Changes of handling procedures due to transformation of Passenger Service System

Thank you for choosing JAL Group.
The migration of JAL Group's Passenger Service System is scheduled to take place on Thursday, November 16, 2017(Japan time).
In line with this, please note the following changes will be applied.
If there are any additional changes, further announcement will be made accordingly.

  • *All times are in Japan time.

Updated on September 13, 2017

Conditions for applying the Ticketing
Service Fee for international award tickets

Effective date: November 16, 2017

The following changes will be made to the Ticketing Service Fee for new ticket issuance and ticket changes.

Until November 15, 2017 (Wed) From November 16, 2017 (Tue)
Name

Ticketing Service Fee

Ticket Service Fee

Applicable tickets

JAL International Award Tickets
JMB Partner Airlines Award Tickets*

  • *Applicable partner airlines: American Airlines, British Airways, Cathay Pacific Airways/Cathay Dragon, Qantas, and Air France

Ticketing Service Fee will not apply to oneworld Award Tickets and JMB Partner Airlines Award Tickets for partner airlines other than those listed above.

JAL International Award Tickets
JMB Partner Airlines Award Tickets
oneworld Award Tickets
Jetstar Japan Award Tickets

Applicable ticketing process
  • New ticket issue
  • Reissue of ticket
  • *When reissue of tickets is necessitated by change of tax/charge (including change of tax/charge only) or rerouting, Ticketing Service Fee applies per ticket.
  • New ticket issue
  • Ticket changes
  • *For changes after ticket issue, Ticket Service Fee applies per ticket regardless of the necessity of ticket reissue.
Ticket Service Fee amount Place of booking/ticketing Amount Place of booking/ticketing Amount
JAL website N/A JAL website N/A
Japan ¥2,160 (tax included) Japan ¥2,160 (tax included)
U.S.A. Amount equivalent to ¥2,000*
  • *Ticketing Service Fee will be converted into the currency of payment by using the Bank Selling Rate effective at the time of the transaction
U.S.A. USD 20
U.K. U.K. GBP 15
Switzerland Switzerland CHF 20
Other European countries Other European countries EUR 20
Russia Russia EUR 20
China China CNY 150
Hong Kong Hong Kong HKD 150
Taiwan Taiwan TWD 550
Korea Korea KRW 20,000
Indonesia Indonesia IDR 250,000
Singapore Singapore SGD 25
Australia Australia AUD 25
Guam Guam USD 20
Philippines Philippines USD 20
Vietnam Vietnam USD 20
Malaysia Malaysia MYR 80
Thailand Thailand THB 600
India India INR 1,200
  • *In India, Ticket Service Fee will not apply for new ticket issue.

Handling of Japan domestic sectors included
in JAL International Award Tickets

Effective date: November 16, 2017

There will be changes to the handling procedures for Japan domestic sectors included in JAL International Award Tickets.

Requests made until November 15, 2017 (Wed) Requests (bookings/changes) made on/after
November 16, 2017 (Tue)

Waitlisting is not permitted for Japan domestic sectors included in JAL International Award Tickets.

Japan domestic sectors included in JAL International Award Tickets will be subject to the rules and conditions of the international award ticket.
(If waitlisting is permitted for the international award ticket, waitlisting will also be permitted for the relevant Japan domestic sectors.)

Introducing JAL International Award Tickets
for infants

Effective date: November 16, 2017

JAL International Award Tickets for infants will be available at 10% of the applicable adult mileage level.

  • *This award tickets will be applied only when the accompanying passenger (must be 12 years of age or older) travels on the same award type with the infants under the age of 2 who share a seat with an accompanying passenger.

Surface sectors included in
Partner Airlines Award Tickets

Effective date: November 16, 2017

There will be changes to how surface sectors are handled for Partner Airlines Award Tickets.

Requests made until November 15, 2017 (Wed) Requests made on/after November 16, 2017 (Tue)

The distance of a surface sector is included in total trip distance (miles).
(Total trip distance is used to calculate the number of miles required for an award ticket.)

The distance of a surface sector will not be included in total trip distance* (miles).
Please note that itineraries that contain certain surface sectors will not be permitted as one award ticket, depending on how the surface sector is arranged.
Example: When the distance of the surface sector is greater than the distance from the first flight sector's departure city to the surface sector's starting point.

