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Business Profile

Airlines

Japan Airlines International

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Japan Airlines International's headquarters and its corporate-owned locations. To view all corporate locations, see

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Japan Airlines International has 3 locations, listed below.

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    Customer Complaints Summary

    • 31 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/23/2025

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Japan Airline (JAL) will not accept our request to serve allergy safe meals for our son who has business class reservation with JAL to and from Japan and ******** due to their partnering contract with Hawaiian Airline (***).

    • Initial Complaint

      Date:04/28/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I wanted to JAL to reimbursed me with the amount $792.00 for cancelling my flight due to medical and hospitalization reasons.I should have a flight to ******, *********** on 21 Apr 2025 with JAL, with reservation No. 5LQP4M. However, I suffer a stomach pain and went to ******************** ********* (*****) on Friday 11 April, 2025. I was diagnosed with Intestinal blockage and heart failure. ***** held me as inpatient till 18 of April and was advised ordered not to travel as it might have burst on my intestine.With the order of the attending physicians, my son canceled my flight on 18 Apr 2025. Although that JAL was informed of my situation, JAL continue to charge us of $792.00 for cancelation. Many communications with JAL were made but no replay from them until they reimbursed, dated 20 April 2024, me with again cancelation fee even though I ordered not to travel due to medical reason. I was excited to flight to the *********** on those flight but due to medical reason I have to cancel, deep in my heart.

    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Urgent Request to Modify Childs Ticket Name I purchased a Japan Airlines ticket through a third-party platform and mistakenly entered the wrong name for my 6-year-old child(should be ***** *** instead of Yimo Chi). Despite providing sufficient proof, Japan Airlines, via the third-party platform, declined my request to correct the name, citing that the flight is fully booked.I believe seat availability should not affect the right to correct the name on a ticket I have already purchased. This ticket belongs to a young child, and it is impossible to leave her behind or buy another separate ticket.The ticket number requiring modification is 131-7190091013. Please assist in updating the name.

    • Initial Complaint

      Date:01/08/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a flight to Japan through Japan Airlines on March 1, 2024. I entered my name ********* **** and then from the drop down screen provided, I selected **** due to my status as an attorney. Airline confirmation: 3OHY85. When I went to the airport, the flight was run through Alaskan Airlines and Japan Airlines had listed my name as ********* Behresq. Alaskan Airlines would not let me board and I was told to buy another ticket for $250 to my layover in ******* and handle the issue in *******. When I landed in *******, I was not able to use my existing flight under Airline confirmation: 3OHY85 because I had not "used" my flight to *******, even though I had. I was forced to buy a ticket at the airport at the last minute for an addition $2,200. I have called several times.

    • Initial Complaint

      Date:12/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Transaction: 12/24/2024 Amount: $1159.01 Flight Number: JL007 Flight Time: Feb. 7, 2025 Problem: I booked a flight through *********** travel with Japan Airlines for my trip in Feb. 7 to March 5th from ****** to ******** and ******** to ******. When I booked the flight, I missed putting my middle name on my reservation. Therefore it was *** ****** instead of *** *** ******. Then I realized it on 12/15/2024. I first called *********** to ask if they could work with the airlines to add my middle name to the reservation. Japan airlines provided the answer was they could not do it due to there was a shared code flight. If I would want to add my middle name, I had to cancel the flight and rebook it. Since I booked the refundable flight, I would end up to loose $1159.01. To a customer, this is a very unpleasant experience. My middle name is *** so adding my middle name to a reservation should not be too complicated. It is within 3 Characters. With all this saying, first, *********** should help me to coordinate with Japan Airlines and its partner airlines to make the name correction for me. Secondly, Japan Airlines should also detail with their partner airlines to help me on this issue. Missing a middle name is just a typo.

