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

  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:01/20/2023

  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.

  Request a Surcharge refund for the rescheduled flight I rescheduled my Japanairline milage flight from ******** ******** from 3/28 to 4/1. I was charged the surcharge twice(3/28 and 4/1). I want to refund for the charge I didn't take. I've been calling company hours for months, but nobody takes my call.

• Initial Complaint

  Date:12/30/2022

  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 emailed ************** to cancel my air ticket reservation for full refund because I am currently in the US Air Force, and after I made the reservation, my leadership informed me that this time they would enforce a new policy that would require me to submit a travel request.
  After submitting my request, I received an email from the higher up stating that my request would not be approved due to US military members are prohibited from traveling to China and its Special Administrative Regions of Hong Kong (HK) and Macau, including connections and layovers at their airports, and this travel ban is not related to COVID. Please see attached.
  Please also note that I never had this issue before, which is why recently I was authorized to travel to HK in September 2022 (see boarding passes), and so I went ahead and made the reservation on ************** to visit my family again in HK. And so I never expected that I would be prohibited to go to HK this time.
  SmartFares replied and instructed me to call the airline instead. Thus, I followed their instruction by calling Japan Airlines and explained the issue described above. However, the customer service representative (CS) told me that the correct procedure is to call the travel agent which is SmartFares so that SmartFares can call the airline and explain the situation on my behalf.
  So, I called SmartFares, but the CS insisted that my ticket is non refundable. Therefore, calling the airline was not necessary, although I kept asking the CS to help me by calling the airline to try to get full refund, again, since I was completely unaware of the new military travel ban described above when I ordered the ticket. The CS then told me to call back after 48 hours, but based on his reluctant tone, I felt he would not do anything, especially since today is Friday, and the next 2 days will be non working days. Therefore, I decided to file a complaint with BBB.org.
  Please help out a military member who does not make much. Thank you.
  

• Initial Complaint

  Date:12/22/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Good morning I book my family vacation on 08-2022 thru ******* to flight on 12-22-22 my kids are very exited because they going to ********** the person on the counter take all the document that he asked me at 11:00am flight was schedule foe 12:45pm then he take it and walk away for like 45 minutes when he came back he say this COVID test is the rapid and you need the PCR and I say no problem I just have to have the please where I got done email to me and he say is to late for that didn't help to book another day the entire airline didn't want to speak to me give me more opción I never thought that I can say this but I felt discriminated they where treating everyone so nice and I call the manager to see if he can help us he was worse look at my face and say there is nothing to do is to late I ask him for his name and he look at me strait in the eye and walk away my kids started crying because we couldn't go even though I hade all my vaccine the rapid COVID negative text and the PCR wish is what's needed to flight they where over book they say you purchase thru ******* we have nothing to do with you I spoke to ******* and they try to call the air but after been in the phone for 8 hours there was nothing the airline was able to do i felt discriminated becase they where very friendly to the rest of the people the minute I walk in I can feel he just didn't want us there we are Hispanic I can tell you one thing I never felt this way in my life I was always very respectful but this airline I guess are usted to do business in a different way I hope you can help me thank you
  

  Business Response

  Date: 01/17/2023

  Consumer Response /* (2000, 9, 2023/01/11) */
  Good morning thank you so much for you help im not suprice at all that they didnt respond they think they in Japan 0 customer service but ok i was able to obtain a full refund
  thank you

• Initial Complaint

  Date:12/03/2022

  Type:Customer Service 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 the flight through Expedia in June, 2022, 6 months prior to the departure date 12/10/2022. Japan airlines cancelled my flight without informing me. Per Expedia email confirmation in June, stating that flight is confirmed and no need to reconfirm. I also reserves the seats on JAL website. Yesterday dec 1st I tried to locate my flight on Expedia and JAL website and it did not exisist. I could not reach JAL customer service at all and Expedia system is down. I chatted with Expedia customer service and what they said they can do is issuing a refund. I was on hold for JAL for hours but no answer. This is not acceptable and nobody is responsible and there is no law to protect passengers. I have a very important matter to do on my trip and now there is no flights due to high season. I found another agency to book a flight to get me to ******* but I ended up had to pay additional $1,250! I have traveled my whole life and never seen an airline cancel booking without a reason. According to my new agency it was overbooked. It shouldn't be my issue if I booked 6 months ago and I shouldn't have paid more if Expedia contacted me directly ahead of time. This is unfair to the passenger because there is no law to protect us. I will not use *************** anymore so as Japan Airline. Please look into this matter and reach out to me if you care about your customer.***************** ***: ************ ********************* Booking# 3EVUH6

  Customer Answer

  Date: 12/22/2022

  Thank you for reaching out to me. Up to now I have not heard from Japan airlines. I have also sent a complain email to Japan Airline but never got a response. Obviously, this business does not care about their customer at all. At this point I don't what else I have to do to at least know why my flight was canceled. No explaination or an apology from the company.

