My family and I received excellent service from JAL. They were courteous, helpful, and friendly. The flight attendants kept our drinks refilled during the 16-hour flight to Beijing, and always with a smile. On the flight home, I had a very ill infant who required oxygen. The representative for JAL, Hong Kong, gave superior help to me and my family. He confirmed the we had oxygen available the entire time, and arranged for a quiet room in Tokyo for my daughter; we had a 3-hour layover. They provided an escort for both HKI and Tokyo Int'l to take us directly to the gates.
The airplanes were clean, even after such long flights. The temperature in-flight was comfortable, and the choice of entertainment was great. The food was tasty, also. I wish all airlines provided this level of service and comfort!!
OSAKA -- When I booked a round trip ticket from Los Angeles to Guangzhou, China with a stopover at Osaka, my travel agent said that Japan Airlines would provide a free night hotel during the return because the connection requires me to stay overnight. Due to business reason, I had to delay my return trip from a Monday to Thursday. When I arrived at Guangzhou airport ready to take the return trip to LA, I was told by Japan Airlines that I had to pay $150 extra in order to take the flight. The reason being that my second leg, from Osaka to LA, will be a Friday at a weekend rate, even though I started my journey on a Thursday. I was not happy but I had to pay anyway.
When I arrived at Osaka airport, expected to be shuttled to a hotel, Japan Airlines sprung another surprise and said that they cannot provide me with the hotel room as promised because I had changed my reservation, even though my flights were identical. This time I refuse to pay and wound up staying overnight at the airport.
I think Japan Airlines found ways to overcharge me and under-delivered their promise. I am very disappointed at JAL especially when I had such a pleasant stay in Japan earlier. I am writing this at 3 am in Osaka airport because I cannot sleep in the airport lounge and I am very upset at JAL who caused this situation. I will never fly JAL again and I will never recommend JAL to anyone I know.