Regarding high call volume at JAL call center and the change of business hours affected by COVID-19

Thank you for flying with Japan Airlines.

To prevent the spread of the Coronavirus infection, we are changing our business hours at the following contact points.

Due to high demand, we're experiencing some delays in call wait times and the processing  email.

We sincerely apologize for the inconvenience and appreciate your understanding.

You may request to extend the validity of your ticket without a new itinerary or request to refund for the tickets eligible for special handling.

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

8:00 AM to 7:00 PM (Open 365 days a year) * From April 11, 2020 (Saturday)

  • 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

11:00 AM to 6:00 PM (Mon-Fri), 11:00 AM to 5:30 PM (Sat/Sun/Holiday) *From June 1, 2020 (Monday)

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. 

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

If you are holding an eligible ticket, and have not requested for refund, you may request to extend the validity of your ticket without a new itinerary.

For Japan domestic tickets, you can change date of your flights or you can extend the validity of your tickets through JAL website.

Please note that there may be times where we refrain from replying to you when the refund operation has been processed already through JAL web site or our call center,though you apply refund by e-mail or this link.

August 6, 2020

Japan Airlines