Japan Airlines customers may need help with a reservation, flight change, cancellation, refund, delayed or damaged baggage, seat assignment, online check-in, JAL Mileage Bank account, special assistance, flight disruption, or another travel concern. Japan Airlines, commonly known as JAL, is a major international airline headquartered in Tokyo and operates flights between Japan, North America, and destinations around the world.
How to Contact Japan Airlines Customer Service
- U.S. and Canada Reservations & Information: 1-800-525-3663 (1-800-JAL-FONE)
- Phone Hours: Daily, 5 a.m.-6 p.m. Pacific Time
- Outside U.S. and Canada: +1-310-607-4160 – charges may apply
- Hearing or Speech Assistance in the U.S.: Dial 711 for the National Relay Service
- Online Chat: Available through JAL Help & Contacts
- American Region Feedback / JMB Form: JAL American Region Contact
- International Flight Help: JAL International Help & Contacts
- Manage International Booking: Japan Airlines International Flights
- JAL Mileage Bank Help: JAL Mileage Bank Help
- U.S. Feedback Mailing Address: Japan Airlines, 300 Continental Boulevard, Suite 400, El Segundo, CA 90245
- Corporate Headquarters: Japan Airlines Co., Ltd., Nomura Real Estate Bldg., 2-4-11 Higashi-Shinagawa, Shinagawa-ku, Tokyo 140-8637, Japan
- Official Website: Japan Airlines
Japan Airlines does not currently publish a general email address for international-flight customer-service inquiries. JAL directs customers to its regional Help & Contacts pages, telephone service, online chat, or the appropriate online form.
Best Japan Airlines Support Route by Issue
- New reservation: Book online or call 1-800-525-3663.
- Change an existing JAL booking: Use JAL’s online booking-management tools when eligible or call the Contact Center.
- Travel-agency booking: Contact the travel agency that issued the ticket for many changes, cancellations, and refunds.
- Flight canceled or rescheduled by JAL: Review JAL’s disruption options for rebooking or refund.
- Refund: Use the applicable online refund process or contact the original ticket issuer.
- Delayed checked baggage: Report the missing bag to baggage staff at the arrival airport immediately.
- Damaged baggage: Report damage before leaving the airport whenever possible.
- JAL Mileage Bank: Use the JMB Help & Contacts section or American Region contact form.
- Wheelchair or disability assistance: Request assistance when booking or as early as possible before travel.
- General feedback or complaint: Use JAL’s American Region contact form or send written feedback to the El Segundo address.
Japan Airlines Flight Changes and Cancellations
Many JAL international reservations can be reviewed online. Depending on the ticket and itinerary, the website may allow passengers to confirm the reservation, change an eligible flight, cancel, request a refund, select a seat, or complete other procedures.
Before changing a ticket, check:
- Booking reference
- Ticket number
- Fare type
- Original ticket issuer
- Departure date
- Operating airline
- Change or cancellation restrictions
- Fare difference
JAL states that eligible international bookings can generally be changed through its website until 24 hours before the departure of the next flight, subject to the ticket conditions and itinerary.
If a travel agency, online booking site, corporate travel department, or another airline issued the ticket, that company may need to make the voluntary change or process the refund.
Japan Airlines Flight Canceled or Rescheduled
If JAL cancels, delays, or changes a flight, check the reservation online before calling. JAL provides special procedures for disrupted international travel that can include rebooking or refund options.
Review:
- Current flight status
- Email or text notifications
- Revised departure time
- New connecting flights
- Updated seat assignments
- Special-assistance requests
- Checked-baggage handling
If the new itinerary does not work for you, review the applicable refund or rebooking options before accepting an alternative.
JAL’s U.S. Customer Service Plan states that when a major delay or cancellation within JAL’s responsibility prevents transportation to the final destination on the expected arrival date, JAL may provide accommodation subject to availability. Expenses caused by circumstances outside JAL’s control, such as severe weather, are handled differently.
Japan Airlines 24-Hour Cancellation for U.S. Bookings
Japan Airlines provides a 24-hour option for qualifying tickets purchased through the JAL U.S. website.
Under JAL’s current U.S. Customer Service Plan:
- The reservation must be made at least one week before departure.
- Tickets purchased through the JAL U.S. website can qualify for a refund within 24 hours after the reservation.
- After the 24-hour period, the ticket’s normal fare rules apply.
Tickets purchased through a travel agent should be handled through that travel agent.
Japan Airlines Refunds
Refund eligibility depends on the fare, ticket status, reason for cancellation, and company that issued the ticket.
JAL’s U.S. Customer Service Plan states that qualifying refunds for credit-card tickets purchased from Japan Airlines within the United States are forwarded to the card company within seven business days after JAL receives the required information.
For eligible JAL tickets purchased by cash or check within the United States, the Customer Service Plan lists processing within 20 business days after the required information is received.
A travel agency generally remains responsible for processing the refund when it issued the ticket.
For certain JAL-canceled or rescheduled international flights, JAL also provides an online refund-request form.