  • *Total trip distance is used to calculate the number of miles required for an award ticket.

Validity period and ticket change
conditions for international award tickets

Effective date: November 16, 2017

Changes will be made to the validity period and ticket change conditions for international award tickets.

Validity period

Tickets issued until November 15, 2017 (Wed) Tickets issued on/after November 16, 2017 (Tue)

JAL International Award Tickets

JMB Partner Airlines Award Tickets

oneworld Award Tickets

Jetstar Japan Award Tickets

Award tickets are valid for 1 year from the date the award ticket is issued.

  • *LATAM Airlines award tickets that are used for travel purely within domestic Chile, domestic Peru, or domestic Argentina will be valid for 6 months from the date the award ticket is issued.

Award tickets are valid for 1 year from the date of commencement of travel.
(Travel must be commenced within 1 year from the ticket issue date.)

Ticket change conditions

Tickets issued until November 15, 2017 (Wed) Tickets issued on/after November 16, 2017 (Tue)

JAL International Award Tickets

JMB Partner Airlines Award Tickets

oneworld Award Tickets

Jetstar Japan Award Tickets

(Before the commencement of travel and after travel has commenced)
Changes are permitted for itineraries that are within 1 year from the date the award ticket is issued.

(Before the commencement of travel)
Changes are permitted if the new itinerary is within 1 year from the date the award ticket is issued.

(After travel has commenced)
Changes are permitted if the new itinerary is within 1 year from the date of commencement of travel.

Deadlines for international award tickets

Effective date: November 16, 2017

There will be changes to the deadlines for international award tickets.

Deadlines for award reservations

Requests made until November 15, 2017 (Wed) Requests made on/after November 16, 2017 (Tue)

JAL International Award Tickets

(On the JAL website)
12:00*1, 4 days prior to the departure of the first flight sector (not including the day of departure)

(By phone)

Japan Region: 12:00 (Japan time), 1 day prior to the departure of the first flight sector

American Region / Europe, Middle East & Africa Region / Asia & Oceania Region: 12:00*2, 2 days prior to the departure of the first flight sector

(On the JAL website)
12:00 (departure city time), 4 days prior to the departure of the first flight sector (not including the day of departure)

(By phone)
24 hours (departure city time) prior to the departure of the first flight sector

JMB Partner Airlines Award Tickets

(On the JAL website)
12:00*1, 4 days prior to the departure of the first flight sector (not including the day of departure)

(By phone)

Japan Region: 12:00 (Japan time), 2 days prior to the departure of the first flight sector

American Region / Europe, Middle East & Africa Region / Asia & Oceania Region: 12:00*2, 2 days prior to the departure of the first flight sector

oneworld Award Tickets

Jetstar Japan Award Tickets

(By phone)
12:00*1, 2 days prior to flight departure

(By phone)
24 hours (departure city time) prior to the departure of the first flight sector

  • *1Japan Region is based on Japan time. American Region is based on U.S. Pacific time. Europe, Middle East & Africa Region is based on U.K. time. Asia & Oceania region is based on Hong Kong time.
  • *2American Region is based on U.S. Pacific time. Europe, Middle East & Africa Region is based on U.K. time. Asia & Oceania Region is based on local time.
  • *For requests made by phone, the deadline will be the end of business hours of the Call Center or JAL Office.

Waitlist holding period

Requests made until November 15, 2017 (Wed) Requests made on/after November 16, 2017 (Tue)

JAL International Award Tickets

(90 - 330 days prior to the departure of the first international flight sector)
Waitlisted reservations will be held until 82 days prior to the departure of the first international sector

(90 - 330 days prior to the departure of the first flight sector)
Waitlisted reservations will be held until 82 days prior to the departure of the first flight sector

(8 - 89 days prior to the departure of the first international flight sector)
Waitlisted reservations will be held until either 7 days after making the reservation, or 8 days prior to the departure of the first international sector, whichever is earlier

(8* - 89 days prior to the departure of the first flight sector)
Waitlisted reservations will be held until either 7 days after making the reservation, or 8 days prior to the departure of the first flight sector, whichever is earlier

  • *On the JAL website, waitlisting will be available until 9 days (departure city time) prior to the departure of the first sector.

(Within 7 days prior to the departure of the first international flight sector)

(Within 7 days prior to the departure of the first flight sector)
Waitlisting is not permitted

Note: When changing a waitlisted reservation, the new waitlist holding period that will apply will be either the waitlist holding period for the new itinerary or the waitlist holding period for the old itinerary, whichever is earlier.

