Service during flight was excellent. The footrest of my premium economy seat DIDN'T stretch out all the way, which defeats the purpose of reclining because my legs can't rest properly. Could you please ask your technicians to look into or re-calibrate the extension mechanism of the footrests of premium economy seats pease? I'll be traveling again in December. Hope it'll be fixed then.
So little room; the lady next to me was squashing me in the middle seat.
JAL is one of the most professional & efficient airlines I’ve experienced. The food was very good: even in Economy! The entertainment interface needs some updating.
No problem at all. I like it the way it is now. The reason I always choose Japanese airlines because the attendance crew. They are awesome
Never even got on the plane . Kayak and Japan airline poor customer service . Had boarding issues due to a layover restriction in Japan. Was notified less the 24hrs prior to departure time … worst worst
Like Japan Airiline food good flight attendants the best take good care of customer
The JAL staff were all great at SFO and Haneda. I highly recommend JAL. I know I will be looking out for future flights with JAL. The food was very good as well as the snacks they prepared. Entertainment ok, the movie selection was ok. If JAL could add usbc charging that would be great. Also Bluetooth connectivity to the entertainment system would awesome. The headset connectivity was not great. High pitched noise came out if the headset. I did have trouble contacting JAL support while in Japan. I needed information about Covid testing for my return to the US. Basically no one picked up the phone. I ended up paying a lot of money for Covid testing when I could have paid less if I could have confirmed some information over the phone. Hopefully the US stops requiring Covid testing for entering the US or cheaper options become available. $160 x 4 was no fun!!
The crew at the check-in counter was super-helpful and exceptionally kind.
優點： "It was a great service overall!"
優點： "At least it was delayed so we could make it to SFO."
缺點： "The American Airlines flight was delayed so the delayed flight from Honolulu could make it to Los Angeles and not subject AA to additional complaints. We arrived at close to midnight and worried about getting the car out of the parking lot without incurring additional charges of and additional day. The food was not great."
優點： "Was able to get to get to Narita Airport."
缺點： "Okay and not any issues."
優點： "JAL lounge at Haneda was the best I've ever been in. The Business Class configuration is terrific -- as private as can be on an airplane, without going First. And the JAL staff, on the ground as well as in the air, are Grade A diplomats, counselors, and -- in a word -- professionals. Which is sorely lacking in US air carriers, who don't seem to understand that air travel is a service industry, and to excel in a service industry, PEOPLE are most important to the customers. Specifically, having enough people: US airline employees are well-trained professionals too, but "corporate" consistently under-hires/deploys, which leaves employees juggling far too much at once, which degrades the service experience for the customer. Yeah, I get "the bottom line," but service industry customers will always go to businesses that offer better service. Ok, rant over. JAL is tops."
缺點： "Security and Immigration at Tokyo Haneda is harder than at US airports, but that's to be expected and nothing that JAL can control."
優點： "Crew was very nice and did a great job. Comfy seat. Smooth flight!"
優點： "Crew was courteous. Flight in general was uneventful which is a good thing."
缺點： "Nothing to criticize. Flight experience was good but not exordinary."
優點： "From the food (dinner and lunch), to the spacious seats, to the impressive beverage selection, there is little I would change. The small touches, including coming through the cabin regularly with delicious green tea, made this a wonderful flight."
優點： "Food was amazing. But Yoshinoya wasn't a good idea, I do not eat beef."
優點： "everything. Flying on JAL was a fantastic experience. I'm not much for flying and was worried about the long flight, but I loved every minute of it. The flight attendance were so sweet and nice, the food was great. I would even go to Japan again just to fly with JAL!!!"
優點： "The food on the plane is really good. The airline assistants are very friendly. The whole trip is really comfortable."
缺點： "The travel is too long for me. If there’s a direct flight, it only takes 12 to 13 hours for me to land but this trip took me 19 hours because the weather and they have to change the transfer spot to another in Japan."
優點： "Best service and food among a few hundred flights I have taken so far. CAs were always courteous. They are smiling to each other and looked happy. It was really nice to see that."
缺點： "When booking the flights, I didn't know that I wasn't able to reserve a seat until check-in at the airport. Even usual online check-in was available for my ticket. I might have not purchased this ticket if I knew this limitation. It would be nice to know it at the time of booking."
優點： "Staff and service good"
缺點： "777-300 plane business class very old and tired"
優點： "Boarding was quick as i've come to expect from DFW."
缺點： "I bought economy to save money, but unfortunately since I got the very back of the plane my seat couldn't recline."
