FAQ (International Inflight Wi-Fi service)

Questions about Inflight Wi-Fi service

  • QWhat is Wi-Fi?

    A

    Wi-Fi is the most commonly used local wireless data network standard that allows electronic devices to exchange data. Essentially, it allows you to connect a Web-enabled device to the Internet wirelessly.

  • QHow it works

    A

    While the service is available for use at any time except during takeoff and landing. The system will also automatically shut down when flying through airspace over countries which have not approved such communications.

  • QWhat kind of device is required to use Inflight Wi-Fi service?

    A

    All you need is a Wi-Fi-enabled device (802.11a/g or n) with an Internet browser. Please note that cellular devices without a Wi-Fi component will not work with this system. Inflight Wi-Fi works with most laptops, tablets and smartphones, and Inflight Wi-Fi service supports Android®, Apple®, Blackberry®, Nokia® (Symbian S60), Kindle® and Windows® platforms.
    For best results, we recommend using the following operating systems and/or browsers:
    Google® Chrome™
    Internet Explorer® 7, 8, 9 and 10 (Windows® Vista® ,7 and 8)
    Mozilla® Firefox®
    Safari® on Mac OS® X
    Please note that devices that are not JavaScript-enabled cannot be used to purchase Internet access, but they can be used to access the complimentary features of the Inflight Wi-Fi Portal. Cookies should also be enabled on your device in order to purchase Internet access.

  • QHow do I know if my device is Wi-Fi-enabled?

    A

    Many devices are Wi-Fi-certified and carry the Wi-Fi logo from the Wi-Fi Alliance. Inflight Wi-Fi works with most laptops and smartphones, and Inflight Wi-Fi service supports Android®, Apple®, Blackberry®, Nokia® (Symbian S60), Kindle® and Windows platforms.

  • QAre there wireless-enabled devices available to borrow onboard?

    A

    No, Japan Airlines does not provide wireless-enabled devices at this time.

  • QWhen can I use Inflight Wi-Fi service?

    A

    Typically, Inflight Wi-Fi service is available on board Wi-Fi-equipped aircraft starting at cruising altitude. Inflight Wi-Fi service will automatically disconnect when the cabin is prepared for landing as the aircraft descends below 10,000 feet, so please save your work regularly.

  • QHow can I use the Inflight Wi-Fi service?

    A

    Inflight Wi-Fi service features the ability to purchase access to the Wi-Fi service. If you purchase access, you can check email and browse the Internet. We will attempt to filter inappropriate content.The portal also offers Service introduction and Airport Map free of charge.

  • QHow do I connect to the Inflight Wi-Fi network?

    A

    The following are basic steps which apply to most wireless devices:

    1. Make sure that your wireless device is in airplane mode (if applicable) and turn off your device.
    2. Once the flight crew has announced that it is safe to use approved portable electronics, turn on your Wi-Fi-enabled device.
    3. With airplane mode turned on, switch on Wi-Fi and view available wireless networks.
    4. Select "Japan Airlines" to connect.
    5. Launch your Internet browser for immediate access to the Inflight Wi-Fi portal.
    6. To purchase an Internet access plan, click "Purchase access" and enter the requested information.
    7. Enjoy surfing the Web.
  • QWhich routes offer the service?

    A

    Inflight Wi-Fi service is available on the Wi-Fi equipped aircraft.

    Applicable routes
  • QWhat classes of service offer Inflight internet access?

    A

    JAL Wi-Fi is available in all classes of service.

  • QHow will I know if I am going to be on an aircraft equipped with Inflight Wi-Fi service?

    A

    Aircraft with Inflight Wi-Fi service will feature seatback cards with instructions for connecting.

  • QHow do I sign out of Inflight Wi-Fi service? Do I need to sign out?

    A

    There is no need to manually sign out, unless you want to clear your receipt and customer information. If you wish to sign out, simply turn off your device or select the "Sign out" link. You will still have Internet access if you sign out.

  • QI have questions about payment.

    A

    Please contact support at T-Mobile, the internet access service provider.

  • QHow secure is the Inflight internet service?

    A

    Although the JAL Wi-Fi Inflight internet service offers the same security as with any ordinary access point, we recommend that users have the appropriate firewall, anti-virus, and other software installed on their devices.

