Rose L.
Google
Worst Business Class Experience – Deeply Disappointing and Lacking Empathy
I chose Japan Airlines specifically because of its reputation for exceptional service, especially in Business Class. Unfortunately, this turned out to be the worst Business Class experience I have ever had, both on the outbound and return flights.
On our outbound flight (JFK → HND), the service fell far below expectations. My two children were treated inconsistently, with one being offered a souvenir while the other was ignored, causing visible distress. Meal service was rigid and unaccommodating. When my children wanted a second bowl of ramen, they were told each passenger was limited to one portion, despite Business Class being less than half full and no visible demand from other passengers. This refusal made my children afraid to order food for the rest of the flight.
Basic service standards were also missing:
- Drinks ordered through the screen never arrived until I personally tracked down a flight attendant. (On the return flight, the drink came really late)
- No one offered to make our beds. We were expected to set everything up ourselves.
- Used trays and dishes were not cleared promptly, especially around my children’s seats. (No improvement for the return flight as well)
- Lavatory amenities like mouthwash and lotion were removed an hour before landing, making them unavailable when passengers needed them most. (My return flight, it was removed 2 hours before landing.)
I made a formal complaint immediately after this outbound flight in December, hoping the airline would at least acknowledge the issues or offer an apology. To date, no one from Japan Airlines has contacted me, which only added to the disappointment.
Sadly, the return flight was just as disappointing, if not worse.
When I saw Economy Class being served pancakes, I mentioned to the flight attendant that they looked delicious and asked when breakfast would be served and whether I could have pancakes. She bluntly replied “No”, explaining that pancakes were for Economy Class only and that Business Class did not have breakfast. She added that à la carte ordering had already ended because we were within two hours of landing. (While economy is still serving breakfast)
I then asked politely “I am hungry. Is there anything I can eat?”
Her response was to repeat that à la carte was closed, smile, shrug her shoulders, and essentially signal that there was nothing she could or would offer me for the remainder of the flight.
No alternatives were suggested. No snacks. No nuts. No juice. Nothing.
I was left hungry for the rest of the flight.
This complete lack of empathy was shocking. I would expect any airline, even in Economy Class, to at least offer a small snack or juice/milk when a passenger says they are hungry. In Business Class, this response was unacceptable.
I have flown Business and First Class many times on other airlines, and this experience does not come close to premium service. For an airline known for hospitality, this felt cold, rigid, and indifferent.
I am extremely disappointed and will think very carefully before choosing Japan Airlines again.