JAL App for iPhone is absolutely horrible. I think several of us have seen a downward turn in customer service with JAL. We fly JAL at least 15 to 20 times a year as Contractors working in Japan. Most of us frequently travel back and forth to USA. However, it was just discussed we may need to look at better service. This app has nothing to do with that decision. The JAL iPhone app is absolutely horrible. But, the service on flights (not directly related to COVID protocols. The service has been less than desirable for the amount of money we are paying for airline tickets. I agree with our companies decision and with using other carrier in the near future. I counted 27 other negative reviews concerning JAL customer service. It’s pretty sad to see an airline that was at the top of the pack fall so far below the competitors.

Knowing all the information needed to find my booking, including my flight number, date of travel and booking number, it took more than 20 tries entering my name, and information over and over trying to retrieve my booking. The app kept saying that my information was incorrect. The app asked for, my last name and my first name as well as the other details of the flight and booking number but, the problem arises when the booking is actually including the middle name as listed on the passport and the app doesn’t ask for the middle name. I found that I had to include my middle name with my first name and no space in between in the box on the app asking only for my first name. Finally, when I capitalize my first name and attach My middle name, also capitalized, with no space in between, I was finally able to retrieve my reservation.I think the app could be improved by adding a separate box for middle name, if the reservation was made with middle name as it’s listed on the Passport.

I just loaded the JL app on my phone It has always been a process to get seating for one world carriers using other carriers mileage tickets on japan airlines for a portion of the trip. I used this app for the first time a few days ago to get the seating on the JL flights. it was very easy and pulled up the seating map for each flight allowing me to choose the available seat that was best for my needs.

This past Wednesday, early in the morning I was flying out through Chicago to Japan and then to the Philippines. I started getting alerts about a possible tsunami hitting Japan, and airlines would possible be closing airports and suspending flights. I went back to American Airlines, their subsidiary partner who JAL uses, and the representative said all computers for JAL are down, and they do not know what is going on. I called Expedia, who I booked the flights with, and they said they can not contact JAL, all computers are down, and contacting them was impossible. I had a dilemma? Fly to Chicago and then be told why would you go there when Japan was under a tsunami warning and you could not confirm if flights were allowed, or I could not go. I chose not to go, and of course it was the wrong choice.Expedia called JAL and told them what happened, including the blackout of information and no way to contact JAL.JAL said they are not at fault for anything, and accepts no blame for my missed flights and my money lost.