優點： "Food and beverages were served promptly. Moreover there were several rounds of coffee and tea service so that I never went thirsty. My economy seating was still given first class service."
優點： "Lots of leg room in economy, flat screen, very friendly crew, and this was the cheapest direct flight to Japan I could find 2 weeks in advance!"
優點： "I always like to fly JAL because of their excellent customer service. Very comfortable flight, too. Very smooth take-off and landing."
優點： "Liked creative approaches with the meals, with new/different menu - some room for improvements but generally good Loved the movie selection"
缺點： "Found the seats hard and uncomfortable after a few hours although the leg space was more generous in economy than United/ANA"
優點： "The flight crew were very attentive, polite, and full of genuine smiles."
優點： "Everything was great except for how warm it was. It may be seasonal?"
缺點： "There weren’t any personal vents on the 777 going to or coming back from Japan. Otherwise it was a perfectly fine flight. I just don’t do well when it’s too warm as it make me feel sick."
優點： "Service was excellent!"
缺點： "It was a great flight!"
優點： "They give a lot of food and the 12 hour flight was comfortable"
缺點： "Limited selection for entertainment"
優點： "The Economy class seats had a lot of room - which is unusual for tall people ;-)"
優點： "My wife and I made the rookie mistake of showing up to the wrong airport in Osaka but the JAL staff helped us by transferring our reservation to a later flight so that we were still able to make our connecting flight from Tokyo to San Francisco. We're grateful to the entire staff at JAL for saving us a lot of time and money!"
優點： "I was highly impressed with Japan Air's staff both at the gate and on the flight. It was incredible customer service. I get really anxious with flying and traveling in general and was so eased just by their friendliness and organization. Thank you! I also forgot to write a review but my flight from San Diego to Tokyo on June 27 was also amazing. I was really stressed out over some logistics of my trip and the people at the gate in San Diego were so helpful!"
優點： "I didn't expect neck pillow on board"
缺點： "Seat wilder would be great"
優點： "Crew service is adequate. There's not much to complain about. Also I like they always put extra stuff on a table in the back, in case any passenger want to get extra between meals."
缺點： "The aisle is getting narrower and narrower. I sat by the aisle, and my elbow sometimes got in the way inadvertently or unintentionally."
優點： "I have gotten used to long flights on various American airlines where it seems the staff do the minimal amount. Service is so incredibly better on Japan Airlines. Staff respond when you ask for assistance. They smile and work with the passengers. They were actively present almost all the time which was amazing. There is just no, "no," on Japanese Airlines. I loved the media options."
缺點： "It has been a while but the food was not as good as I remembered from way back when, or maybe that was Korean Air? It was, however, hot when it should be hot and cold when it should be cold."
缺點： "The flight attendants were talking in the back all through the flight. I was seated third row from the back, so they were audible throughout the flight and very annoying."
優點： "Clean aircraft. More space between seats. Pleasant, eager to please cabin crew. Good movie choices."
缺點： "The food was no better than any other airplane food."
優點： "Excellent service by JAL check-in people and the flight crew. Also, for a standard economy seat, I found the seat spacing and resulting legroom was generous - and I'm 6 ft. tall."
缺點： "Can't think of anything, really."
優點： "Nothing really special."
缺點： "They love the PA system. They want to make announcements in multiple languages all the time."
優點： "Crew did a first-rate job, and space in economy seating was civilized. Snacks and juices were tasty and plentiful. Bathrooms were spacious and waits for access were manageable. Television screens and headphones in economy were easy to use and reproduced video and audio content well. Overhead storage space was adequate, even for an almost fully-booked flight whose passengers relied upon it very heavily."
缺點： "One of my vegetarian meals (the larger of the two) wasn't vegetarian. This was astonishing -- a first for me in more than twenty years of flights across the Pacific. Not once have I had a vegetarian meal that included chicken, but that is just what was served to me on this flight; I was obliged to spit it out, and to wash my mouth afterwards. The selection of films offered was demoralizingly poor, and the seatback pockets afforded even less storage space than usual."
優點： "Everything from delicious Japanese cuisine to attentive and courteous customer service from ground crew to flight crew greatly impressed our family. Being able to fly to Haneda is even better. We plan to fly JAL from now on."
優點： "flight attendants are always nice and gentle on JAL. Food is great. Rarely late departures"
缺點： "nothing really"
缺點： "耳機聲音轉小，但是機內廣播超大聲，透過耳機都覺得耳朵快爆掉，又不能調整，代表機內廣播音量和電影音量設定不對。 派餐太慢，我們水果餐先取得，但跳過我們沒有給飲料。 入境單要2張(我和同伴)，只給1張，說晚點給，但是後面座位的人卻有取得，又一直沒有送來，再要求後，才告知已經派送完畢，要我們落地再寫。"
缺點： "The flight attendant actually worked very hard. But I don’t think they have enough people working in the economy. I asked for a cup of coffee twice from 2 different flight attendant. Never got it"
優點： "The crew were very attentive and the pods are comfortable."
