The JAL also has a last name/family name as the first input followed by the first name. This is due to the majority of naming culture in the country. For the fare bucket, they do have clearly indicated the change fee, what are not included, and the website has written the phone fee.
However, the only thing I would like to complain will be the baggage addon for the cheapest domestic economy option.
To be honest, after have extensive experience in service section, I never trust the complaint from my country's people.... for a severe reason