, this parity to some eco plus seats) Good entertaining system with good choice of new movies."
Negativ: "The boarding process was a bit unfortunate. But this might have something to do with Oneworld and not only JAL. Sapphire and Ruby members board at the same time, making the boarding process a bit crowded for a elite member. But apart from that he boarding was well organized."
Positiv: "Service was excellent and seats were comfortable."
Positiv: "Good service. Flight went off without a problem."
Positiv: "This flight was part of a longer trip - I flew from Hartford, CT, USA on a different airline and connected to Japan Airlines in Chicago. I flew Chicago to Tokyo in JAL and then from Tokyo to Manila again on JAL. The service on first leg was very good and friendly of my JAL flights, food was good, seat was comfortable. Then on my second flight from Tokyo to Manila I was shocked but thrilled that I had been given an upgrade to first class. The whole experience was outstanding! The seat was incredibly comfortable and the food was phenomenal. The only problem, not that you could call it a problem, was that I was so comfortable with my fluffy pillow and fully reclining seat that I couldn’t stay awake to finish my movie! Thank you!"
Negativ: "Not applicable"
Positiv: "We traveled with our 1.5 year old and JAL was incredibly accommodating and made our trip very enjoyable. They went above and beyond to make sure our trip was smooth and provided impeccable service."
Positiv: "Was fed a meal and snacks/drinks for this connecting 3 hour flight in economy. Hard to sleep in the economy seats, But with a blanket and thick clothes it would be better! Japan Airlines crew extremely nice!"
Negativ: "Bad seat near bathroom. Smelled like pee entire trip"
Positiv: "As expected not overly done nor less of comfort and services. Only it was confusing that I had to move from international terminal to Domestic terminal due to first transfer was with in Domestic airport."
Negativ: "I have purchased Japan Airline to travel but unexpectedly I had to deal with American Air for half of my flight. God help them please. It was hell from start to finish. Japan Air, I feel sorry for you that your alliance with American Air."
Positiv: "Riding on the 787 was superb."
Positiv: "The staff were awesome. The facilities were good."
Positiv: "Their customer service is excellent! when I left my card (fell out of my pursue while in transit), they called me immediately! After a long vacation, exploring. I was extremely tired and and left my phone completely on silent for 4 days, and within those 4 days they called and left me messages. Lucky I live here in Hawaii, can you imagine being a tourist and you lost your card? Excellent customer service."
Negativ: "Nothing"
Positiv: "Ok seats but not quite lay flats. Lay at an angle. Great service by staff"
Negativ: "Entertainment selection was outdated. Very dated. The food selection was limited. The cabin was noisy"
Positiv: "Food and entertainment was good."
Negativ: "Because of some system updating we were unable to check in online and had to wait until we got to the airport to select seats. By then, there were no decent seats available. My bladder nearly burst because the guy next to me slept the whole time. They say it will take 3 weeks to update the system. This is a terrible level of customer care."
Positiv: "The crew were very polite"
Negativ: "No choice of menu and films only very limited choice."
Negativ: "Flight was delayed by 3 hours!! No info was given why until we got on the plane. We did not know if the flight was going to get cancelled and if we need to make other arrangements."
Positiv: "Nothing"
Negativ: "Everything. Screens were small. Leg space was little to none. Food was trrrible. I will never fly with JAL again"
Positiv: "Great meal compared to other local airlines. Comfortable."
Positiv: "Cabin staff. Special meal. Cleanliness."
Positiv: "Ich habe den Flug sehr genossen. Die Filmauswahl war hervorragend, das Personal sehr freundlich, und das Essen geniessbar."
Negativ: "Didn't get to go. Thanks for selling me worthless insurance."
Positiv: "Food & entertainment"
Positiv: "It was anything very good, my trips on air are great. all flight attendant did good job.i got good slept well on flight JL 060.so I will choice Japan Airline next time. Thank you very much"
Positiv: "The service on this flight was excellent.First class service in the economy section."
Positiv: "Everything! JAL employees go above and beyond to deliver perfect customer service with a genuine smile."