  • *For requests made by phone, the deadline will be the end of business hours of the Call Center or JAL Office.

Deadline for changes to awards after mileage redemption (ticket issuance)

Requests made until November 15, 2017 (Wed) Requests made on/after November 16, 2017 (Tue)

JAL International Award Tickets

(On the JAL website)
12:00*1, 4 days prior to the departure of the first flight sector (of the old or new itinerary, whichever is earlier) (not including the day of departure)

(By phone)
Until flight departure (of the old or new itinerary, whichever is earlier)

  • *Requests to change an award ticket to a higher class of service for the same flight sector(s) by paying the difference in miles will be accepted by phone until 12:00*2, 4 days prior to the departure of the first flight sector.
  • *Requests to change a reservation from the booked class to a lower or higher class of service (only permitted when the ticket is issued with the miles for the higher class of service) will be accepted by phone.

Before the commencement of travel

(On the JAL website)
23:59 (departure city time), 4 days prior to the departure of the first flight sector (of the old or new itinerary, whichever is earlier) (not including the day of departure)

(By phone)
Until flight departure (of the old or new itinerary, whichever is earlier)

  • *Requests to change a JAL International Award Ticket to a higher class of service for the same flight sector(s) by paying the difference in miles will be accepted by phone until 24 hours (departure city time) prior to the departure of the first flight sector (of the old or new itinerary, whichever is earlier).
  • *Requests to change a reservation from the booked class to a lower or higher class of service (only permitted when the ticket is issued with the miles for the higher class of service) will be accepted by phone until 24 hours (departure city time) prior to flight departure (of the old or new itinerary, whichever is earlier).

After travel has commenced

(On the JAL website)
(1) 23:59 (departure city time), 4 days prior to flight departure of the new itinerary (not including the day of departure), and (2) 24 hours (departure city time) prior to the departure of the next flight

(By phone)
Until flight departure (of the old or new itinerary, whichever is earlier)

  • *Requests to change a reservation from the booked class to a lower or higher class of service (only permitted when the ticket is issued with the miles for the higher class of service) will be accepted by phone until 24 hours (departure city time) prior to flight departure (of the old or new itinerary, whichever is earlier).

JMB Partner Airlines Award Tickets

(On the JAL website)
12:00*1, 4 days prior to the departure of the first flight sector (of the old or new itinerary, whichever is earlier) (not including the day of departure)

(By phone)
12:00*2, 2 days prior to flight departure (of the old or new itinerary, whichever is earlier) (not including the day of departure)

oneworld Award Tickets

Jetstar Japan Award Tickets

(By phone)
12:00*2, 2 days prior to flight departure (of the old or new itinerary, whichever is earlier) (not including the day of departure)

Before the commencement of travel

(By phone)
Until flight departure (of the old or new itinerary, whichever is earlier)

  • *Requests to change a reservation from the booked class to a lower or higher class of service (only permitted when the ticket is issued with the miles for the higher class of service) will be accepted by phone until 24 hours (departure city time) prior to flight departure (of the old or new itinerary, whichever is earlier).

After travel has commenced

(By phone)
Until flight departure (of the old or new itinerary, whichever is earlier)

  • *Requests to change a reservation from the booked class to a lower or higher class of service (only permitted when the ticket is issued with the miles for the higher class of service) will be accepted by phone until 24 hours (departure city time) prior to flight departure (of the old or new itinerary, whichever is earlier).
  • *1Japan Region is based on Japan time. American Region is based on U.S. Pacific time. Europe, Middle East & Africa Region is based on U.K. time. Asia & Oceania region is based on Hong Kong time.
  • *2Japan Region is based on Japan time. American Region is based on U.S. Pacific time. Europe, Middle East & Africa Region is based on U.K. time. Asia & Oceania Region is based on local time.
  • *For requests made by phone, the deadline will be the end of business hours of the Call Center or JAL Office.

