Information regarding congestion at the American Region Contact Center (Phone and e-Mails)

Thank you very much for your continued support of the JAL Group.

We are currently experiencing a higher than usual number of inquiries in both our phone and email channels. 
As such, you may experience prolonged wait times. 
Please rest assured that we are doing our utmost to address every inquiry as quickly as possible. 

We sincerely apologize for the inconvenience caused by this situation.

For changes and refunds

Reservations can be changed or refunded through the JAL website. 
If you are unable to be refunded on our website, you can use the refund form below.
If you have a ticket that is unable to be refunded on our website or the refund form, you can request a refund by calling the JAL International Customer Contact Center within the period specific.
Special refund service will be available for eligible tickets even after the scheduled departure date within the following period.

  • Before departure of your first flight: Within one year and 30 days (*) of the ticket issuance date.
  • After departure of your first flight: Within one year and 30 days after the departure date of the first flight in your itinerary.
  • If you have a JMB partner airline award ticket or a oneworld award ticket, please contact us within one year after the ticket issuance date.

If you purchased your ticket through a travel agency or other non-JAL source, please contact the place where you purchased your ticket.

May 22, 2023
Japan Airlines