I would give a zero if I could. the flight was cancelled. I got an email at 6pm the day before. but I did't pick it up. We arrived at 1:30pm and found out the cancellation. Tried to get help from JAL because We had a connecting flight in Tokyo at 8:00pm. But we were told to wait in line. After 2 hours waiting, we were told that there were full and we had to take a flight the next day. No hotels would be arranged.

Their US Customer Service Hotline is so terrible, long hold times and representatives who speak very broken English. Even when I did managed to get through to a representative, they hung up on me while I was giving my reservation number! All in all, I would not recommend booking with JAL, as it doesn't seem they're very serious in the customer's experience.

Service and meals were exceptional but the seat (and the plane itself was quite old and tired) was too tight. Could not sleep comfortably (without the mattress cover) and my arm hung out to the asile a couple of times during the few hours sleep.

JAL is the worst airline and I am losing faith in the One World Network.

JAL and OneWorld customer service is non existent. JAL phone line for US customers are open for like 8 hours a day ET resulting in long waits to talk to anyone. Most of the time you then have to wait longer to be connected with a translator who just adds a layer to the issue and expense.

The JAL app is literally one of the worst is the business. You have to enter everything manually just to find a single bit of info.

JAL customer service bots are like what you would use if you had a nickel to spend on the system and offer zero help.

The planes are basic. Premium economy is like back of the plane of quality international carriers. The food is very basic and wrapped in so much plastic it's scary to think what they do with all of it.

I've called and spent hours trying to upgrade all of my flights with zero success. Like when we had to call cell phone companies to dispute our bills. I was told they're not available at check in every time and when I pulled out my credit card at the gate and they said they didn't have a card reader. Then they told me there were seats but I have to ask 90 min before boarding- which I have every time.

Despite flying 100k miles per with multiple airlines and earning OneWorld elite status. and being loyal, they just don't help you out. They market to use like it's OneWorld, connected, alliance. But when you call your main airline they just tell you JAL is a third party and there's nothing they can do to help. Kind of depends who you get on the phone.

I am looking at alternatives and will never fly JAL again.

I am shopping for alternatives to the OneWorld network as it's a marketing scam that offers almost nothing subs tail except the ability to earn increasingly worthless miles that you have to beg to use on flights since they all don't cooperate to help you get where you're going.

I will be writing to all OneWorld Airlines and submit complaints to US consumer protection as well as my elected representatives in the US congress.

As taxpayers we subsidize these airlines and they just move us around complaining how we're frustrated.

Boycott JAL is you're a serious traveler.

The airline staff was both nice and efficient. We experienced “electrical issues” sitting on the runway that required 3 hours of maintenance to fix, but I preferred that over switching to another plane. They kept us informed the entire time of hopeful takeoff and I would have been more worried if they played koi about whatever problem it was- at least the issue got fixed. Not to mention the service during our wait was fantastic, before we even got bored or noticed, the stewardess was passing out snacks or drinks until take off. The leg room was decent and the food was okay. We did have a connecting flight planned that we were too late to get on due to the delay, but before the plane even took off, someone had come by to establish a new connecting flight to our destination, so we at least we weren’t stressing the whole flight about what we were going to do. All in all solid experience.
24F, American, 3rd time out of country