Japan Airlines Co., Ltd. Head Office

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.

We had a wonderful experience flying with JAL, both from Chicago to Tokyo and from Tokyo to Hong Kong. The seating was comfortable and the food exceeded our expectations, delicious and well-presented. The crew members were all very helpful and friendly, making sure we had everything we needed throughout the flight. Overall, JAL provided excellent service and made our journey smooth and enjoyable. Highly recommended!

This is my 1st time flying with Japan Airlines from the Narita International Airport . I’m very impressed with the amazing service JAL team members manifested from the ground check-in, boarding at the gate and flying attended by the stewardess. The boarding process is orderly, cabin crew service is excellent and the flight is on time. I will definitely consider flying with JAL from Japan in the future.

Flight got delayed. But when we arrive at the airport in Tokyo to go into our transit flight, they told us can get the next flight out at 1.30pm. I was ok to take the 1.30pm. But imagine the hassle, need to go out collect luggage, take luggage to next terminal to check in again for them to tell you that next available flight at 6pm. What the hell. Kids are all tired have to wait another 6 hours. This is so irresponsible and they just brushed it off. Doesn’t feel like they are trying at all.

Disappointed by first class on multiple occasions. We sent email feedback to JAL with unhelpful responses. Terrible. Pay for the best seats on the plane and bags are last out.

On 17th Sept, I took the 10:40 JL736 flight from Hong Kong International Airport Tokyo Narita International Airport. I was so impressed by the highly outstanding and professional customer service provided by the team particularly the cabin crews. They were very polite. I can truely feel the sincerity from the cabin crews particularly those I interacted with one-to-one most frequently with including the Cantonese-speaking cabin crew that I also met on my return flight on 24th Sept JL735. Thank you so much, Japan Airline cabin crew team! 🥰 I wish the team all the best, a fulfilling and happy career life 😃

Our domestic flight from Hiroshima to Haneda Tokyo was delayed for 2.5 hrs and late notice was received by email just 1 hr before flight, no much to do in the airport as Hiroshima’s airport is small with only 2 shops, no vouchers were provided for a single snack while waiting, inside airplane very comfortable seats

Japan Airline was the best airplane company in the world 30 years ago but it is not any more. I used Japan Airline for the first time in 20 years but the food quality, service, even movies are OK but not satisfied.