Originally Posted by ecrispy

Its impossible to reach support. They have no online chat, only a contact number. I've called multiple times, every time its been over 1 HOUR on hold, closer to 2, and half the time the call is disconnected. I managed to reach someone twice after many many tries over multiple days. I've never had such horrible wait times anywhere, definitely no other airline. They only open 8am-4pm, what kind of international airline does this? The local number given for India reaches someone in Hong Kong office for gods sake.

The agents I did reach were clearly japanese and had trouble with english, had a heavy accent which would be a huge problem for most people. I had to give up with one and the other time the call got dropped.

I'm not happy at all. There is no other way to reach someone there for any help.

(just to be clear - its the hardest to reach CS. I can't actually comment about service in person at their offices, the flight service was great)

Originally Posted by CPH-Flyer

It is an interesting case of Japanese companies and their phone lines. Your point has been raised several times for JAL, and pops up ever so often in the ANA forum.

The general hint is to call right when the lines open, or if you have a decent priced VoIP solution, try the Japan number. Though with all of the website issues right now, the Japan number might not be the greatest hint.