The title of this thread sounds way too dramatic. Post pandemic, quality of customer services has deteriorated at nearly all airlines, and indeed across the board way beyond the airline sector. Getting a human being on the phone is much, much harder than it used to. On the technology front, has JL ever had great IT in the past? Part of it may be cultural. Software coming out of Japan in general may be highly informational with lots of details, but none that I can think of would be considered the most user friendly.