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service 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 July 10, I purchased an airline ticket with Flexible option departing Bangkok-Tokyo-Seattle-Reno, Nevada on November 30. However, upon attempting to look up my flight status online, my booking was not found. Furthermore, attempting to reach JAL (Japan AirLines) to request flight information, I was on hold for 2 hours before reaching a representative who informed me one of the flights within my booking had been cancelled. I had never been previously informed nor received an email updating me (still to this day). The agent said he could transfer my call to someone who could help me reschedule the flight which JAL cancelled. But upon waiting 2 more hours on hold I was disconnected. I have called many days the past 2 months, usually on hold for about 2 hours before getting disconnected. I can not contact anyone from JAL. I have no way of rescheduling my flight or requesting a refund, although one leg of my flight returning home has been cancelled. Please help.
  

• Initial Complaint

  Date:09/15/2022

  Type:Customer Service 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 round trip flight **************************************************************************** with Japan Airline ***** ***************** for 3 people, my wife, my son and me, on June 17, 2022. The confirmation or order number with ******** is ******, and the booking reference number with Japan Airline is ******. The total cost was $4,111.96. In August 2022, I found out that my first connecting flight (************************************) was cancelled by the airline, so I called ******** on August 29, 2022 to have my flight rescheduled. After I selected a new flight itinerary, ******** requested authorization from Japan Airline to reschedule the flight for me. Japan Airline never responded. I then called ******** again on September 8, 2022 and requested it to reschedule my fight again; ******** then requested authorization from Japan Airline again, and Japan Airline never responded to their requests at all. ******** told me that they could not do anything without Japan Airline's authorization for the flight rescheduling. I am filing this complaint hoping that Japan Airline would be responsive and issue authorization to ******** so that my flight can be rebooked soon.
  

• Initial Complaint

  Date:09/08/2022

  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 ticket for myself for flight on AUG 22- DELHI - TOKYO ( **-30) - TOKYO - SEATTLE (**-68) - SEATTLE -ATLANTA( **-****)- business class - PNR ******
  When I reached delhi airport on aug 22nd - I found Japan airline has cancelled that flight- no one was available at airport from Japan airline for explanation and no one was available to help with rebooking. As I had to fly - I bought Asiana airline ticket on airport - Delhi to Los angeles - economy ticket - (32 hrs total time) - cost me same as my business class Japan airline ticket.
  Upon arriving to USA I found email- japan airline booked me for Aug 23rd- tuesday and emailed me that I was no show.
  In case of flight cancellation - airline should issue full refund with apology - but that did not happen instead blaming me for no show for next day flight. Also no one was available at Delhi airport to provide rebooking details on aug 22nd as I mentioned, also no arrangement for stay at Delhi or food voucher- in case airline decide to rebook them in flight 24 hrs later. There were similar passengers like me.
  I contacted airline in feedback form but did not get any response. I also contacted makemytrip.com through which I booked ticket- said airline is not giving you full refund.
  

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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 cancelled my flight. Flight itinerary ******. They specifically cancelled JL 95 on 7/1/22. I need their carrier statement confirming they cancelled the flight so I can report items for trip insurance.
  
  I booked the flight through Chase Travel and they haven't been responsive. I also submitted an inquiry via JAL's website confirmation #************* and they never responded.
  

• Initial Complaint

  Date:08/14/2022

  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 purchased tickets for my wife and I for $3028.14 from Honolulu to Hong Kong through Japan airlines. 1 week before our flight, JAL changed our connecting flight to 2 days later without changing the first flight, expecting us to sit in the airport for 2 days. It took over 7 hours on hold waiting to talk to someone to get this straightened out. Instead of flying on JAL metal, we would take code shares on Hawaiian Airlines and Cathay Pacific. We had our PCR COVID tests lined up as well as our quarantine hotel in Hong Kong. Our flight was fine from HNL to NRT on Hawaiian on 6/22. When we arrived in NRT, Cathay Pacific denied boarding on the flight because someone didn't like the verbiage of our COVID test. The test results stated "Abbott ID Now COVID Results SARS-CoV-2 Nucleic Acid Amplification Test (NAAT; e.g., real time PCR) ..." The test results stated negative. The Hong Kong government accepts results with this specific verbiage so the fact that 1 person at the airline who doesn't understand what e.g. is denies us boarding and we have undue distress being turned around and sent home immediately. JAL then has the nerve to say we used our whole ticket even though we barely made it halfway in our journey. They sent us home immediately. Wouldn't allow us to get tests taken at the NRT airport. Upon arriving home, we got new COVID tests, had to extend our quarantine hotel by 2 days and book new airline tickets this time for $5000 to get to Hong Kong. Korean Airlines accepted the results of the new test which had the exact same verbiage as the last test. We are seeking a full refund of the JAL tickets. Japan Airlines code share partner denying boarding to us was unjust and Japan Airlines further saying we used our full ticket is unreasonable especially since we only made it half way to our destination.