777Cat3b

WCAG 2.0 implementation issues, which only affects the US site given that it is a US law.

susiesan

I am ticketed on JL flights. Why would I fly AA if I could fly JL? Everything about JL product is vastly superior to AA product. Besides, AA never has premium seats to NRT available for award travel.

lizs

Thanks! Was able to OLCI by selecting English version of Hong Kong site with no problems from US! To Tokyo in First Clas here we come!!! (can you tell this is my first time )

angra

I'm a brand new JAL customer, just booked my first flight on them this week. It's an intra-japan flight, and I'm not able to do anything (in particular get a seat assignment) with the reservation online. I suspect it's because of this issue - does that sound right? If I log in via the Americas region, the outage notification comes up if I click on "seat assignment", and if I log in via the HK or Singapore region, I get "Please confirm the following. Seat selection was unsuccessful." in a big red box if I click on seat reservation.

I've done a couple of 30 minute phone holds so far without successfully connecting to a human.

Am I correct that I am likely running across the same problem others in this thread are? If so, is there a working solution? I don't know the address of the mobile site yet.

JALPak

You will need the 4 digit PNR or call.

angra

Thanks - if I may impose further: where can I find the 4 digit PNR? Once I have it, what can I do with it? I'm able to get to the point where I can see my reservation details with the 6 digit PNR that appears in my receipt/eticket, I just get the outage notice window when I try to do seat selection (or a plain error if I go in via HK/Singapore).

Are there times when the US phones have lower call volumes? I've attempted two calls so far, but I have not been able to allocate more than 30 minutes to waiting on hold yet...

JALPak

That's the PNR for the domestic reservation system. You can access your records on jal.co.jp/en.

You can try it first opens in the morning.

stephem

I'm curious if you know this for sure, it would be very interesting. I'm not aware of a warning or complaint against them and generally you see lots of public pressure from the NFB here in the US before any kind of formal complaint is made. There are so many sites which are just terrible from an accessibility standpoint, I'm surprised if JL is pretty much closing shop for a few months over this.

bennos

I'm interested as well, as WCAG itself isn't US law, it's a W3C recommendation. It appears to have been referenced in various ADA compliance lawsuits, but I don't think the ADA itself cites it, especially since the ADA predates WCAG 2.0 by about 18 years. The ADA settlements all seem to be "make your website compliant", not "take it down until it is compliant".

777Cat3b

DOT regulation Part 382 states that all airline websites offering services in English in the US must be WCAG 2.0 level AA compliant by December 12 2015.

susiesan

Something is seriously wrong with JL in the US. I have also been on hold over 30 minutes 4 different times I called in to reserve a meal for an upcoming F flight. How does JL expect to do business with US customers if they never answer their phones?

JALPak

Time to re-route to CX if you are really that upset. Not worth spending months of pissing off about this. Just my 2 cents.

Or you could try call at a different time when it is less busy. Or better, use the work around provided already to do this online.

susiesan

The workaround is for OLCI. I not concerned with that as my JL flight is after a UL flight from CMB-NRT so I will already be checked in. And I already have seat assignments. I just need to request a meal. Want to be sure they load on enough of the Japanese meals.

I have called at different times of day. I sent an email through their customer service report requesting the Japanese meal in F. I don't see any other way to make this request online.

JALPak

Did you try calling at the time I suggested earlier?

susiesan

You said call when it opens first thing in the morning. Which time zone?