Japan Airlines Customer Service Issues

Thank you for choosing Japan Airlines. We hope you have a pleasant journey. You might receive a phone call or email in case of any flight disruptions due to adverse weather or other factors. Here are the flight details: Passenger Name: VERGISON ADRIANPETERMR Flight Information: JAL771 Departure: TOKYO NARITA INTL on Wed, 18Apr at 19:25 Arrival: SYDNEY KINGSFORD SMITH on Thu, 19Apr at 06:10 Hello, I wanted to share about the exceptional service of the Japan Airlines staff during our recent trip to Japan with my wife, Linda. Our holiday in Japan was amazing with visits to many towns and cities, a Shinkansen ride, viewing Mt. Fuji, and enjoying delicious food and Suntory "Highballs." Unfortunately, I injured myself in Osaka, but upon returning, the cabin crew on our flight went above and beyond to assist me with my injury. Their care and service were truly outstanding. We look forward to flying with JAL again on our next trip and have recommended the airline to all our friends. Thank you for everything! Regards, Adrian. 😊

Hello, A few days ago, I traveled to Japan to attend The Fiji Rock Festival, an amazing event for our band. We had a wonderful time learning about Japanese culture, arts, and people during our stay. However, our positive experience was overshadowed by an incident at boarding gate 88 for the Japan Airlines flight to Moscow, vessel JL [redacted] on July 31, [redacted]. The two ladies at the departure gate were reluctant to allow our guitars inside the cabin, even though they were our only carry-on items. Despite our explanations about the instruments' fragility and the potential for damage if placed elsewhere on the aircraft, the ladies displayed inappropriate behavior and lack of cooperation. It was perplexing as we had flown the Moscow-Narita (Tokyo) route a week prior without any issues. Musicians' livelihoods are not as affluent as many assume, and our instruments are precious to us. We seek mutual respect, cooperation, and understanding with airlines to protect our equipment and avoid the hassle of damage claims. While the departure gate experience was unpleasant, the flight attendants were kind and tried to assist in accommodating our instruments. Sharing this incident and seeking your thoughts on the matter, we hope for better collaborations between musicians and airlines in the future. Thank you, Mr. G.

Our group missed our flight due to a Japan Airlines manager named Mr. Suzuki who did not listen or review our paperwork. He was rude and disrespectful to my wife, assuming she was an Indonesian national and demanding her Indonesian passport. To his surprise, she holds a U.S. passport, like the rest of our group. As a result, we missed our tour of Indonesia scheduled for that same night upon landing in Jakarta. We arrived at NRT at 3:55 pm on flight AA169-[redacted]-9 and were supposed to leave at :00pm for CGK on flight AA8499-[redacted]-8. Unfortunately, our group had to depart the following day. Additionally, our family member who was meeting us at NRT missed his flight due to the negligence of the Japan Air manager, Mr. Suzuki, and had to stay at NRT for three days before being able to fly out. We are seeking reimbursement for the pain and suffering caused by being insulted in public about our identities and intentions.

I was not given the option to choose a meal during online check-in or at the desk. Due to medical reasons, I am a pescatarian with no dairy restrictions. Upon boarding, I discovered only chicken and beef options, both unsuitable for me. Ice cream was also offered, which I cannot consume. Instead, I received iceberg lettuce and fruit, with a vague possibility of a leftover first-class meal at the end of the flight. This situation caused me to have a panic attack on the plane. I feel greatly disappointed and frustrated after spending $[redacted] on a 14-hour flight without suitable food options provided. This is not a preference but a crucial medical requirement. I will be filing a formal complaint regarding the inadequate accommodation of my medical needs. This experience has been devastating for me.

I have purchased a ticket for my sister-in-law, who is not tech-savvy, to return from Singapore to San Diego via Tokyo and Los Angeles on July 22nd. Despite using her credit card and email address ([redacted]), we did not receive the confirmation email. The charge appears on her credit card statement as JAL NY NY, but we are unable to access her flights on jal.com without the flight numbers. How can we obtain this information? -Greg Siebenthal, [redacted]

I arrived at Manila airport just 1 hour before my 11:25 PM flight with JAL. Unfortunately, I missed my flight because I wasn't aware that the ticket counter closes 90 minutes before takeoff. Despite being at the terminal, I was told I had missed the flight. After 2 hours at the office, I was initially re-booked for July 6th, which was then changed to July 12th or 13th. I was given a contact paper to reschedule and told there would be a re-booking fee. The provided number was not in service when I tried to call. I need to get back to Nashville, Tennessee, and willing to pay to re-book if required. I was on flight [redacted], seat 55c to Tokyo Haneda. Please let me know when I can re-book my flight. Thank you.

