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The JAL Group believes that, in addition to the conventional requirements of safety, on-time performance and comfort, airlines will be expected to provide service that meets the individual needs of each customer in a timely manner. We aim to satisfy our customers expectations and create additional value for the customers. Especially, in the area of customer service, we have been conducting a Service Quality Survey on board JAL international and domestic flights since April 2003, and have analyzed our Customers’ Comments that reach us. Based on our findings, we are making group-wide approaches to realize concrete service improvements.
The JAL Group, aiming to become of the world’s top class airline in terms of both quality and operations, operates numerous flights daily and does its utmost to provide on-time and comfortable flights for all customers. Although we are successful in this effort most of the time, there are times when things do not go smoothly and we are unable to fulfill our customers’ satisfaction. Irregularities could happen due to events within our responsibility and events which are beyond our control, such as weather conditions and congestion at the airport. Therefore, the JAL Group has established a Service Commitment to inform our customers in advance of the contents of our service, which we are dedicated to provide, amid unpredictable and uncertain situations at the time of your flight.
The JAL Group Service Commitment covers the following topics
* Offer the lowest appropriate airfare
* Establishment and purchase time limit of various discount fares
* Provide prompt ticket refunds
* Provide notification of delays, cancellations and diversions
* Baggage delivery
* Baggage liability
* Accommodate customers with special needs
* Overbooking
* Respond to customer comments
* Provide customers with related information
* For a safe and pleasant flight
This Service Commitment will be reviewed and changed, as appropriate, in line with improvements in service quality, which the JAL Group endeavors to achieve.
We would like to thank you for your continued patronage of Japan Airlines Group and ask for your future support.
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Message from President & CEO
Company Profile
History of JAL