  • QSafety

    A

    Use of Inflight wireless LAN services does not affect the aircraft's systems. To ensure aircraft safety, the system has been tested both on the ground and during actual flight, and has been approved by both the U.S. Federal Aviation Administration and by Japan's Ministry of Land, Infrastructure, Transport and Tourism.

  • QWhat is the connection speed of the Inflight internet service?

    A

    As with normal wireless LAN access points, actual connection speeds will vary depending on the number of people using the service.

Questions about the purchase process

  • QHow is the cost of Internet service calculated and what does it include?

    A

    For payment by credit card, JAL Wi-Fi is available at either $10.15 per hour, or $18.80 for 24 hours. Pay with your JAL card to receive a 10% discount. In the case of roaming, you will be charged the applicable global roaming rate as set by the respective service providers. Please check with your contracted service provider. In the case of roaming, you will be billed by your contracted service provider.

  • QDo I need JavaScript and cookies enabled on my device in order to purchase Internet access?

    A

    Yes. The Internet purchase process uses JavaScript to ensure that your payment is secure. If your device does not support JavaScript, you will not be able to purchase Internet access using that device. If your device has JavaScript disabled, be sure to enable JavaScript before purchasing Internet access. Learn how to enable JavaScript on some common devices. Cookies should also be enabled on your device. Cookies are small bits of information that are stored on your computer by your web browser.

  • QWhat credit cards does the service provider accept as payment for Inflight Wi-Fi service?

    A

    Inflight Wi-Fi service currently accepts Visa, MasterCard, American Express, Discover, JCB. All charges are billed in U.S. dollars. Pay with your JAL card to receive a 10% discount.

  • QHow can I get a receipt for my Internet purchase?

    A

    If you purchase Internet access as a guest, a receipt will be sent to the email address you provide during the purchase process. Your receipt will include a transaction number, the date of purchase, the Internet access plan purchased and the total purchase amount.

  • QHow will Inflight Wi-Fi service charge show up on my credit card statement?

    A

    Your payment for Wi-Fi service will appear on your credit card statement as "Hotspot Pass"

Features and restrictions

  • QCan I use multiple devices with the Inflight internet service?

    A

    During the session time you have purchased, you may switch between devices such as a laptop computer and a smartphone within a single session, however you may not have multiple devices accessing the service at the same time during a session.

  • QCan I use my cell phone for voice communications while inflight?

    A

    We don't allow passengers to use the system for voice communication through a cell phone.

  • QCan I use VoIP (Voice over Internet Protocol) service for voice communications while inflight?

    A

    We don't allow passengers to use the system for voice communication through a cell phone.

  • QCan I send and receive text messages (SMS messages) with Inflight Wi-Fi service?

    A

    No, you cannot send and receive text messages at this time.

  • QCan I use the mobile network email service such as i-mode and sp mode of docomo,
    S!mail of Softbank and ezweb of au with Inflight Wi-Fi service?

    A

    No, You cannot use the mobile network email service such as imode and SP mode of docomo, S!mail of Softbank and ezweb of au.

  • QCan I participate in a videoconference while inflight?

    A

    Videoconferencing or voice communications is not allowed inflight.

  • QDo you allow Virtual Private Network (VPN) connections?

    A

    Yes, you can access your corporate network if you have access to a VPN client and a firewall. However, we cannot guarantee that the VPN will not be dropped if there are brief, intermittent losses in connectivity.

  • QDo you block any ports that I may use?

    A

    We may block Voice over Internet Protocol, Peer-to-Peer and Software Update.

  • QWhy can't I use streaming video websites?

    A

    Streaming video from a website requires extensive bandwidth and will not work as well on a plane as it does on the ground.

  • QDoes Inflight Wi-Fi service restrict what content I may view?

    A

    We use content filtering technology as we deem appropriate to ensure the best possible inflight Internet experience for our passengers.

Troubleshooting

  • QWhat should I do if I have trouble connecting to Inflight Wi-Fi service?

    A

    First, you should confirm that the aircraft and your device are Wi-Fi-enabled, and then try disconnecting and connecting again. If connection problems persist, we advise contacting your device manufacturer or your company's network administrator for continued support after the flight.