Subject: Request to Reschedule Flight Booking Dear Japan Airlines Team, I hope this message finds you well. I am writing regarding my upcoming trip to Tokyo with my friend Edgardo Sanchez, booked under reference SHB8PS for flight JL0746 on Saturday, August 10, [redacted]. I regret to inform you that due to unforeseen circumstances, Edgardo's passport renewal has been delayed by the Philippine government, affecting our travel plans. As a result, I kindly request to reschedule our flights to the following dates: - Manila to Tokyo: September 27, [redacted] (preferably early morning) - Tokyo to Manila: October 5, [redacted] (preferably evening) I understand the ticket's nonrefundable and non-changeable conditions but sincerely hope for your understanding and assistance in this matter. I assure you that the new dates will not be subject to further changes. I appreciate your understanding and look forward to your positive consideration of my request, given the circumstances beyond our control. Thank you for your attention to this matter. Warm regards, Youssef El Khoury

Hi, my name is Cheyeanne Grecia Esguerra and my booking number is MYJMG8. I booked a JAL flight from Manila to Seattle on August 18, [redacted], using the Expedia app. I encountered an issue with my cancellation refund. The terms stated that I could cancel the flight within 24 hours without any fee if done before 11:59 pm on August 7, [redacted]. However, when I tried to cancel online, the Expedia system did not allow it and directed me to call a U.S. number, which I couldn't from the Philippines. The next day, through online chat, I explained the situation to the staff. The first staff member escalated it to the supervisor but I was informed I needed to pay $[redacted]. I reached out again, and the second staff member passed it to a different supervisor, still asking for $[redacted]. I'm unsure if I misunderstood something, but I don't believe I should be responsible for this charge. I'd appreciate your assistance in resolving this matter. If it can be explained to me why the fee is fair, I'm willing to pay, but currently, I'm frustrated. Thank you.

Dear Sir/Madam, I am writing regarding AWB No. [redacted]2. The shipment is scheduled to depart from PVG airport on October 5, [redacted], to NRT airport, with the final destination being DEL on October 9, [redacted]. This is an extremely urgent cargo, and we kindly request that you arrange for an earlier departure than the provided schedule from NRT. We are currently experiencing significant issues, as our customer is displeased with the delay. Given the urgency of the cargo, we sincerely ask for your immediate attention to this matter. Thank you for your understanding.

I made a booking through GOTOGATE for flights JL [redacted] to LAX connecting to JL 69 to KIX, Osaka, and JL [redacted] to BKK on January 13, [redacted], with a return journey. While I provided my full name as Jessica Smith, my passport includes my middle name as Jessica Justine Smith. Despite this, GOTOGATE states they cannot add my middle name due to their policy on name changes. I am unsure if it is crucial to have my middle name on the reservation if my passport shows Jessica Justine Smith. The reference number for my booking is GSBUFD (AA) and RVS2VC (JL).

Today, I made a reservation for a flight from Raleigh to Narita and back to Raleigh from Osaka via American Airlines. JAL operates all the flights from JFK in NY to Japan. The record locator is GEQOBD. The flight is scheduled to depart on May 16, [redacted]. My spouse and I would like to inquire about upgrading to premium economy seats on the JAL flights. Could we make this arrangement through you, and what would be the additional cost? If we opt to upgrade closer to the departure date, will we incur any fees for changing our tickets?

I landed at Haneda on 2 Dec to learn that my flight, JL77 scheduled for early 3 Dec, was canceled due to a typhoon in the Philippines. Despite understanding it was beyond the airline's control, I was informed that no other flights were available. I arranged the airport hotel for one night. Upon returning to the Japan Airlines counter, they rescheduled me with Philippine Airlines on 4 Dec, as there were no available flights to the Philippines before that date. Consequently, I had to extend my hotel stay for another night. Returning to the Japan Airlines counter now, I have been informed of a flight 12 hours before my Philippine Airlines flight. I am disappointed that Japan Airlines did not notify me of this earlier option, especially knowing my location and my desire to board the earliest available flight. Although Japan Airlines did kindly cover one night's hotel stay, this does not make up for the lapses in customer service. Regrettably, I have decided not to fly with Japan Airlines in the future and will be sharing my experience with family and friends.

Hello, I'm seeking clarity on whether I can bring my puppy in a crate with me in the cabin during my travels. The information on the website is confusing, so I want to be certain before my trip from Vienna to Japan and then onwards to Australia. My puppy will go into quarantine in Australia upon arrival. I appreciate any guidance on the correct procedures to ensure a smooth journey for my furry friend. Thank you.

