Complaints

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

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Japan Airlines International has 3 locations, listed below.

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• 

  Japan Airlines International

  300 Continental Blvd Ste 400 El Segundo, CA 90245-5047

• 

  Japan Airlines International Co., Ltd.

  516 Express Center Dr Chicago, IL 60666

• 

  Japan Airlines International Co., Ltd.

  P.O Box 66078 Chicago, IL 60666

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.

• Initial Complaint

  Date:05/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  We had booked a trip in Japan and were supposed to depart on 4/20/24 at 1:30 AM from ***. We were ready for our trip. We had booked hotels and tours. Unfortunately, my sister passed away tragically on 4/17/24 in the evening in ********. We were notified on 4/18/24 in the morning, and as soon as we were, we started to book a trip to ******** to attend the funeral. We also had to cancel all of our Japan bookings. We were able to book a flight to ******** for Friday 4/19/24 afternoon and fortunately made it there on time. When we came back from ********, we tried to get credit for our Japan flight so we could travel at some point in the future. We also got some assistance from American Express, which we had used to book our flights. American Express tried to help us, but unfortunately, Japan Airlines was unrelenting. They asked for a death certificate, which we produced, and then they asked for a birth certificate to prove our relation, which we are not able to produce as I will have to go back to ******** to begin an official process to retrieve both of our certificates. In addition to the fact that the person in question has passed and I will need to go through certain processes that will be extremely cumbersome, expensive, and time-consuming. Unfortunately, proving our relation at this point will be very difficult.

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Baggage was received damaged from airline in Japan. A claim was filed within the allotted time but there has been no response from the company whatsoever regarding damages done. The claim was filed over a month ago. The international number goes to an auto response saying the desk is closed regardless of the time of day. Emails are not replied to.

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 April, 25th, 2024 I purchased a flight from *** to ***** through booking.com and paid ****** for one checked bag. On April 28th, 2024 I boarded flight ZG24 from LAX to NRT. At approximately 10:40 am the plane was getting ready to depart and the fasten your safety belt came on. At that moment I began feeling symptoms of my gallbladder stones which can leave me momentarily debilitated, I vomited on the plane which left the Zipair staff very concerned. They accused me of being drunk, I explained I had gallstones and it was included on ******'s lists of medical conditions. I was told that I wasn't medically able to fly and told I would be arrested if I didn't leave the plane. I left the plane and Zipair staff immediately called LAX ****** on me. I calmly told the LAX ****** I was sober. I was forced to book another flight with so Singapore airlines and charged significantly more money. I left LAX at 2pm a mere two hours later and arrived to ***** without incident. I have a return flight with ****** scheduled for June 3rd, 2024. Due to the cruelty I experienced with ****** on April 28th, 2024 I do not feel safe flying with Zipair under any circumstances and have already booked another flight. ******'s staff's behavior was racist, rude, and a breach of contract. The fact that I flew to Japan without incident a mere two hours later shows I was ready and able to fly.

• Initial Complaint

  Date:02/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 booked a ticket through booking.com on September 27th. I decided to cancel the ticket within 24 hours due to the wrong booking time. I called booking.com to cancel the ticket. They told me to contact Japan Airlines. I contacted Japan airlines. They issued me a refund statement on September 28th and told me that the refund will be processed within a business cycle (3 months). After 3 months, they had not refunded me. I talked to the airline, and they didn't want to refund my ticket. I need the dollars to pay for me bills and I have been waiting for months for this issue. I was at the airport in Japan talking to them for hours and no one resolved it. I want the money back and report fraud for this airline.

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 September 3, 2023, my dog and I had a flight scheduled from *** (***********) to HAN (******). I booked my flight through Expedia for a Japan Airlines (JAL) flight. The flight was being operated by American Airlines (AA). I purposefully, purchased tickets that were refundable if any problems occurred.Several days before the flight, I called in both airlines to secure a spot for my dog. The representative at American told me I was set and my dog and I could fly on the 3rd. However, the night we were supposed to depart, the ticket counter manager told us we could not fly. I informed the manager that we had gotten cleared days before, but that did not matter because the phone rep told us a lie.Due to their miscommunication, I had to purchase another ticket AND pay for additional Vet bills incurred.Since then I've been dealing with both airlines and Expedia trying to get a refund. Both airlines admitted fault but still will not give me a refund. Expedia has stated that JAL already took the money so they can't give me a refund either. I've even tried contacting my bank as well to report the transaction but JAL reversed the claim. It's been 4 months and I still haven't received a solution from the airline.

