Japan Airlines Support

Contact Japan Airlines

Japan Airlines provides support via phone, email, and social media. Below are the key methods as of July 25, 2025, sourced from jal.co.jp:

• Main Customer Service: +81-3-5460-8333 (24/7).
• International Numbers:
  • UK: +44-207-606-1000
  • USA: +1-800-525-3663
  • Australia: +61-2-9279-1000
• Email Support: Available via the contact form on jal.co.jp (navigate to “Contact Us” > “Customer Service”).
• Live Chat: Accessible through the Japan Airlines mobile app or website under “Contact Us.”
• Social Media:
  • Twitter: @JAL_Official_jp
  • Facebook: Japan Airlines
• Mailing Address: Japan Airlines Customer Service, 2-4-11 Higashi-Shinagawa, Shinagawa-ku, Tokyo 140-8605, Japan.

For the fastest response, use live chat on the Japan Airlines website or app. Phone support is available 24/7 but may involve wait times, especially during peak travel seasons like Golden Week or cherry blossom season.

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Japan Airlines Policies

Baggage Policy

Japan Airlines’ baggage policy outlines allowances and fees for carry-on and checked bags as of 2025, based on information from jal.co.jp:

• Carry-On Allowance: One personal item (e.g., purse, laptop bag) and one carry-on bag (max 55 x 40 x 25 cm, including handles and wheels) are free for all passengers.
• Checked Baggage:
  • First bag: JPY 5,000 (international), free for First/Business or JAL Mileage Bank elite.
  • Second bag: JPY 7,500.
  • Additional bags: JPY 20,000–JPY 30,000 depending on the route.
  • Overweight (23–32 kg): JPY 10,000 extra; Oversize (158–300 cm): JPY 20,000 extra.
• Lost Baggage: Report within 21 days at the airport or via jal.co.jp. Compensation is governed by the Montreal Convention, with a maximum of approximately JPY 170,000 unless declared value is higher.

Passengers with JAL Mileage Bank elite status (Crystal, Sapphire, Diamond) or traveling in premium cabins may receive free checked bags. Check jal.co.jp for route-specific restrictions, especially for transpacific flights.

Cancellation and Refund Policy

Japan Airlines’ cancellation and refund policies vary by ticket type, as detailed on jal.co.jp:

• Non-Refundable Tickets: Cancellations within 24 hours of booking are free if the ticket was purchased at least 7 days before departure. Otherwise, a fee of JPY 5,000–JPY 15,000 applies, with the remaining value converted to a travel credit.
• Refundable Tickets: Full refunds are available if canceled before departure, processed within 7–10 business days.
• Economy Discount Fares: Non-refundable and non-changeable except within 24 hours of booking, with a JPY 5,000 change fee thereafter.
• Refunds: Requested via jal.co.jp or by calling +81-3-5460-8333, with credit card refunds taking 7–10 days and cash/check refunds up to 20 days.

For involuntary cancellations (e.g., due to weather or mechanical issues), Japan Airlines may offer rebooking or refunds. Check jal.co.jp for the latest waiver policies, especially during typhoon season affecting Japan.

Seat Selection

Seat selection options are available at booking or later via jal.co.jp or the Japan Airlines app:

• Economy Discount: Seats are assigned at check-in unless passengers pay for Preferred Seats (JPY 1,000–JPY 10,000).
• Flex and Above: Free seat selection at booking, with premium options like Extra Comfort available for a fee (JPY 2,000–JPY 15,000).
• JAL Mileage Bank Elite Members: Crystal, Sapphire, and Diamond members receive free access to Preferred and Extra Comfort seats.

Seat availability varies by flight, so early booking is recommended, especially for popular routes like Tokyo to New York. Check jal.co.jp for real-time seat maps.

Pet Policy

Japan Airlines allows pets in the cargo hold (no cabin pets), with policies updated for 2025 on jal.co.jp:

• Cargo Pets: All pets must travel in the cargo hold; fees start at JPY 50,000. Booking required via jal.co.jp or +81-3-5460-8333.
• Restrictions: No pets to the UK, Australia, or New Zealand due to quarantine laws. Service animals travel free with proper documentation.

Pet travel requires advance reservation (at least 7 days), and health certificates are mandatory for international flights. Visit jal.co.jp for full details and route-specific restrictions.

Special Assistance

Japan Airlines offers support for passengers with special needs, as outlined on jal.co.jp:

• Disability Services: Wheelchair assistance, priority boarding, and accessible seating. Request at least 48 hours in advance via jal.co.jp or +81-3-5460-8333.
• Unaccompanied Minors: For ages 5–11, JPY 10,000 each way. Mandatory for 5–7, optional for 8–11, including escort and lounge access at Tokyo Haneda.

Special assistance enhances travel comfort, especially on long-haul routes; early notification ensures availability. Check jal.co.jp for additional services during peak travel times.

JAL Mileage Bank Loyalty Program

The JAL Mileage Bank program rewards frequent flyers, with details from jal.co.jp:

• Earning Miles: Earn 5–15 miles per dollar spent based on status (base: 5x, Diamond: 15x), with bonus miles on partner bookings.
• Redeeming Miles: Use for flights, upgrades, or partner services (e.g., hotels, car rentals) with fixed mileage rates.
• Elite Status: Crystal, Sapphire, and Diamond offer perks like free upgrades, priority boarding, and complimentary checked bags.

Joining JAL Mileage Bank before booking maximizes benefits, especially for frequent transpacific travelers. Check jal.co.jp for current promotions and elite qualification criteria.

Frequently Asked Questions