Japan Airlines Review: Seats, Amenities, Customer Service, Baggage Fees, and More

Key Takeaways

• Japan Airlines (JAL) has a robust flight network spanning multiple continents, along with a strong domestic network, and is ranked among the top 10 airlines in the world by Skytrax.
• The airline offers much-lauded business and first classes, though economy passenger experiences can vary widely across routes and aircraft types.
• JAL is regarded for great onboard service in its premium cabins, and its Mileage Bank loyalty program has several positives.
• Skytrax ranks Japan Airlines as a 5-star airline (out of 5).

Japan Airlines (JAL) is Japan’s largest international airline and one of the world’s most respected carriers. A founding member of the Oneworld alliance, JAL connects Japan to North America, Europe, Asia, Oceania, and beyond while offering strong domestic connectivity throughout Japan. The airline’s premium service reputation — especially in business and first class — is widely praised, and its Oneworld partnerships make it easy for travelers to earn and redeem miles across a global network.

That said, customer feedback is mixed in some areas. The hard product, when flying in economy, and service consistency can vary by route. Additionally, fees such as award taxes and fuel surcharges on certain routes (especially those to or from the U.S.) can diminish the value of award redemptions when compared to competitors.

Still, for travelers focused on comfort, reliability, and alliance connectivity, JAL often delivers strong experiences.

Basic Information

• Airline: Japan Airlines (JAL)
• Alliance: Oneworld
• Category: Legacy international airline
• Frequent flyer program: JAL Mileage Bank
• Tagline: “Fly for it.”
• Daily flights: 900 to 1,000 daily flights, including roughly 600 domestic flights in Japan
• Fleet: 145 aircraft
• Main hubs: Tokyo Haneda (HND), Tokyo Narita (NRT), and Osaka (KIX)
• Destinations: Over 90 destinations in more than 20 countries

Frequent Flyer Program

Japan Airlines Mileage Bank (JMB) is JAL’s loyalty program, offering the opportunity to earn miles on partner and Oneworld flights, including American Airlines, British Airways, and Cathay Pacific. Members earn miles based on fare class and distance, which can be redeemed for award flights, upgrades, and travel extras like baggage and inflight services. Elite status tiers (Crystal, Sapphire, JGC, and Diamond) offer tier bonuses on earning, priority services, and lounge access when flying with JAL or its alliance partners.

One of JMB’s strengths is its partner connectivity, especially within Oneworld, which allows members to build award trips across multiple carriers. However, JAL’s award pricing can be expensive for U.S. to Asia or U.S. to Europe routes when fuel surcharges and carrier-imposed fees are factored in.

A downside for U.S. travelers: Mileage Bank partners with fewer transferable rewards programs than some of its competitors. However, the addition of transfers from Bilt Rewards, Capital One Miles, and Rove Miles is good news.

These additions have greatly improved Mileage Bank accessibility, as we once ranked these among the most difficult airline miles to earn.

However, there’s also a mixed bag with Mileage Bank. While it’s a positive that the airline tends to announce devaluations to its loyalty program in advance, devaluations are an overall negative. A clear example is the advance notice for the June 2025 increase in award ticket costs.

Ticketing Options

Here’s what you can expect with your Japan Airlines ticket, depending on the cabin you’re booked in.

Economy Class

• Standard seat with personal item and carry-on included
• Checked luggage is typically included on most international tickets (2 bags up to 23 kilograms or 50 pounds each)
• Complimentary meals and drinks on long-haul international flights
• Buy-on-board snacks on select short domestic routes in Japan

Premium Economy Class

• More legroom and recline than standard economy
• Priority boarding
• Dedicated cabin with enhanced meal service on international routes
• 2 checked bags are typically included (depending on route)

Business Class

• Lie-flat or premium recliner seats on most long-haul aircraft
• Lounge access and priority services
• Multiple checked bags (up to 3 bags of 32 kilograms or 70 pounds each)
• Premium cuisine and beverages

First Class

• Exclusive suites with full privacy on select international routes
• Elevated dining, luxury amenities, and ultra-generous baggage allowances
• Unlimited Wi-Fi and priority services

Japan Airlines Baggage and Other Fees and Add-Ons

Your inclusions will vary depending on the route and class of travel. We haven’t included all possible routes here, only a selection to help you get an idea of JAL’s baggage policy.

JAL uses a piece system for international flights (2 bags for most economy/premium passengers, 3 for business/first). Excess bags and overweight charges are paid locally at the airport.

Other Fees and Add-Ons

Change and Cancellation Fees (U.S.)

JAL eliminated change fees for many U.S./Canada adult fares (e.g., Saver/Classic/Extra) on standard tickets, so no change fee applies when modifying online, though fare differences still apply. If changes are made through a call center after the online window closes, a Ticket Service Fee typically applies. This varies by region, but the typical range is $25 to $60.

Refunds on refundable fares incur no penalty beyond taxes; nonrefundable bookings are subject to applicable fare penalties if canceled. The amounts vary, but expect a significant loss in fees before your refund hits your bank account.