Japan Airlines Delayed or Missing Baggage
If your checked bag does not arrive, report the problem to airline baggage staff at the destination airport immediately.
Keep:
- Baggage claim tag
- Boarding pass
- Booking reference
- Ticket number
- Baggage report or tracing reference
- Description of the suitcase
- Contact and delivery information
- Receipts for necessary replacement items when applicable
JAL provides a baggage-tracing system for delayed baggage on eligible international flights.
JAL International Baggage Tracer
If another airline operated your final connecting flight and the baggage did not arrive, contact the last operating airline rather than assuming JAL is handling the report.
Japan Airlines Damaged Baggage
Passengers who notice damage to checked baggage should show the damage to airport staff before leaving the arrival area whenever possible.
For a JAL-operated international flight, if damage is discovered after leaving the airport, JAL states that it must be reported to the arrival airport within seven days of receiving the baggage.
Photograph:
- The complete suitcase
- The damaged area
- Baggage tag
- Broken wheels, handles, zippers, or frame components
- Any damaged contents
Keep the baggage until JAL explains whether it needs to be inspected, repaired, or otherwise documented.
For a codeshare flight operated by another airline, contact the operating carrier regarding baggage damage.
Japan Airlines Baggage Allowance
Current JAL international checked-baggage allowances generally include:
- First Class: 3 pieces, up to 32 kg / 70 lb each
- Business Class: 3 pieces, up to 32 kg / 70 lb each
- Premium Economy: 2 pieces, up to 23 kg / 50 lb each
- Economy: 2 pieces, up to 23 kg / 50 lb each
The standard total outside dimensions for each checked bag are generally within 203 cm when length, width, and height are added together.
Carry-on allowance generally includes one personal item plus one additional bag, with the combined weight not exceeding 10 kg / 22 lb.
Codeshare flights, connecting airlines, status benefits, special items, infants, and particular itineraries can have different baggage rules. Check the exact reservation before travel.
Japan Airlines Online Check-In
JAL currently provides international online check-in beginning approximately 24 hours before departure and ending one hour before departure for eligible flights.
Online check-in can allow eligible passengers to:
- Confirm travel information
- Check in for the flight
- Select or change an eligible seat
- Obtain a boarding pass
Airport document checks may still be required for passports, visas, special assistance, baggage, or other travel requirements.
Japan Airlines Special Assistance
JAL provides assistance for travelers who use wheelchairs or mobility devices and for customers with vision, hearing, speech, cognitive, developmental, medical, or other assistance needs.
Assistance can also apply to:
- Wheelchair users
- Customers traveling with medical equipment
- Passengers who are ill or injured
- Passengers using service animals
- Expectant mothers
- Children traveling alone
- Elderly travelers
For travel involving the United States or Canada, start with the regional reservation number at 1-800-525-3663. Request assistance as early as possible, particularly when medical equipment or advance documentation may be required.
Japan Airlines Hearing or Speech Assistance
Customers in the United States who are deaf or have a hearing or speech impairment can use the National Relay Service by dialing 711. The relay operator can assist by contacting Japan Airlines.
JAL also offers accessibility services and special-assistance request options through its website.
Japan Airlines Contact Form and Chat
Japan Airlines’ support channels are divided according to the type of inquiry.
JAL states that it does not maintain a general email address for international-flight inquiries.
Instead:
- Reservation questions: Use telephone support or chat.
- General international-flight questions: Use Help & Contacts and the JAL FAQ.
- American Region feedback: Use the regional contact form.
- JAL Mileage Bank feedback or inquiries: Use the applicable JMB form.
JAL specifically states that the American Region feedback form should not be used to request a fare quote, make a reservation, purchase a ticket, or request an award ticket.
Japan Airlines Mileage Bank Help
JAL Mileage Bank, or JMB, is Japan Airlines’ frequent-flyer program.
Members may need assistance with:
- Missing mileage
- Account login
- Profile information
- JMB membership cards
- Award reservations
- Award changes or cancellations
- Mileage balances
- JAL Global Club
- Family Club accounts
Use the JAL Mileage Bank Help & Contacts section for loyalty-program problems rather than submitting an ordinary flight reservation question.
Japan Airlines Codeshare Flight Problems
A JAL flight number does not always mean Japan Airlines is operating the aircraft. JAL sells codeshare flights operated by partner airlines.
The operating airline can matter for:
- Airport check-in
- Baggage handling
- Seat selection
- Inflight service
- Special assistance
- Lost property
- Damaged baggage
For example, JAL specifically instructs passengers with damaged baggage from a codeshare flight operated by another airline to contact the operating airline directly.
How to Escalate a Japan Airlines Complaint
- Start with the JAL department responsible for the reservation, baggage, refund, mileage, or airport issue.
- Keep the booking reference, ticket number, boarding pass, baggage report, receipts, and previous correspondence.
- For American Region feedback or complaints, use JAL’s official contact form.
- Save any case or reference number provided.
- Clearly state what happened and the specific resolution requested.