缺點： "Why would I have an access to the Cathay Pacific VIP lounge at Gate 65 when my boarding is more than a mile away at Gate 3. There was a VIP lounge at around Gate 4, why was I not given access to that one? As it was I almost missed my flight because of the one mile scramble from the VIP lounge."
優點： "Excellent crew"
缺點： "It was nice experience"
缺點： "Flight was delayed for 4 hrs, the additional delays st the arrival airport."
缺點： "去程和回程的機內椅下，餐枱十分污穢，似乎沒有人做清潔，厠所殘舊，污糟，衛生程度比廉航差! 回程在墨爾本check in 時要自助都沒有問題，但詢問地勤問題時十分不友善! 這次國泰給我的印象完全難以想像的差!"
優點： "Again the food was excellent"
缺點： "Not enough operational toilets"
優點： "Food was mediocre and passable."
缺點： "Rude behavior of Cathay Pacific Staff"
優點： "Disciplined, timeliness."
優點： "Inflight crew"
缺點： "There was no wheelchair assistance for one of us ,while the other had.we we're told there was no staff to help with wheelchair! The inflight entertainment options are very poor when compared to Singapore and Emirates."
優點： "Excellent meals, excellent entertainment system, great staff"
優點： "Everything was good."
優點： "There was nothing worth liking . Plane was dirty in side . Tray tables were broken. Used pillows without hygiene sealed bags. Toilets were missing basic supplies."
缺點： "Crew was aggressive and impolite even with senior citizens . There is no point in speaking English with senior citizen of Asian decent. Making faces and giggling among themselves with a sarcasm."
優點： "Other than loading and lack of information, the in-flight service was world class."
缺點： "Four travelers were seated in 4 different areas on flight from Hong Kong to San Francisco flight. Three of us of us were senior citizens. Two had disabilities and were.not accommodated in any way by Cathay Pacific (CP) while loading in the four areas of the plane. Those of us that we're physically able could not help those with mobility issues because of the proximity of the seating, I could not pre-check or request different seats on the CP website. I think that this was because of issues with the website, apparently due to IT system communication between American Airlines and Cathay Pacific.......on all six flights. On the transfer in San Francisco, Customs was closed when we arrived in San Francisco and we had to haul all of our baggage from one terminal to the other. There was no direction on how to handle this issue of Customs being closed while on the flight to San Francisco. I had to explain the issue of to the CP customer service crew in SF. The CP desk and they had never heard of it. American Airlines was equally poorly trained. I will also say that while at the CP customer service, there were three young adult males that we're not busy at the time and the watched us unload the baggage carts onto the scales and conveyor and then reloaded on to the carts to push to the AA terminal. We handled the bags two additional times because the CP staff did not know what to do and how to handle it. Other passengers were confused as well. I traveled internationally to Asia three times now on CP and the first two were excellent. In the past had had flown other carriers on out trips to asia. This experience on this flight was beyond bad. I had plan on several more trips to Asia the next three years, and I will say that at this point, I will not fly CP again. Something needs to change. A call to me is in order. I witnessed several gaps in CP systems and other issues with training the staff. Your survey did not specify the flight crew. Except for the loading issues and the lack of information about Customs being.closed at SF, the service was world class...what I had come to expect from CP"
優點： "It was a lovely flight. Food/drinks were excellent."
缺點： "Toilet cleanliness needs to be better."
優點： "Food is great!"
缺點： "Bathrooms are not as clean."
優點： "Agent actually walked me to my connecting flight due to short turn around time which saved me from having to search the way by myself."
缺點： "couldnt find anything to complain about"
缺點： "It was a long flight, and customer service not good."
缺點： "On time - all good."
優點： "booking price was a great deal. flight attendants was awesome! she gave a headache pill for my wife that helped a lot. thank you"
缺點： "Food seemed old and crew was too busy"
缺點： "Poor leg room, very tough for a tall guy"
優點： "Need more movie selection on classic"
缺點： "Food was worse no snacks at all"
缺點： "Hindi selection of movies was not good"
缺點： "We missed our connection because Cathay was delayed. They booked us in a nice hotel in Hong Kong but failed to reimburse us for food as promised. In fact, no one was able to prove us with proper information on how to handle refunds. The next flight was late over an hour. No reason provided. Overall, no one knows what's up and any inconveniences are the customer's problem to deal with."