Reservation Service Fees

• Online reservations via JAL.com: $0 service charge
• Call center/agent: Additional $25 to $60, depending on market

Extra Legroom Seats

JAL sells seat upgrades for more legroom in economy or standard premium seats ahead of departure:

• Economy extra legroom or bulkhead seats cost $30 to $120 per flight segment, depending on route and aircraft
• Premium or exit row seats may fall in similar ranges
• JMB elite members may receive complimentary or reduced pricing on preferred seats, depending on tier

Onboard Wi-Fi

JAL introduced expanded Wi-Fi service in 2024. International flights offer free Wi-Fi access — unlimited for first and business class passengers, and 1 hour free for premium economy and economy passengers (with paid extensions available). Domestic flights include free Wi-Fi and streaming on most aircraft.

Onboard Food and Drinks

• Long-haul international: Complimentary meals, snacks, and beverages across all cabins; refined dining in business and first class
• Short domestic flights: Light snacks and beverages included; premium food/upsell options may be available depending on route

Unaccompanied Minor

JAL’s official policy requires that children under 12 flying alone be booked with special assistance. You’ll need to contact reservations for exact pricing.

Pet Transportation

• Japan domestic: Pet fees range from ¥3,000 to ¥6,000 ($19 to $39) per sector.
• International: Fees range from ¥25,000 to ¥40,000 ($160 to $256) per crate per sector.

How To Avoid Paying Excess Fees and Expenses

If you hold the JAL USA CARD, it can help you avoid some fees by offering priority services, bonus mileage earning, discounts on baggage and seat selection, and rebates on inflight purchases. Earning miles through the card also helps you redeem award flights sooner, which can offset costs like checked bags or inflight extras when redeemed with miles instead of cash.

Japan Airlines offers 2 tiers of its new credit card, though both offer the same fee-saving perks. The differences are in the annual fee and earning rates.

Japan Airlines’ ticket extras (checked bags, seat fees, upgrades, etc.) are typically coded as travel purchases, allowing them to be offset directly with credit cards that offer annual travel credits. Using premium travel credit cards can also help to reduce your out-of-pocket costs. For example, the Chase Sapphire Reserve^® offers a $300 annual travel credit that automatically reimburses qualifying travel purchases, including baggage fees, seat selection charges, and change fees.

In a similar vein, the Capital One Venture Rewards Credit Card and Capital One Venture X Rewards Credit Card allow cardholders to offset recent travel purchases from the past 90 days by using miles at a value of 1 cent each. That means you can cover your fees and extras with miles after the fact.

Japan Airlines Lounges

JAL operates well-appointed lounges for eligible flyers at major hubs, with access for business and first class passengers as well as travelers with elite status in Mileage Bank or Oneworld programs.

Major lounge locations include:

• Tokyo Narita (NRT) Sakura Lounges — international departures
• Tokyo Haneda (HND) Sakura Lounges
• Osaka Kansai (KIX) Sakura Lounge

Lounges typically offer comfortable seating, showers, food and drink options, and Wi-Fi.

Inflight Inclusions, Amenities, and Seat Specs

Economy Class

• Seat with free Wi-Fi (1 hr on international trips)
• Meals on long-haul international flights
• Carry-on and complimentary checked luggage included on most international tickets

Premium Economy Class

• Wider seat and more legroom
• Priority boarding
• Enhanced meal service
• Free Wi-Fi access

Business Class

• Lie-flat seat on long-haul aircraft
• Lounge access
• Premium meals and drinks
• Unlimited Wi-Fi

First Class

• Private suite on select aircraft
• Fine dining, premium drinks, and luxury amenities
• Extra baggage and services, including unlimited Wi-Fi

Seat Specs

Japan Airlines Customer Satisfaction

Most Common Complaints

Travelers frequently cite inconsistent service execution on board or at the airport, confusion around award taxes and fuel surcharges, and frustrating experiences with customer support when changes or refunds are needed. Economy experiences can vary widely by aircraft and flight length, though service quality generally improves in premium cabins.

Consumer Rankings and Ratings

• Skytrax rating: 5-Star Airline (5 is the highest possible rating)
• Tripadvisor airline review rating: 4 out of 5 (from 9,720 reviews)
• Kayak customer rating: 8.3 out of 10 (from 1,660 verified reviews)

Safety and Performance

Japan Airlines has a strong safety record and high operational standards. While incidents are rare, the airline’s robust training, modern fleet, and frequent audits help sustain a safe operating environment.

Recent Awards

At the 2025 Skytrax awards, JAL took home several accolades:

• Ninth best airline in the world
• Best Economy Class Airline Seat
• Best Premium Economy Class in Asia

These honors reflect the airline’s reputation for hospitality and service quality at many levels.

Final Thoughts

Japan Airlines remains one of Asia’s most respected carriers, known for its premium service, strong Oneworld ties, and reliable operations. Travelers who value comfort, service, and alliance connectivity will find JAL a compelling choice, especially in business and first class.

That said, economy travelers should be aware of ancillary costs and award taxes, especially on long-haul flights to/from the U.S., and plan accordingly. Using loyalty perks and premium travel cards can help passengers offset many of these fees.