Negativ: "Nothing! No complaints here"
Positiv: "I liked everything about the flight service and attendants. The attendants were always respectful and smiling...."
Negativ: "Same thing as above"
Positiv: "The best airline I have flown in. Plenty of room and the in-flight service was excellent."
Positiv: "Roominess of economy seats."
Negativ: "Poor movie selection. Heavily skewed to action/terror/suspense. Very few dramas, and none of them current."
Positiv: "The food was delicious and interesting. Also, the flight crew allowed me to sleep through the rest of the night after dinner service was complete."
Negativ: "I don't recall having seen an option for a vegetarian dinner, either when I was booking my ticket or after I was on the plane. Perhaps I just missed that part of the booking process."
Positiv: "We boarded quickly and orderly. The crew was very attentive and made sure we all had enough to eat and drink. The food was good, the tea and coffee was good."
Negativ: "Not a darn thing...."
Positiv: "We had a 4 hour delay due to maintenance, so many of us missed connecting flights in Tokyo. But the airline put us up in a hotel and gave us meals, so I had a nice bonus day to see the city. The flight itself was very pleasant, with the cleanest bathrooms I've ever seen on a long flight and plenty of food and drink."
Positiv: "The airplane was quite and clean and the crew were helpful"
Negativ: "Some items were not new and not in a good shape like the headphones and the pillows. The crew didn't pickup the plates after we finished our meal"
Positiv: "The crew was really nice, as you can expect from a Japanese company. Super helpful and smiling. The food was also very good."
Negativ: "The space is really tiny. The screen also tiny."
Positiv: "Crew was friendly, eager to help. Flight arrived on time."
Negativ: "Great flight everything smooth - the food is fantastic I flew economy and received excellent food. The employees are very friendly and the plane was a recent model Boeing very smooth."
Negativ: "On long flights, the seats need to be more comfortable and there needs to be more entertainment options. Also was not sure why we could not book seats even though we booked tickets in October."
Negativ: "On time and comfortable"
Positiv: "Time is good."
Negativ: "With long flight these two are a must ! Food is very limited and needs to have more movies."
Negativ: "Mid night snack can be improved, it’s too small a portion."
Positiv: "Well maintained plane, nice staff and over very comfortable."
Negativ: "The wifi worked only 1 hr of the 3 hrs I bought"
Negativ: "Add a low carb meal option"
Negativ: "On time is always nice. Overbooked someone in my seat when boarding. On arrival sat for a while to get into the gate on a flight that was already 90 minutes late"
Positiv: "Flight attendants are nice, polite and helpful. We didn’t lose any luggage and intact. Foods are good and plenty"
Positiv: "The crew was great, friendly and helpful. The food was good and the overall service on the plane was great."
Negativ: "Our flight was delayed from Los Angeles and we did not make our connecting flight in Tokyo. The next option they had was a full 24 hours later so we ended up taking the train. I tried to make adjustments to one of my flights for the return home and was told that is not an option."
Positiv: "I liked the midnight flight out of LAX; got to sleep at a normal time and arrived in Japan in the morning ready to go"
Negativ: "Not much"
Positiv: "Crew was good"
Negativ: "The way they board"
Positiv: "Nothing."
Negativ: "A pair of babies wailed and cried for almost the entire 10 hour flight. Was this ANA’s fault? Of course not, but they could’ve suggested to the parents ways to help with their children."
Positiv: "Polite, attentive, and amiable staff show they take pride in their top notch service. Entertainment options (movies, documentaries, travel guides) on screen are also a huge plus."
Negativ: "Seats are way too small, incredibly uncomfortable to the point of painful ness. More luggage space"
Positiv: "Flugpersonal sehr aufmerksam, 2 Gepäckstücke à 23 kg kostenlos, alkoholfreie Getränke kostenlos, WLAN"
Negativ: "kein Essen, keine individuelle Bordunterhaltung, harte Sitze"
Positiv: "Flug bringt dich auf Kurzstrecke von A nach B. Aber ohne Komfort. Crew sehr freundlich aber außer kostenlosen Getränken (alkoholfrei) gibt kaum etwas. WLAN vorhanden. Für 3 Stunden akzeptabel."