    How do I connect to Inflight Wi-Fi service with my iPhone, iPod Touch or iPad?

    1. Go to Settings and enable Airplane Mode.
    2. Tap "Wi-Fi" and then enable Wi-Fi, and connect to the "Japan Airlines" network.
    3. Hit the Home button and open your browser.

    How do I connect to Inflight Wi-Fi service with my Android device?

    1. Go to Settings and select "Wireless & Networks."
    2. Enable Airplane Mode and then turn on the Wi-Fi connection.
    3. Select Wi-Fi Settings and then select the "Japan Airlines" network.
    4. Open your Internet browser.

    How do I connect to Inflight Wi-Fi service with my BlackBerry device?

    1. Go to Manage Connections and disable Mobile and Bluetooth.
    2. Enable the Wi-Fi, select "Set up Wi-Fi" and then scan for networks.
    3. Connect to the "Japan Airlines" network, and then open your browser.
    4. Select "Wi-Fi Hotspot Login."
  • QWhat should I do if I lose my connection while browsing the Internet?

    A

    Although we don't anticipate that this will happen often, if you become disconnected, simply re-launch your browser to continue Web browsing.

  • QHow do I enable JavaScript on my device?

    A

    To enable JavaScript on a laptop (Mac or PC):

    Google Chrome®
    1. On the Web browser menu, click on the "Customize and control Google Chrome" and select "Settings."
    2. In the "Settings" section, click on "Show advanced settings..."
    3. Under "Privacy," click on the "Content settings..."
    4. When the dialog window opens, look for the JavaScript section and select "Allow all sites to run JavaScript (recommended)."
    5. Click on the "OK" button to close the window.
    6. Close the Settings tab.
    7. Click on the "Reload this page" button of the Web browser to refresh the page.
    Internet Explorer®
    1. On Web browser menu, click "Tools" menu and select "Internet Options."
    2. In the Internet Options window, select the "Security" tab.
    3. Click on the "Custom level..." button.
    4. When the "Security Settings - Internet Zone" dialog window opens, look for the "Scripting" section.
    5. In the "Active Scripting" item, select "Enable."
    6. When the "Warning!" window pops out asking "Are you sure you want to change the settings for this zone?" select "Yes."
    7. Click on the "OK" button to close the "Internet Options" window.
    8. Click on the "Refresh" button of the Web browser to refresh the page.
    Mozilla® Firefox®
    1. On the Web browser, click "Firefox" menu and then select "Options."
    2. In the Options window, select the "Content" tab.
    3. Mark the "Enable JavaScript" checkbox.
    4. Click on the "OK" button to close the Options window.
    5. Click on the "Reload current page" button of the Web browser to refresh the page.
    Safari®
    1. On the Web browser menu, click on the "Edit" and select "Preferences".
    2. In the "Preferences" window, select the "Security" tab.
    3. In the "Security" tab section "Web content," mark the "Enable JavaScript" checkbox.
    4. Click on the "Reload the current page" button of the Web browser to refresh the page.

    To enable JavaScript on a smartphone:

    Android
    1. Click on the "apps" option on your phone and select the "Browser" option.
    2. Click the menu button in the browser and select "Settings" towards the bottom of the menu screen.
    3. Select "Advanced" from the Settings screen.
    4. Check the box next to "Enable Javascript" to turn the option on.
    iPhone
    1. Go to the Home screen by pressing the Home button or by unlocking your phone.
    2. Press the "Settings" button.
    3. Select "Safari" from the "Settings" menu.
    4. Turn on JavaScript by touching the JavaScripttoggle.
    5. Press the "Home" button to return the iPhone home screen.
    6. Select the Safari icon to return to Safari. If JavaScript is enabled, the dialer registration and login will not generate an enable JavaScript warning.

For inquiry

Inflight internet access service on international flights is provided by T-mobile.
For questions regarding this service, including account registration or technical problem in connectivity, please contact below.

Contact by e-mail

Contact by phone

Toll-free in Japan (Japanese/English)

0034-800-401148

* IP phone is not supported.

For international call (Japanese/English)

86 1059240079

* Phone charges (if any) will be appled to the caller.

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