About JAL Group's Passenger Service System transformation implemented on November 16, 2017

JAL Group's Passenger Service System was transformed successfully on November 16, 2017.
Learn about the related handling changes below.

Updated on May 8, 2018

Changes in JAL website and mobile site

Effective date: November 16, 2017

Service to be changed Until November 15, 2017 (Wed) From November 16, 2017 (Thu)
Reservation not including logged in member

Reservation service is only available only if the logged-in member is included.

Reservation service is possible even if the logged-in member is not included. Please remove the check box under "Please remove check if member does not board".

Reservation for multiple cities

Only round trip/one way/open-jaw itinerary can be booked.

You can now search the itinerary freely just by specifying the date and segment.
Please see below for more details.

Search multi-city/stopover itinerary

Advance reservation for inflight meals

Inflight meal reservation service is only available for Business Class.

Inflight meal reservation service is now available for both First and Business Class.

Reserving different classes for departure and arrival flights

Round trip reservations can be booked in the same cabin class.

You can now make reservations of combining fares of different classes for round trip journey on outbound and return flights.

  • *It is not available from (Search multi-city/stopover itinerary).
  • *It may not be available depending on the class(fare) .
Reserving flight only

Reservation and purchase of the flight is necessary.

JMB members' can now complete by reservation only.
(Please purchase by the purchase deadline of air ticket.)

Reservation change / cancellation, refund

Reservation change / cancellation, refund function is not available for the web.

Reservation change / cancellation, refund function is now available for the web. *1

Reservation change / cancellation, refund using smartphones

This function is not available for the English web sites.

Reservation change / cancellation, refund, seat selection and other functions are now available on smartphones. *1

  • *1 Customers who have booked international flights with ticket issued on/before November 15, 2017 (Wed) will no longer be able to change or cancel/refund their bookings on the JAL website and mobile site. In addition, tickets that were booked, purchased or changed at JAL call center or airport/city ticketing counters after November 16, 2017 (Thu) cannot be changed, cancelled or refunded on the JAL website and mobile site.

E-mail notification about reserved flight

Effective date: November 16, 2017

E-mail notification about flight reservation will be sent as current even after November 16, 2017.
You will receive notification about each update in your reserved JAL Group flight at the e-mail address that you registered to your booking.

  • *E-mails will be sent separately for each change or update. For example, you will receive an e-mail for schedule change, and another one for seat change if both apply to your flight.
  • *Symbols that can be used in e-mail address will be limited to period (.), andhyphen (-), underscore (_), and at-sign (@). If you have registered an e-mail address with other symbols rather than above, e-mail notifications about your reserved flight (including operation information) will not be sent after November 16, 2017 (Thu).

Changes in application of fare and
charge at the time of ticket change

Effective date: November 16, 2017

Fares and charges applicable on the date of travel commencement at the time of ticket issuance are applied to tickets.
When there is increase/decrease in fare or charge after a ticket purchase, the fare and fuel surcharge/insurance surcharge applicable at the time of ticket change are changed.

Changes until November 15, 2017 (Wed) Changes from November 16, 2017 (Thu)

Fare

Before commencement of travel,

  • when change occurs to the first international sector, the fare applicable at the time of change is applied.
  • when change occurs to sector other than first international sector, there will be no change in applicable fare.

(Example)
Sappor-Tokyo-London-Tokyo-Sapporo

When changing the first international sector, the fare applicable at the time of change is applied.

Before commencement of travel,

  • when change occurs to the first sector, the fare applicable at the time of change is applied.
  • when change occurs to sector other than first sector, there will be no change in applicable fare.

(Example)
Sappor-Tokyo-London-Tokyo-Sapporo

When changing the first sector (including domestic route), the fare applicable at the time of change is applied.

Fuel surcharge/ insurance surcharge Same as fare.

Before commencement of travel,

fuel surcharge and insurance surcharge applicable at the time of change is applied.

After commencement of travel,

there will be no change in applicable fuel surcharge and insurance surcharge.

Changes in Ticketing Service Fee

Effective date: November 16, 2017

The fee name and application of Ticketing Service Fee upon new ticket issue and ticket change will be changed.

Until November 15, 2017 (Wed) From November 16, 2017 (Thu)

Name

Ticketing Service Fee

Ticket Service Fee

Applicable Ticketing Process
  • New ticket issue
  • Ticket changes
  • *Reissue of tickets is necessitated by change of fare/tax/charge or route change. For reissue, Ticketing Service Fee applies per ticket.
  • New ticket issue
  • Ticket changes
  • *Regardless of the necessity of ticket reissue, for changes after the ticket purchase, Ticket Service Fee applies per ticket.

Changes in web check-in

Effective date: November 16, 2017

The following changes will be applied to web check-in.

Until November 10, 2017 (Fri) From November 16, 2017 (Thu)
Available services
(by time)

From ticket issue to 72 hours prior to flight departure: Receive boarding pass by e-mail

From 72 hours to 1 hour prior to flight departure: Web check-in

From ticket issue to 24 hours prior to flight departure: Web check-in advance registration (automatic check-in)

From 24 hours to 1 hour prior to flight departure: Web check-in

  • *Web check-in advance registration (automatic check-in) is a new service starting from December 15, 2017 (Fri) 8:00 (Japan Standard Time).
Mobile check-in

Smartphone: Available
Feature phone: Available

Smartphone: Available
Feature phone: Not available

Applicable flights

International flights operated by JAL

  • *Web check-in is not available for Japan domestic sector included in an international ticket.

JAL Group flights

  • *For international ticket including Japan domestic sector(s), web check-in is available for the flight connection from international flight to Japan domestic flight.
    However, web check-in is not available for the Japan domestic flight connecting to international flight.
Required information for identification
  • JMB membership number
  • Password
    OR
  • Passenger name
  • Flight number
  • Departure date
  • Reservation Number or Authorization Number
  • Passenger name
  • Flight number
  • Departure date
  • Reservation Number, Authorization Number, or Ticket Number (e-ticket number)
  • *JMB membership number cannot be used for identification.
Seat selection

Seat number cannot be modified after completing web check-in.

Seat number can be modified even after web check-in is completed.

Cancelation of web check-in

Web check-in cannot be canceled.

Web check-in can be canceled. (If you have applied automatic check-in, cancelation can be requested from 24 hours prior to flight departure.)

Formats of boarding pass
  • Home Print Boarding Pass
  • Mobile Boarding Pass
  • Home Print Boarding Pass
  • Mobile Boarding Pass
  • Wallet (Pass registration on iPhone/iPad)

Web check-in is not applicable in the following cases.

  • Cases not applicable for web check-in

    • Passenger requiring special assistance at boarding
      • *Passenger traveling with an infant (under 2 years old) may select seats on web check-in, but is required to collect the boarding passes at the check-in counter.
    • If passenger is using tour/package ticket with another passengers of the same first and last names in the same booking
    • If the Reservation Number for JAL flight is not registered in the booking Please make sure to input the Reservation Number for JL/Japan Airlines flight
      • *For bookings made by travel agents, the Reservation Number issued by their systems may differ from the one for JAL flight.
    • If the Authorization Number is not registered in the booking
      • *Please check with your travel agent where you purchased the ticket.
    • Some tour/package tickets not eligible for web check-in
      • *Please check with your travel agent where you purchased the ticket.
    • If the flight information in the booking has been updated due to reservation change, but the flight information in the ticket has not yet been updated accordingly
    • Passenger traveling to the U.S. and holding a valid and unexpired U.S. visa.
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