優點： "Crew was good"
缺點： "Waiting time , as the flight was not scheduled on time. Also there was no vegeterian food from Honk Kong to SFO."
缺點： "The flight was delayed by almost 4 hours from Hong Kong. There are elaborate security check at the last minute. Not even sure if it was just to kill the time. Because the departure time kept moving to later and later time."
缺點： "nothing much. overall good."
缺點： "one of the cabin crews threw the meal to me :("
優點： "Cathay Pacific takes great care of you. The food is good (for airline food anyway), the staff is helpful, and there is a pretty good selection of free movies. I would definitely fly with them again."
優點： "I really appreciated the customer service and the level of quality Cathay provides."
缺點： "The vegetarian meals could improve."
缺點： "I was at the window seat. They weren't really paying attention to me when they bring water or collect the trash."
優點： "The lounge was incredible as advertised! Relaxing, champagne, noodle bar, comfortable seating, great lounge chairs and internet. Fully reclined sleeper pods and good food and wine and service."
優點： "Check in was efficient. I like that they have generous carry on policy. No checked bag fees. Boarding was quick and easy."
優點： "Everything was handled very efficiently. Good signage at the airport for most things. Flew economy as the flight was only 2 hours. Free water bottles handed out with wet wipe but no food available."
缺點： "Collecting bags was easy and we’ll sign posted. Exit to the arrival hall was a bit confusing but we were directed to the appropriate gate (by colour of boarding pass) and baggage check removed when checked against luggage"
優點： "The Hanoi airport was great. Had hand sanitization centers and medical staff to monitor people during this corona virus outbreak. The plane was very nice and clean and they did not pass out blankets due to the virus. The crew was very nice and attentive."
優點： "They boarded the plane early, which meant we arrived at our destination early."
缺點： "All we got was a bottle of water."
優點： "Plane is good"
缺點： "Delay 2x poor"
缺點： "Plane felt like it was in poor condition. The brakes squealed loudly, the panels vibrated during take off and landing."
優點： "Crew was accommodating, seat space for economy was generous and comfortable for a 2hr flight."
缺點： "Luggage allowance for economy is only one check-in bag, as opposed to most airlines these days, which give two check-in bags. For the price paid (almost $300) for a return trip to Yangon from HCMC, this is expensive -- and I booked over a month in advance. Should be offering more leverage."
缺點： "It’s satisfying everytime I fly with VietnamAirlines. Except that a kid behind me kicked my seat nonstop. Literally, nonstop!"
優點： "I love flying on Vietnam Airlines Clean planes Crew always friendly and helpful"
缺點： "They could improve on the entertainment and service."
優點： "Got a good seat (aisle in exit row--I'm 6'2") without asking for anything special. Adequate meal even though the flight was only 2.5 hours."
缺點： "I could not check in online."
優點： "Everything was great."
缺點： "Everything was up to part"
缺點： "Refurbishment of the seats"
優點： "Flight team were friendly and efficient."
缺點： "Delayed take off."
缺點： "Delayed departure. They were slow to board flight.departed almost an hour late. There didn’t seem to be a reason for delay other than poor organization and management."
優點： "Standard process"
缺點： "Informed gate personnel of a physical disability within our party. Instead of allowing us to board with another party utilizing the wheelchair service, they conveniently suggested that a line was also forming right before boarding the plane."
優點： "This was a codeshare flight operated by China Airlines. I sat in 69A and had plenty of leg room. The entertainment options were excellent to include the flight map. The map is probably the best one I have come across. The cabin crew provided excellent service and were attentive."
缺點： "The boarding procedure was confusing. Economy was divided between Zones 1 and 2. However, the boarding pass was not clear which zone it was assigned."
優點： "Don't expect to be ontime, or have announcements when there is a gate change. Airport employees are more annoyed that you are visiting then what you would expect. Air doesn't run on the plane until your 10k up. HOWEVER, we got there safely and my bag showed up so all in all its fine."
優點： "Seats in economy was exceprionally wide. For short flight they actually served a meal. Flight attendants were friendly and coutrous."
缺點： "Seats didn’t have monitors. Instaed had “old fashioned” overhead monitor. Wasn’t that portant since flight was only 1.5hurs long."
缺點： "The plane was late in boarding, and even later in arrival. We were given no explanation, only an apology. And it turns out worse, because apparently we had been shifted to a plane that was going to continue into Laos, so the plane came in at the International Arrivals Section and we had to take a bus from there to get our luggage in the Domestic Arrivals Hall. Making it all even later. No food offered for this quite expensive flight, only water, and no entertainment either."
