Regarding high call volume at JAL call center and the change of business hours affected by COVID-19 (Last Updated May 17, 2022)

Thank you for flying with Japan Airlines.

Due to the impact of COVID-19 infection and the situation in Russia and Ukraine, JAL Group has suspended or reduced flights.

In particular, immediately after we send an e-mail to the customers to whom we have sent the e-mail to change their reservations, we receive a large number of inquiries regarding ticket changes and refunds, and the JAL Inquiry Office has become overcrowded, making it difficult to get through.

We are also receiving an increasing number of inquiries by e-mail, and we are replying to them in the order in which they are received, starting with customers whose departure dates are near.

Therefore, it may take a few days for us to reply.

Reservations can be changed or refunded through the website. If you are unable to do so, please use the refund form on this page.

If you are not eligible, please complete the procedures before departure.

If you have reservations for a date in the future, please contact us in a timely manner.

In the event that the inquiry counter is busy and difficult to reach, reservation changes and refunds can be made on or after the day following the scheduled departure date of the reserved flight. (except for package tours).

In order to prevent the spread of COVID-19, we are adjusting our system by changing the business hours of some of our contact points.

We sincerely apologize for any inconvenience this may cause and ask for your kind understanding on this matter.

Change of business hours

The following contact points will change their business hours.

We will keep you informed on this web page if there are any further updates.

Domestic Reservation & Information

Change of business hours

〔From April 28, 2021 (Wednesday)〕 8:00 AM to 8:00 PM (Open 365 days a year)

  • JAL Reservation & Information
  • Special Assistance Desk for Traveling with Babies or Small Children, Children Traveling alone, Expectant mothers and Elderly cusotmers
  • Dedicated Reservation Desk for most frequent flyers

International Reservation & Information

International Reservations and  Information are business as usual.

8:00 AM to 7:00 PM (Open 365 days a year)

JAL Plaza Yurakucho Ticketing Office

Change of business hours

〔From April 28, 2021 (Wednesday)〕  10:00 a.m. - 5:00 p.m. (Weekday/Weekends)

Other call centers rather than above may have changed business hours. Please check with the respective call center for more details.

If you would like to change or refund your Flight ticket.

You may proceed ticket refund through JAL Website. 

In case you are unable to proceed, you can submit your request for ticket refund thrugh this online form.

Also, please see below for information on changing reservations for international flights.

In addition, please see below for information on ticket changes/refunds due to Flight Disruptions caused by COVID-19.

May 17, 2022

Japan Airlines