Deadline for cancellations/refunds

Requests made until November 15, 2017 (Wed) Requests made on/after November 16, 2017 (Tue)

JAL International Award Tickets

JMB Partner Airlines Award Tickets

(On the JAL website)
23:59*1, 1 day prior to the commencement of travel

(By phone)
Until departure of the first flight sector

(On the JAL website)
23:59 (departure city time), 1 day prior to the commencement of travel

(By phone)
Until departure of the first flight sector

oneworld Award Tickets

Jetstar Japan Award Tickets

(By phone)
Until departure of the first flight sector

(By phone)
Until departure of the first flight sector

  • *1Japan Region is based on Japan time. American Region is based on U.S. Pacific time. Europe, Middle East & Africa Region is based on U.K. time. Asia & Oceania region is based on Hong Kong time.
  • *For requests made by phone, the deadline will be the end of business hours of the Call Center or JAL Office.

Deadlines for JAL International
Upgrade Awards

Effective date: November 16, 2017

The deadlines for JAL International Upgrade Awards will be changed as follows.

Requests made until November 15, 2017 (Wed) Requests made on/after November 16, 2017 (Tue)
Deadline for award reservations

(On the JAL website)

Japan Region: 12:00*1, 1 day prior to the departure of the respective outbound flight or return flight

  • *For waitlist reservations, the deadline is 12:00*1, 1 day prior to the commencement of travel (departure of the first flight sector).

American Region / Europe, Middle East & Africa Region / Asia & Oceania Region: 23:59*1, 2 days prior to the departure of the respective outbound flight or return flight

  • *For waitlist reservations, the deadline is 23:59*1, 4 days prior to the commencement of travel (departure of the first flight sector).

(By phone)

Japan Region: 19:00*2, 1 day prior to the departure of the respective outbound flight or return flight

  • *For waitlist reservations, the deadline is 17:30*1, 1 day prior to the departure of the respective outbound flight or return flight.

American Region / Europe, Middle East & Africa Region / Asia & Oceania Region: 12:00*2, 1 day prior to the departure of the respective outbound flight or return flight

(On the JAL website)

25 hours (departure city time) prior to the departure of the respective outbound flight or return flight

  • *The same deadline applies for waitlist reservations.

(By phone)

24 hours (departure city time) prior to the departure of the respective outbound flight or return flight

  • *The same deadline applies for waitlist reservations.
Deadline for cancellations/refunds

1 day prior to the departure of your upgrade award flight (until the end of business hours of Call Centers in each region)*3

24 hours (departure city time) prior to flight departure*3

  • *1Japan Region is based on Japan time. American Region is based on U.S. Pacific time. Europe, Middle East & Africa Region is based on U.K. time. Asia & Oceania Region is based on Hong Kong time.
  • *2Japan Region is based on Japan time. American Region is based on U.S. Pacific time. Europe, Middle East & Africa Region is based on U.K. time. Asia & Oceania Region is based on local time.
  • *3The following exceptions apply:
    • When you change your booked Premium Economy upgrade award to a Business Class upgrade award at the airport on the day of departure
    • When you cancel the purchased ticket, or change your reservation
  • *For requests made by phone, the deadline will be the end of business hours of the Call Center or JAL Office.

Refund charge for completely unused
international award tickets

Effective date: November 16, 2017

There will be changes to the handling of the refund charge for completely unused international award tickets.

Requests made until November 15, 2017 (Wed) Requests made on/after November 16, 2017 (Tue)

When requesting a refund for a completely unused award ticket, an amount equivalent to the fuel surcharge, taxes, and other applicable fees that were paid when issuing the award ticket will be allocated towards the refund charge.
Additionally, any JAL Coupons, JAL Ryoko-ken (travel vouchers), JAL Travel Ryoko-ken, JTS Ryoko-ken, JAL Travel Ryoko-ken (Hokkaido), HTS Ryoko-ken, and e JAL Points used for payment will be allocated towards the refund charge.

When requesting a refund for a completed unused award ticket, the refund charge will be collected separately.
(The amount equivalent to the fuel surcharge, taxes, and other applicable fees that were paid when issuing the award ticket will not be allocated towards the refund charge.)
Additionally, any JAL Coupons, JAL Ryoko-ken (travel vouchers), JAL Travel Ryoko-ken, JTS Ryoko-ken, JAL Travel Ryoko-ken (Hokkaido), HTS Ryoko-ken, and e JAL Points* used for payment will not be allocated towards the refund charge.

  • *Tickets issued on/before November 15, 2017.
Effective April 1, 2017 and July 1, 2017, 
changes have been made to the rules for using award tickets.
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