It's been 10 years since I last flew international F, so I can't comment on whether your experience is commonplace. But I would suggest you send JL an email with your comments. I think they will take it seriously. (There is a place on their website where you can submit comments. The one time I had a serious complaint, their website people were very responsive. Much better than the telephone reps who blew me off. And yes, I am fluent in Japanese, so no communication issues here either.) .