Negativ: "Keine Bordunterhaltung, Essen aus der Bentobox nur gegen Bezahlung. Sitze sehr hart und geringe Sitzfläche/Sitzabstand."
Positiv: "gutes essen"
Negativ: "zu wenig wasser etwas kleiner bildschirm"
Positiv: "Premium economy is the way to go! Comfy seats with plenty of room; preflight lounge access."
Negativ: "Unfortunately, premium economy is the only way to go, because economy class seats are very cramped and "locked" in the upright position (for a 10+ hour flight), and it's a bit pricey."
Positiv: "Their service"
Negativ: "Foods"
Positiv: "Staff and crew and food!"
Negativ: "We could not check in online. This was frustrating and we do not know why?"
Positiv: "Das Personal war sehr höflich und aufmerksam. Pünktliche Abwicklung. Neues Flugzeug (Boeing 787 Dreamliner). premium Eco hat echten Mehrwert (breite Sitze mit Beinauflagen, Champagner)"
Negativ: "Relativ viele Durchsagen"
Negativ: "It was too hot in the plane. The plane lacked individual cooling control. We mentioned how warm it was to the flight attendant. It did cool down momentarily, but remained uncomfortably hot the remainder of the flight."
Positiv: "Good service"
Negativ: "baggage was broken."
Positiv: "The staff is very nice."
Negativ: "The exonomy seats."
Positiv: "They came around often to see if we needed water or anything. Food was good."
Negativ: "Tray is too small and not able to use the entertainment system because it is too short for a tall person. I would be staring down the entire time."
Positiv: "Courteous crew, delicious food and comfortable seats for economy. I was looking forward to the return flight!"
Negativ: "More of an movie selection. Maybe up date movie ever 2-3 weeks as they become available for the company"
Negativ: "The seat in this airplane was downright uncomfortable."
Positiv: "The staff was so friendly, attentive, helpful and pleasant!"
Negativ: "14 hours on a a plane is a long time, no matter what :/ but it is amazing to be able to fly across the world in a day! The meal schedule was weird, but after we figured it out, it was fine, and the food was pretty good too."
Positiv: "Everything excellent"
Positiv: "Movies"
Negativ: "Food needs improvement"
Positiv: "The flight was very well organized and the plane left on time and arrived exactly on time. The service was excellent even though the plane was close to full."
Negativ: "Nothing"
Positiv: "Very comfortable plane and excellent service."
Positiv: "Food was good, the crew were kind, nothing less than one expected and nothing more either"
Negativ: "Not much of a choice when it came to films"
Positiv: "Friendly flight attendants, clean toilets"
Negativ: "Flight attendant missed our breakfast and when reminded didn't even apologize. old aircraft"
Negativ: "Flight was moved to6 am, 4 hours earlier than scheduled. Found out less than 24 hours before flight. ANA refused to rebook on an available flight leaving at the original time. Disappointed (and tired)."
Positiv: "Friendly and helpful airline staff and flight attendants. Efficient boarding. Departed on time. Great in flight service."
Positiv: "Generally the fligt was wonderful."
Negativ: "Of course I had a correct USB cable for i ad, I can not chage it."
Positiv: "Food was great!"
Negativ: "The Japanese crew were not very good at English!"
Positiv: "Ana crew always excelant This round was a little less sweet n outgoing than in used to. But still did there job well."
Negativ: "Food as with crew as well as movie selection Yoon seemed a touch below the high standards in used to."
Positiv: "Crew was very friendly. All observed interactions with passengers were pleasant and helpful."
Positiv: "Good food and service"
Negativ: "Delay too much time"
Positiv: "Polite attendants"
Negativ: "small leg room......"
Positiv: "The stewardesses were always smiling and very engaging!"
Positiv: "very comfy, great ground handling crew"
Negativ: "none"
Positiv: "Great service and great food"
Negativ: "No complaints from me"
Positiv: "It was an awesome flight, very nice and great service,"