Regarding high call volume at JAL call center and the change of business hours affected by COVID-19 (Last Updated January 8, 2021)

Thank you for flying with Japan Airlines.

In response to a state of emergency , the following additional special handling is applied on JAL domestic flight tickets. Therefore, JAL contact is currently very crowded and it is difficult to connect. Due to the high volume of inquiries from email, it may take several days to respond. If you are not in a hurry, please kindly contact us after February.

In addition, to prevent the spread of the Coronavirus infection, we are changing our business hours at the some contact points. 

The JAL Group will introduce telework at some contact center. It makes new measures to prevent the spread of COVID-19 and improve the situation that it is difficult to get through on the phone during the disasters. Because of limitation in the telework environment, it may take some time to answer depending on the content of your inquiry.

We sincerely apologize for the inconvenience and appreciate your understanding.

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

〔Until January 11, 2021 (Monday)〕 7:00 AM to 8:00 PM (Open 365 days a year)

〔From January 12, 2021 (Tuesday)〕 8:00 AM to 7:00 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

〔Until January 11, 2021 (Monday/Holiday)〕 10:00 AM to 6:00 PM (Mon-Fri), 10:00 AM to 5:30 PM (Sat/Sun/Holiday)

〔From January 12, 2021 (Tuesday)〕 10:00 AM to 5:00 PM (Mon-Sun/Holiday)

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 due to COVID-19 situation

You may proceed ticket refund through JAL Website. 

We’ve provided refund form for the tickets eligible for special handling. Please use the following form for your request.
This form is for reservations that has not been refunded.
We will not respond to reservations that has already been refunded or reservations that you refunded yourself after applying. Thank you for your understanding.

January 8, 2021

Japan Airlines