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

All business hours are in local time.

U.S.A. & CANADA

BRAZIL

MEXICO

GUAM

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

Passengers who have reserved/purchased a domestic flight ticket independently Open

U.S.A. & CANADA

Reservations and Information / JAL Mileage Bank Center Open

Involuntary reservation changes and ticket refunds

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.

If the reserved flights are schedule changed or canceled
If you are unable to fly due to illness or injury
(Refund without fee based on uploaded submission of a doctor's note.)
Customers who have obtained an application number at the Contact Center

Refund form for International Tickets

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

Chat Auto-Response Service Information

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

FAQ

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

1-800-JAL-FONE (1-800-525-3663*)

Telephone (Outside the US / Canada)

+1-310-607-4160

(charges apply)

TOP FLYER LINE

1-866-867-3597

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.

Other Contact Information

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

Arrival & Departure Information (Intl. Flights) Open

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.

For more information about the National Relay Service

BRAZIL

Reservations and Information / JAL Mileage Bank Center Open

SAO PAULO

Telephone

61₋2017-5868

(Reservation and JAL Mileage Bank) (Japanese / English)

Please see "U.S.A" about Office Hours
Toll-Free number is connected to JMB Center in the U.S.

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.

If the reserved flights are schedule changed or canceled
If you are unable to fly due to illness or injury
(Refund without fee based on uploaded submission of a doctor's note.)
Customers who have obtained an application number at the Contact Center

Refund form for International Tickets

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

Chat Auto-Response Service Information

Portguese

<55>(011)3149-3005

(Reservation&Information)

<55>(011)3149-3001

(JAL Mileage Bank)

Open hours 9:30-12:00 13:00-18:30 Brazil SAO time / except Saturday, Sunday and holiday.

Address

Mailing address for supporting document to JAL Mileage Bank

Alameda Santos, 647, conjuntos 171 e 172, Cerqueira Cesar, São Paulo – SP, CEP: 01419-001

MEXICO

Reservations and Information / JAL Mileage Bank Center Open

GUAM

Important notice

The Cantonese language service will end on September 8, 2025.

Reservations and Information / JAL Mileage Bank Center Open

Japanese language

Reservation, Ticketing and JMB

Telephone

1-866-299-0423

No roaming cellphones

Office Hours

Daily 10:00-20:00

# JAL Mileage Bank Service hours
Monday - Friday 11:00 - 19:30
(Closed on Saturday, Sunday, Japan public holidays and Japan New year's holiday 30DEC - 03JAN)

English / Putonghua Language

Reservation, Ticketing

Telephone

+12098165720

No roaming cellphones

Office Hours
Daily 10:00-20:00

# JAL Mileage Bank Service hours
Monday - Friday 11:00 - 19:30
(Closed on Saturday, Sunday and Public Holidays in Hong Kong)

Cantonese Language

Reservation, Ticketing

Telephone

+12098165720

No roaming cellphones

Office Hours

Monday - Friday 11:00 - 19:30

(Closed on Saturday, Sunday and Public Holidays in Hong Kong)

# JAL Mileage Bank Service hours
Monday - Friday 11:00 - 19:30
(Closed on Saturday, Sunday and Public Holidays in Hong Kong)

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.

If the reserved flights are schedule changed or canceled
If you are unable to fly due to illness or injury
(Refund without fee based on uploaded submission of a doctor's note.)
Customers who have obtained an application number at the Contact Center

Refund form for International Tickets

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

Chat Auto-Response Service Information

the JAL website (Departing from Guam)

JAL Group Offices and Contact Us

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

Reservations and Information / JAL Mileage Bank Center