All About the JAL Group - At the Airport / Onboard

Provide notification of delays, cancellations and diversions
Although we aim to operate all flights safely and on time, it is sometimes necessary to delay, cancel or divert our flights due to various reasons such as congestion at the airport and bad weather. In these cases, we are dedicated to give all customers, whether at the airport or on board an aircraft, the best available information as quickly as possible.

When major delays or cancellations are experienced and we are unable to provide transportation to the final destination on the expected arrival date due to events within our responsibility, we will provide accommodation subject to availability. Regardless of the circumstances we are dedicated to ease your inconvenience and burden as much as possible

If a flight is delayed or cancelled due to events beyond our control, such as bad weather, we will offer assistance to make arrangements for services such as the accommodations etc., however incidental expenses will not be provided.

In case of long onboard ground delays and customers do not have access to an airport terminal, we will make sure that customers are provided with water, restroom facilities, medical assistance and food, as necessary, according to our flight operations standards.

Baggage delivery
We will make every effort to ensure that checked baggage travel on the same flight. In the event checked baggage does not arrive on the same flight please notify an agent at the arrival airport and provide the necessary information. Based on this information, we will try to locate the baggage and do our best to return it to you as quickly as possible using delivery services at our own expense. We will also provide customers with information relating to the missing baggage, as appropriate, until it is returned.

Baggage liability
We will compensate for lost or damaged checked baggage within baggage liability limits according to laws and regulations applicable to baggage-related accidents. The liability limits vary by itinerary and country of departure. However, in case customers have submitted a declaration in advance of baggage of personally high value and paid the applicable charges, we may compensate beyond the baggage liability limits.

Accommodate customers with special needs
We will do our best to assist customers with special needs, such as customers traveling with infants, accompanied minors, elderly customers, expectant mothers, customers with disability and customers who are ill or injured, so that they may travel safely and in comfort throughout their travel experience from the time of “reservations” to “departure airport” to “on board an aircraft” to “the arrival airport.”

For customers with disability and ill or injured customers, the Priority Guest Center will assist those planning to board our international and domestic flights. For customers planning to board our domestic flights, and traveling with infants, unaccompanied minors, elderly customers, expectant mothers, the Smile Support Desk will exclusively be of assistance. Please inquire with JAL’s Reservations Center for further details.

Overbooking
We take extreme care in controlling reservations to ensure that our limited number of seats are used effectively and to enable as many customers as possible to use our flights. In reality, however, some customers with reservations are not always accommodated on their confirmed flights due to situations on the date of departure. The JAL Group, like most airlines, overbooks flights. That is, we accept more reservations than there are seats available. Though we have data of travel trends by route, hour and season, and adjust reservations accordingly, on very rare occasions, we cannot provide seats to all customers. In such cases, we may, according to internal regulations, arrange alternative means of transport or offer a boarding compensation to customers who voluntarily surrender their confirmed reservations.

The JAL Group Service Commitment top

Previous Next