優點： "Reliable, no nonsense, good price-quality ratio"
缺點： "This flight is almost always late. Connections in Paris tend to be difficult."
優點： "they feed you....unlike some European airline, who would nearly charge you for a napkin"
缺點： "they couldn't add my delta mileage # at check-in......a minor thing really"
缺點： "Clean, organized and friendly service. The headsets are not well taken care of. I had to exchange twice due to the broken items."
缺點： "Uncomfortable airplane."
缺點： "We could not check in on line . Why? This reason made us have to waited in the long line"
優點： "The food, service in the air, ground service, everything was excellent"
優點： "Check in service was very good!"
優點： "evrry thing"
優點： "Great service"
缺點： "plane a little old"
優點： "Vietnam Airlines has good leg room on both international and domestic flights. Blankets and pillows were preplaced on seats, as were headphones in the seat pockets. Lunch and one round of snacks were served. Beverages were offered a few times."
缺點： "Cabin was inconsistently cooled. The rear was cold while the front was hot. Some passengers complained about being hot, but flight attendant only pointed out the overhead gasper vents, which were obviously open but did little to help the sweating and general discomfort. No personal entertainment system, only drop down screens. Food was average."
優點： "Crew was helpful and stern when necessary. Due to the short flight (45 minutes), a bottle of water was handed out."
缺點： "By no fault to the airlines, the domestic terminal is incredibly inefficient and unsympathetic to travelers with special needs (like tired and hot pregnant mothers). On top of this, you get grumpy and crotchety travelers pushing and complaining."
優點： "Cabin crew are great. Vietnam based catering is always really good: excellent fruit and I enjoyed the Vietnamese beef stew."
缺點： "Equipment seems older, no entertainment system in economy class."
優點： "I cancelled this flight and went to Singapore instead on VietJet."
優點： "Crew on board was responsive and really helpful with regard of needs of passengers. Food tastes really good. Decent amount of leg room, considering it's economy class."
缺點： "We had a flight at 11am in korea with vietnam airlines heading back to Singapore. We had to queue an hour and a half for our boarding pass and check in, which makes it unbelievable how is that possible. We were there early since 815am, and only got our boarding around 10am. We nearly missed our flight as there were queue all around for security check. I guess this is the first and the last time i will travel with Vietnam Airlines."
優點： "Stewards were friendly and helpful. Seats comfy. Take off and landing smooth. Highly recommend when traveling within Vietnam. Plus: they're a Delta partner do FF points!"
缺點： "We booked the flight for family of 8 Despite informing them over counter in Narita international airport that to place us at 2 together in the same because we have kid of 8 years and 12 years , we were all allocated separately. We could not do online check in even we log in 24 hours before flight ,all seats shown available is individual. Being in the airport early does not help too. I will definitely not consider taking Vietnam airlines in future n will cautious friends to be aware of such service."
優點： "Great experience. Everyone very helpful."
缺點： "Our flight was scheduled to depart at 7:15 pm. We decided to grab a quick bite to eat before boarding. Our boarding pass indicated that boarding would begin at 6:45. They called "final boarding" at 6:35, just as we were wrapping up. I believe we were the last to board at about 6:35 or 6:40. Once we were on board the plane pulled away and departed a full half-hour before schedule. The early departure was welcome, but unexpected and made us feel more rushed than necessary without prior notice."
優點： "Flight schedule on time"
缺點： "Very little leg room. Claustrophobic with high seats blocking any view of windows. Food was basic with stale bread. Person in front had seat reclined for the whole trip even though she was reading. Also down during lunch. Infuriating."
優點： "No comment"
缺點： "No comment"
優點： "The staff were very nice."
缺點： "I would like a few more western choices of food in the business lounge"
缺點： "Our flight was scheduled for 3:30. At about 3:15pm they announced the flight was canceled due to a mystery mechanical issue and they re booked everyone on to the 6:10pm flight, which miraculously had enough empty seats to accommodate everyone. The 6:10 flight left about 15 minutes late, and still had plenty of empty seats."
優點： "Very professional in the way they approach the business. Everyone is well trained. The crews English is surprisingly good. As a handicapped passenger they have the whole wheelchair routine down pat. I like this airline. The food is marginal and on the 1.5 hour flight I would discontinue food service. I even like the exterior color of the aircraft."
缺點： "For a regional carrier. There is nothing to criticize"
優點： "The flight attendants were excellent! The flight went smoothly and on time!"