JAL Group Offices and Contact us in U.S.A. and CANADA

  • All business hours are in local time.


Reservations and Information / JAL Mileage Bank Center


To customers who wish to receive a refund.


We have prepared refund form for tickets that cannot be refunded through the website below.

If you have a ticket that cannot be handled on the website, you can apply for a refund from the following link.

  • In the event of flight cancellation due to flight reduction or bad weather

We also encourage you to make use of our auto-response chat service.

For inquiries, comments, or complaints regarding JAL's services, including airport services, in-flight services, reservations ticketing, flight operations, and JAL Mileage Bank.

By Email

Queries other than JMB related matters

  • Please allow us some time to reply to your email inquiries.
  • If your mail inquiry is already solved through other channels such as phone calls, or if your boarding date has already passed we may not reply to your email.
  • Under the submit document inquiry category, attachments can no longer be accepted. Please provide your detailed inquiry and Japan Airlines will respond with the necessary guidance.

Your understanding is appreciated.

For JMB Members

For Non-JMB Members

Japanese / English Language


Telephone (Outside the US / Canada)

(charges apply)


Office Hours

Reservations & Information (including award ticket, baggage, lost and found)

Daily 05:00-16:00 (U.S. Pacific Time)


JAL Mileage Bank Center (No change)

Mon.-Fri. 09:00-16:00 (U.S. Pacific Time)

Sat. Sun. and U.S. Holidays closed


TOP FLYER LINE (No change)

Mon.-Fri. 8:00-16:00 (U.S. Pacific Time)

Sat. Sun. and U.S. Holidays 8:00-15:00 (U.S. Pacific Time)


U.S. Eastern Time: +3hours

U.S. Central Time: +2hours
Hawaiian Time: -2hours (DST) -3hours

We will be introducing remote working for some agents in the American Region Contact Center.

Due to the limitation within this working environment, it may take longer to answer your call, depending on the content of your inquiry. 

We sincerely apologize for the inconvenience and appreciate your kind understanding.

  • To apply to become a JAL Global Club member, please click "Other Contact Information" to submit your application.

Pre-recorded Arrival & Departure Information (Intl. Flights)

  • Customers in the U.S. who are deaf or who have a hearing or speech impairment and who use a text telephone (TTY) can call via the National Relay Service by dialing 711. The relay operator at the National Relay Service will assist customers by contacting Japan Airlines.


Reservations & Information


Please refer to the following JAL office and JAL representative listings.





JML Diamond, JGC Premier & JMB Sapphire members and JAL Global Club members