Introduction of JAL Chat Support

About JAL Chat Support

JAL Chat Support will answer your inquiries with a chatbot.
Contact our operator if our chatbot does not have the answer to your inquiries.
The working hours of our chat operators can be found on the Help & Contacts page.

Select location and language

Subject Matter

Domestic and International Flights

Reservations, purchases, and information on airline tickets (such as reservations, changes, cancellations, seat assignments, and others)
Various services such as boarding support for children traveling alone or customers traveling with pets, international inflight meal reservations, to name a few.
Flight status

New award reservation and ticket issuance must be made over the phone or cannot be made.
Please contact the tour office for tour products.

Mileage

Inquiries about mileage

Depending on the inquiry, we may ask you to call us.
Operators will respond to inquiries only from Japan.

How to use

The JAL Chat Support is available from the Help & Contacts page.

Select location and language

Click here for the chatbot operating instructions Open

STEP1 Launch the chatbot from the icon* in the lower right corner of the Help & Contacts page

After launching the chatbot, press "start chat".

the icon：start chat

STEP2 Select an item or enter your question

Please select your inquiry from the options below.
You can also enter a short description of your inquiry in the "Enter a keyword" field.
Please selelct "Return to main menu" If you want like to select another option.

Please refrain from entering your name, membership number, reservation information, or credit card number before being connected to our operator.

Examples of keyword searches

Is fruit allowed on board?
Receipt

STEP3 Check the response

The following is a list of possible answers to your inquiry. After making your selection, please confirm your response.
You can also check the Reference FAQs.

STEP4 Chat with an operator when the chatbot is not responding to your question

Please select "Contact operator via live chat" from the options.

If "Contact operator via live chat" is not displayed,
please use the questionnaire to check the status of the problem.

STEP5 Start chatting with operator

You may need to enter the booking information before chatting with an operator. Please follow the guidelines to enter your information. The operator will contact you when it is your turn.

[Exclusive to URL recipients] Click here for internet call instructions Open

On Using this Service

The personal information of our customers are protected in accordance with the JAL Group's Basic Policies on Information Security and Protection of Personal Information.

Protection of Personal Information by Japan Airlines

Below is the recommended environment.

Recommended Environment

When using the internet call service, the "Prevent Cross-Site Tracking" setting on your device should be turned OFF.
Additionally, cookies in your browser settings need to be enabled if they are currently disabled, since this service requires cookies.
Please be assured that your data will not be used for any other purposes.

FAQ

I used Change Location and Language on Help & Contacts page, but my preferred language was not reflected on the chat screen. Open

Please restart the chatbot to change the language.

Follow the below instructions:

Select "End chat" from "⁝" in the upper left corner of the chat window.
Click the "X" button in the upper right corner of the chat window.
Click the chat icon in the lower right corner of the Help & Contacts page to start chat again.