• Initial Complaint

  Date:11/16/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hi, I have scheduled a connecting flight that lasted more than 15 hours. My baggage wasn't given until the last stop which I realized when arriving and upon opening the baggage all my clothes had a humid smell, it was wet and messy, some things were missing. I'm very frustrated by this experience which I never had with any other airlines. As a first time traveler with ****** and Japan Airlines, I liked the customer service but, the way my baggage was treated was horrendous which makes me have a bad image of the company. Instead of completing my duties and important things for the day, I had to spend time washing, drying and folding all my clothes again, spending time and money on this. I have no idea why would someone do this to someone else's belongings and make them go through the inconvenience of redoing all of this again. This is inappropriate and if you understand the inconvenience I had to go through. I arrived to my destination so tired and ready to complete priorities but, instead I went to bed very late because I had to fix this mess. I'm looking for a resolution since this wasn't the experience I wanted and for the price I paid I expected better treatment for my baggage, I didn't mind that my baggage arrived dirty on the outside but, once I saw the inside, I just had to make the complain. Please investigate this incident, I'm looking forward to hearing from you. I already contacted ****** airlines much earlier and was given a reference number *******, then I was referred to Japan airlines. I called Japan airlines earlier and was also told to call another number which couldnt get an answer. Im taking my valuable time so I can get to a resolution. Im looking forward to hearing from you. Thank you so much for your time and understanding.

• Initial Complaint

  Date:07/05/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 March 9th I bought 5 tickets from ************, *********** to ******, ***** with Japan Airlines through Expedia. Confirmation number: 22JGQ3. Pay ******** for each for a total of *****. On May 29th I noticed that the names on the tickets were slightly different than the ones in the passport due to the middle name and I immediately contacted Expedia to correct my names, they told me that I needed to fill out a form, which I did immediately and within 2 days I didn't hear anything from them, so I contacted them several times by phone and they kept me waiting for hours without success, I tried ******** chat where at one point they told me that they had approved the correction and after it was already in process They told me that they needed to cancel my tickets and reissue new ones, I told them that I was fine and that I could even pay any difference in price because I understand that probably at that point the fare may be more expensive. They validate and return to the call saying that there is no more space in the economy cabin and the only thing they can do is cancel my tickets and buy new business class at more than ****** each. I told the agent if I already had 5 spaces in that booth why can't they just cancel my tickets and then give me the same 5 spaces but they said that is not possible and they would not refund my money. I had no choice but to ask the customer service agent to cancel my tickets and immediately I go to Expedia, I did a flight search from JFK to HDA ??and in the results it brings me the same flight that I had indicating "only 5 left" the same 5 places that I canceled a few minutes ago, but unfortunately I couldn't buy again because I had already lost the money from the initial tickets and I couldn't spend an additional ***** at that time.After canceling, some credits appeared on Expedia from Japan Airlines which I tried to use and they did not allow me to use them and were later removed from my account.

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 airlines Website clearly states refund of tickets without penalty due to a medical issue. My young son has sinusitis and cannot fly. I submitted the form required with a doctors signature. Even though his name is clearly stated on the form and states he cannot fly they made us REDO the form asking the doctor to write out my sons name again at the bottom (? Why) and to explicitly write the date of travel (also on the form already). Now it has been two weeks since I submitted the form and the tickets for our family cost $11500 and we need this back to pay medical bills. Every time I call I am put on hold for an hour and then reach an agent who has no authority to refund.

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Last April, I booked a round trip flight to Japan for $1,358.76 through Japan airlines. Unfortunately, nothing on the site disclosed COVID restrictions and tourists weren't even allowed at the time. I tried to get a refund, but all they could give was a credit good for only good for a year. That credit expires on 04/10/23, and I no longer have the money to go to Japan. I don't want to waste that money and I don't think it's fair that I have to be punished because they were selling plan tickets when tourists weren't even allowed. What is this? A scam to get our money? I don't think this is right. I need that money back!

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The airline lost our childs car seats that were checked. They could not take a report from us in our destination (*******) because of language barrier. They are refusing to open a claim for the lost luggage now that we are speaking to them on the phone. We have called four different numbers and are referred to other numbers. They continue to refuse to open a claim for the lost luggage.