Very bad experience with JAL customer care. Never going to purchase the ticket nor recommend everyone to stop service. They are not 1% flexible. I will stop using Oneworld airlines altogether.

I had the worst experience at the check in counter queue. The staff assigned to manage the queue was extremely rude and not helpful at all. JAL needs to train their staff on good customer service.

I am glad that the counter staff was nice.

The customer service there is top notch with the flight attends ever ready to help out with the slightest of problems. The seat clearance is enough for even talll people and the seat itself was very comfortable though having some nuts stucked to the bottom of the arm rest which is the gap between seats. The food's fragrance made my appetite go from zero to hungry, it was absolutely delicious. In conclusion I would 100% reccomend it.

A family member has multiple food allergies (gluten, eggs & dairy) and long flights have always been an ordeal for us. This is the first time we tried JAL and it was such a relief!!!
- they have a 7 allergen & 28-allergen free meal selection which can be be booked 49 hours in advance for ALL flights (Singapore Air also has a minimal-allergen option but it is not available for all flights - with no clarity on which routes the option is available)
- at check-in they double checked on allergies and same in Tokyo during the connection
- after boarding again double checked by attendants
- Each meal was super tasty and all ingredients clearly indicated

The entire experience was better than most high end restaurants because of their attention to detail and quality of food.

Travelling with extensive dietary restrictions is extremely difficult but this was so confidence inspiring that we would be happy to pay a premium to travel on JAL.

Apart from food - all aspects of every segment were befitting a top airline. The connection in Tokyo was super smooth.

The worst website I have ever encountered. I was stunned. Go on any American airlines website and you can form an account, sign in and check your reservations and other information. On this site, Americans are not ALLOWED to have an account. You must be Japanese.

Every single time you sign on, you must give the Reservation number and flight numbers as well as your name. They want your first, middle, and last name. Last time I looked, I knew my name. According to them, I don't. So when I entered the same exact information I did when I purchased tickets, I am getting an error message telling me my information is wrong.

Now comes the fun part! I don't have any idea of how many times I called them. But here is one sample phone call from 6 am this morning. There is only one possible choice to get them to talk to you so I can ask for an email confirming some changes they made before they decided I don't know my own name. The first representative is pleasant and cordial and asked me for all the same information mentioned above. He then tells me he can't help me because I really need "customer service" and I have punched the wrong number!!!! He transfers me and I get to listen to a constantly repeating automated message which tells me to continue to hold or "call back later". After 18 minutes, the call appears to be going through and then magically, I am disconnected. I call back. This time it went on for 31 minutes.

I then tried their chat bot. Well, you know how that went. Don't ask about their app. It simply does NOT work.

Then I tried an online messaging service, but it states above the free text box that they will decide if they are going to respond. I am not making this up. After the free text box, I checked the box that says "response required". I got an automated response saying they received the email. I'm hoping one of their employees is reading this and will please respond to my humble request for a confirmation email of all my flights since they made a change. After paying $8000 for a ticket, I don't think I'm being demanding.