Regarding high volume at JAL contact center and Frequently Asked Questions (Last Updated November 6, 2023)

Thank you for flying with Japan Airlines.

Contact center congestion (phone calls and e-mail)

We are also receiving an increasing number of inquiries by e-mail, and it may take several days to reply.

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

Please note that the following may resolve your question.

FAQ (Japan Region)

Please check out the latest information on international flight plans below.

Latest Information on International Flights

(Domestic Flights) Information on JAL website operation

Open

To customers who want to make changes or refunds

Open

If you have applied for a package tour or purchased a ticket through a travel agency or another airline company, please contact their office.

The JAL Group offers the following special handling:

Domestic

Handling of air tickets

Ticket Refund and Cancellation Charges

Procedures on the website

Refunds for cancelled flights will be issued without charge.

Change/refund for domestic tickets (Website)

In the following cases, please apply for a refund before the departure of your reserved flight using the web form below.

If you have an air ticket that is not refundable on the website
If you are unable to fly due to illness or injury
(Refund without fee based on uploaded submission of a doctor's note.)

Refund form for Domestic Tickets

International

Handling of air tickets

Involuntary reservation changes and ticket refunds

Handling of changes for our operations on European routes

Reservations that do not qualify for the above handling can be changed or refunded in accordance with the fare rules for airline tickets.

Fares

Procedures on the website

Refunds for cancelled flights will be issued without charge.

Change/Refund for international tickets (Website)

Refund for International tickets (Website)

If you have an air ticket that is not refundable on the website, please apply for a refund before the departure of your reserved flight using the web form below.

Refund form for International Tickets

To customers who want to have receipts and boarding certificates issued

Open

Change of business hours

Open

November 6, 2023

Japan Airlines

Regarding high volume at JAL contact center and Frequently Asked Questions (Last Updated November 6, 2023)

Contact center congestion (phone calls and e-mail)

(Domestic Flights) Information on JAL website operation

To customers who want to make changes or refunds

Domestic

Handling of air tickets

Procedures on the website

International

Handling of air tickets

Procedures on the website

To customers who want to have receipts and boarding certificates issued

Change of business hours

Domestic Reservation & Information

JAL Plaza Yurakucho Ticketing Office

From January 4, 2024 (Thursday)

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JAL Group

Regarding high volume at JAL contact center and Frequently Asked Questions (Last Updated November 6, 2023)

Contact center congestion (phone calls and e-mail)

(Domestic Flights) Information on JAL website operation

To customers who want to make changes or refunds

To customers who want to have receipts and boarding certificates issued

Change of business hours

Travel tips and extra

Follow us on