    • Initial Complaint

      Date:12/02/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Greetings, E-ticket: 131-7034631230 E-ticket: 131-7034631231 E-ticket: 131-7034631232 I am reporting a breach of contract by Japan Airlines (JAL) with respect to the above tickets. On April 28th 2024, I bought three tickets from ***** to ******* with Japan Airlines tickets, through MakeMyTrip for my family. We paid for an original itinerary that would get us to ******* on January 5th 2025 (OriginalJALBooking attached ).However, on October 1st JAL changed our flights without our permission, and are having us (ChangedBooking attached):1. Stay overnight at ************** and leave on January 6th, without providing any accommodation or meals;2. Having us take a flight to ******* which will likely make my wife miss her OBGYN appointment with safety/health ramifications leading us to incur several thousand USD in damage costs.First, we do not understand why after selling us the flight, we were taken out of it, when that American Airlines (JAL operator airline) flight still has seats available! Please see the flight availability attached for AA3560 which leaves ****** at 16:35 hrs on January 5th, as in booking we made. This is a breach of contract. Upon calling, JAL representatives said they can issue us a refund. However, they would only issue the refund of $1997. But, if we were to buy tickets now we will need to spend approximately $5100 to buy three new tickets. Therefore, if JAL needs to refund us they need to provide us a refund at the going price for the DEL-HOU one way tickets. Else, JAL needs to put us back on the flight we had booked on January 5th Dallas to *******, in order to not breach the contract. Further, it should be noted that if my wife misses her OBGYN appointment on January 6th and incurs health damages, JAL will be legally liable for the damages we incur.Thank-you,****** ******

    • Initial Complaint

      Date:10/16/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ticket Reference: 24MAPK (BLR -> LAX)I am writing to formally express my disappointment with the lack of flexibility in your policies regarding medical emergencies.I was scheduled to travel on flight JL 65 on November 20, but due to an unforeseen and urgent surgery, I am now unable to travel. This situation has caused significant stress and hardship.Given the medical nature of this cancellation, I find it unacceptable that Japan Airlines would enforce penalties or refuse a full refund. It is unreasonable to expect someone recovering from surgery to proceed with their travel plans.I urge you to reconsider and issue a refund without penalty, as this situation is beyond anyones control. We should not have to endure additional financial strain during such a challenging time.I trust that you will address this matter promptly and compassionately. Please advise on the steps you will take to resolve this. I am attaching the medical certificate as evidence.

    • Initial Complaint

      Date:09/23/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is regarding round-trip business class flight we took from SFO-BLR. Japan Airlines Confirmation Code:35DFGW We were 4 passengers traveling- 2 adults and 2 kids. All 4 of us took flight from ***-BLR. However on the return trip, 3 passengers had to leave early and only 1 adult took the flight back from *******. I was told by one of the JAL representative at *********** that I can apply for refund for remaining 3 passengers who were unable to take the flight back from BLR-SFO.I contacted JAL about 3 weeks ago and one of their representative asked me to contact CheapTickets/Expedia (through which I had booked the tickets) regarding the refund request. CheapTickets reached out to JAL on this issue and got back to me about a week ago that JAL is able to refund $518.72 for the 3 passengers. JAL had collected $19223.04 on this booking and the refund amount didnt seem reasonable for the 3 passengers who had missed an entire one way flight all the way from BLR-SFO.CheapTickets asked me to contact JAL directly on refund since complete payment of $19223.04 was processed by them at the time of booking.I tried to contact JAL and explain the situation to them, but they put me on long holds and not able to resolve this issue.I request JAL to refund $7208.64 from 3 passengers who didnt take the flight back from ************* amount collected from 4 passengers for round trip: $19223.04 Amount per person for roundtrip: $4805.76 One way pricing (halving the ticket) per person: $2402.88 Refund for 3 people who didnt take the flight back: $7208.64

    • Initial Complaint

      Date:09/23/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Deceptive practice. Japan Airlines on their website advertised "FREE" domestic flight when purchasing a ticket internationally. Once on the website the fare discrepancy. was $700 more. According to the customer service rep. *** words "Nothing is free" Example, Flt from *** to ***** $1254 round trip. If you add the supposed "FREE" flight to *******, the fare went up to $2044. Same date, time seat class. Everything on the itinerary was identical.Customer service agent admitted that many complaints had been received about this issue. The main issue the word "FREE" You cannot change the final final price of a fare misleading a consumer that they are getting a deal but in reality they are being charged more than what they would have paid if they chose another way.

    • Initial Complaint

      Date:05/23/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 21 I booked 2 airline tickets with Japan Airlines. Within 45 minutes after finding out they could not provide proper seats I cancelled the tickets by phone. They charged my card immediately but they told me it would take 1-2 billing cycles to refund my card. I did not receive a cancellation email and called on May 23 to request one. They said it would take 1 week to get a cancellation email. The charge is pending on my credit card and now I cannot access the $3687 on my card until they handle this which takes 1-2 months. They charged me fast but refund very slow. I called them on May 23rd to dispute this and told them this practice was unethical. They would not let me talk to a supervisor and were of no help.

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