I was informed by American Airlines to reach out to you about this matter. I am aware that there is compensation for delays exceeding 6 hours. Regarding JL flight [redacted] from Tokyo to Chicago on December 25, [redacted], with Airline Reference #QTPXAX, the departure was delayed from the initial 10:50 AM to 4:05 PM, which resulted in a 6-hour wait in Chicago. I am requesting compensation for two passengers seated together in seats 8K and 8H. The compensation amount requested adheres to the applicable guidelines.

As an avid traveler on ANA flights between Vancouver and Tokyo/Osaka for work, I am seeking assistance for a project at Osaka Gakugei Canadian International High School. I teach Career Education 10 and currently have two ambitious students interested in pursuing a career as airline cabin attendants. These bilingual 16-year-old girls are looking to interview someone experienced in the field to gain valuable insights and guidance towards their dream job. I kindly request your help in connecting us with the appropriate staff who could facilitate this interview. Your support in guiding these motivated students would be greatly appreciated. Thank you, Douglas T. Ibbott Principal

Hello, I am having difficulty reaching Jal Airlines. We have a booking from April 24th to May 15th for which we paid £[redacted]. Due to the coronavirus, many attractions are closed, and train travel is limited. Considering the safety of our 7-month-old daughter, we are concerned. Could you please advise on the refund amount available to us? If a full refund is not possible, could we reschedule for next year? We believe this cancellation is beyond our control, and we hope for understanding on this matter. Thank you, Pawel

Dear Customer Service, I am reaching out regarding my business class trip from Hanoi to Las Vegas with JAL (Booking reference P6ZKQA). Due to unforeseen circumstances related to the current situation with the coronavirus, my company in Vietnam has imposed travel restrictions, and my family and friends from Australia had to cancel their plans to meet me in Las Vegas. I have been attempting to cancel my flights through my travel agent, Cheapoair (Booking reference [redacted]7), but have not received a response despite numerous attempts via phone, chat, and email. I kindly request assistance with canceling my flights as soon as possible. Being on hold for over 90 minutes on the customer help line is difficult for me as I am currently working. Any help in resolving this matter promptly would be greatly appreciated. Thank you, Gerry

Subject: Japan Airlines Itinerary Inquiry Dear Japan Airlines Customer Service, I am writing to seek clarity regarding potential adjustments to my wife's upcoming travel plans with Ticket Number: [redacted][redacted]/03 and Airline Res Code: VP9RL3. Circumstances may require her to extend her stay in the U.S., and I'm seeking information on the options available in such scenarios. If the need arises for her to stay beyond her scheduled return date of April 18, how will Japan Airlines handle the situation regarding penalties or rebooking fees? Specifically, I am inquiring about the procedures and potential costs involved in the following situations: 1. If my wife's return coincides with the COVID-19 quarantine period: a. Is there a possibility to extend her return date? b. What are the implications if extension is not possible? c. How much would the penalty be or the cost to purchase a new return ticket? 2. Should my wife choose to remain in Arizona longer to assist her sister post-operation: a. What are the repercussions on her ticket? b. How much would an extension penalty or a new return ticket cost? 3. In case of illness requiring prolonged stay supported by a doctor's certificate: a. How would Japan Airlines address this situation? b. What are the charges for extending her travel dates or acquiring a new return ticket? Your prompt assistance in clarifying these details would be greatly appreciated. Sincerely, H. J. Gomez

I have a layover in Tokyo, Japan for 21 hours and need to find a hotel. I was told I need permission from the Japan Embassy to go back through customs for my next flight. My passport is currently with the Taiwanese Embassy for a visa, which I need in 9 days. I was advised against staying in the airport during the layover. What should I do? Please respond promptly. Thank you.

Dear Sir or Madam, My company is organizing a trip to Dalian, China. They are expecting me to arrive in Tokyo on January 20, [redacted], at 7:40 a.m. coming from Bangkok on a Thai Airways flight. From there, I will have a layover in Tokyo starting at 1:45 a.m., and then board a Japan Airlines (JAL829) flight to Dalian, China, scheduled for 9:25 a.m. with an expected arrival in Dalian at 11:45 a.m. I hold an Italian passport with the number YB[redacted]. My name is Umberto Zarattin, and I have been residing in Thailand since October [redacted]. I have not returned to Italy for 9 years and have not been to Europe (Belgium) for 5 years. My last travel was in October [redacted]. I will have a valid covid test with me. I am only transiting through Tokyo without any plans to enter the city. Please advise on the feasibility of taking these flights and any requirements. Thank you for your response. Sincerely, Umberto Zarattin