- If writing by mail, use Japan Airlines, 300 Continental Boulevard, Suite 400, El Segundo, CA 90245.
- For a qualifying unresolved U.S. air-travel consumer complaint, consider the U.S. Department of Transportation’s Aviation Consumer Protection complaint process.
File a U.S. Air Travel Consumer Complaint
The U.S. Department of Transportation states that covered airlines must acknowledge consumer complaints within 30 days and provide a written response addressing the complaint within 60 days.
Information to Have Before Contacting Japan Airlines
- Passenger name exactly as shown on the ticket
- Booking reference
- Ticket number
- Flight number
- Travel date
- Origin and destination
- Email and telephone number used for the reservation
- Travel agency information when applicable
- Baggage tag and baggage-report reference
- JAL Mileage Bank number when relevant
- Receipts for claimed expenses
- Previous customer-service case number
- The refund, rebooking, reimbursement, or other resolution requested
Do not publish your complete ticket number, passport information, JAL Mileage Bank number, booking reference, boarding pass, home address, payment information, or other private travel information in a public review.
Japan Airlines Corporate Headquarters
Japan Airlines Co., Ltd. is headquartered at:
Japan Airlines Co., Ltd.
Nomura Real Estate Building
2-4-11 Higashi-Shinagawa
Shinagawa-ku, Tokyo 140-8637
Japan
Current company information identifies Mitsuko Tottori as Representative Director and Executive President.
The Tokyo headquarters is not the recommended first route for a U.S. reservation, refund, baggage, or Mileage Bank problem. Customers in the Americas should use JAL’s regional customer-service resources.
Japan Airlines Customer Service Reviews and Complaints
CustomerServiceNumbers.com currently has no published Japan Airlines customer reviews. The displayed 0 out of 5 rating reflects the absence of submitted ratings and should not be interpreted as a zero-star customer judgment.
Because no Japan Airlines reviews have been submitted on this page, there is not enough CustomerServiceNumbers.com feedback to identify reliable positive or negative patterns involving inflight service, punctuality, customer support, cancellations, refunds, baggage handling, or JAL Mileage Bank.
Frequently Asked Questions
What is the Japan Airlines customer-service phone number in the U.S.?
Call 1-800-525-3663, also known as 1-800-JAL-FONE.
What are Japan Airlines U.S. customer-service hours?
JAL currently lists the U.S. and Canada reservations and information line as available daily from 5 a.m. to 6 p.m. Pacific Time.
Is Japan Airlines customer service available 24/7?
The main U.S./Canada reservation number is not currently advertised as 24/7. JAL lists daily telephone hours of 5 a.m.-6 p.m. Pacific Time. Online flight-status and self-service tools remain available outside those telephone hours.
Does Japan Airlines have a customer-service email?
JAL states that it does not have a general email address for international-flight inquiries. Use telephone support, chat, or the appropriate JAL contact form.
What number do I call Japan Airlines from outside the U.S. or Canada?
JAL currently lists +1-310-607-4160 for calls from outside the United States and Canada. Call charges may apply.
Can I cancel a JAL ticket within 24 hours?
JAL’s U.S. Customer Service Plan provides a 24-hour refund option for qualifying tickets purchased through the JAL U.S. website when the reservation was made at least one week before departure.
What should I do if Japan Airlines loses my baggage?
Report the missing checked bag to baggage staff at the arrival airport immediately and keep the baggage tag and tracing reference. JAL provides an online baggage tracer for eligible international flights.
How long do I have to report damaged JAL baggage?
Report damage at the arrival airport immediately whenever possible. For JAL-operated international flights, JAL states that damage discovered later must be reported to the arrival airport within seven days of receiving the bag.
How much checked baggage does Japan Airlines allow?
Current international allowances generally provide two pieces up to 23 kg each for Economy and Premium Economy and three pieces up to 32 kg each for First and Business Class. Codeshares and specific itineraries can differ.
When does Japan Airlines online check-in open?
Online check-in for eligible international flights generally opens 24 hours before departure and closes one hour before departure.
Where is Japan Airlines headquartered?
Japan Airlines Co., Ltd. is headquartered at 2-4-11 Higashi-Shinagawa, Shinagawa-ku, Tokyo, Japan.
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This page is intended to help Japan Airlines passengers find the appropriate support route for reservations, changes, cancellations, refunds, flight disruptions, baggage, online check-in, special assistance, JAL Mileage Bank, and customer complaints.
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CustomerServiceNumbers.com is an independent consumer information and review website and is not affiliated with Japan Airlines Co., Ltd., JAL Mileage Bank, oneworld, the U.S. Department of Transportation, an airport, travel agency, or airline partner. CustomerServiceNumbers.com cannot access reservations, change flights, issue refunds, track baggage, add special assistance, credit mileage, check passengers in, or respond on behalf of Japan Airlines. Airline schedules, fares, baggage rules, refund procedures, call-center hours, government requirements, and support methods can change. Verify trip-specific information directly through Japan Airlines and the operating carrier before travel.