Unimatrix One

My bad experiences were with the call centers here in Japan. They left me with such a bad impression that I stopped feeling any loyalty toward JAL. And the mileage devaluation is just the final nail in the coffin. I used to sing JAL's praises to all my friends and coworkers. And I used to book JAL without even looking at other airlines' schedules and fares. No more. They're just another airline. And I'm a free agent now.

CPH-Flyer

If I break it down, from an inflight service perspective JAL is still outstanding, from a mileage perspective they have become rather mediocre.

The inflight experience is far more important to me than the mileage. The mileage is just a random effect. However when I do 12 flights in a month, inflight experience becomes rather the center of attention.

So yeah, I'll actually happily stay a JAL frequent flyer
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Unimatrix One

I still fly JAL when the value proposition is right. But I now fly other carriers when they're more convenient or cheaper. I recently booked SQ for a trip to SIN. And I'm taking my family on UA next month. Next year we'll probably go to Hawaii, and I'm looking at HA or NH's A380 because their J seating is better for families.

Like I said, a free agent now.

bakaneko85

RealHJ

JL call center in US is really bad. Usually massive hold, like min. 1 hour, often 2, 3, even 4 hour hold to get through - worst of any airline, by far. Simple things like award ticket refund res agents can't do, so just put you on hold to someone else, so some 4-5 hours later into the call, then you are told that there is only one person company wide who can do refunds, they are gone for the day, so you have to call back again next day and hope to catch them when they're in (in the end, took about 6 weeks what should have been able to do easily online in less than 60 seconds). To book tickets when US call center closed, Japan one is only marginally better. Holds not as bad as US, but even simple ticket booking they can't do (so what is it there for, then?), so you have to wait for a callback until they get someone who can do that - though at least there they offer that option (unlike in US) and actually do call back.

For reservations service, JAL is an outlier and really at the bottom service-wise, quite unlike for in-flight service.

Unimatrix One

Last year I booked a promotional business class award for 80,000 miles (instead of the usual 100,000 miles). A few weeks later I saw that JAL had deducted 100,000 miles from my account. I called the JGC line to explain that my itinerary met all the conditions for the promotional award and to ask for 20,000 miles back. The agent refused, saying that it must have been my fault(!) and that I must have clicked the wrong place on the website when I booked. So then I emailed them to complain, went back-and-forth for a few weeks, and finally got my miles back.

The second incident happened when I needed to book a particular reservation that was not possible to make online due to JAL's system limitations. The agent told me that I would have to pay the fee for booking over the telephone. I asked them to waive the fee, since I had no choice but to book over the phone because their website wouldn't let me make the reservation online. They refused. I said that I actually prefer to book online and that it was their fault that I had to call them and why should I pay an extra fee to inconvenience myself? They said I was right but still refused to waive the fee.

The other problem with their call centers is the long wait times, even at the JGC/Sapphire line. They've been understaffed for years and clearly don't intend to do anything about it.

nshizuka25

Was it the Japanese line or English line? It would be jaw dropping if the conversation was in Japanese and a call centre agent blame you for the mileage mistake.

I was once upset by the rude attitude of an English speaking staff at JAL's Europe call centre.(To be fair, it was this one staff only) So I filed an complaint in Japanese to JAL's HQ. I got an very apologetic 1200 words letter from JAL's customer support centre, detailing what they did to improve the situation.

You might wonder if I do speak Japanese why would I use the English line? I believe the Japanese line at Europe call centre are staffed by part-timer. Unless your booking is straightforward, it could take 3 times more time (albeit very polite) on the phone and get a response saying it can not be done. Where an English speaking staffs seem to be more knowledgeable.

But both refuse to wave manual booking fee, even when flights are not available over internet.

I did call BA's office in Tokyo to use Avios for AS redemption. It was a present surprise that manual booking fee was waived without asking. (According to some website you can ask US call centre to waive it, and it might be granted) Not to mentioned the person on the other end of the phone line was extremely helpful, knowledgeable and polite.

CPH-Flyer

JAL does not waive phone booking fees, it is a frustration discussed from time to time that the coupons for JGC Premier and Diamond, incur a manual booking fee as it is impossible to use them online.

It is frustrating, but policy seems to be policy. The call center staff will not have leeway in this matter.

nshizuka25

Arhhh....rules are rules, so I would not take it out on staff. (When these kind of thing happens. I would ask them to stop apologising and tell them it is their company who is to blame) But I do believe, the fee should be waived if a booking can not be done online.

That said BA's UK call centre would also not waive the AS booking fee, it seems like an overseas special.

Unimatrix One

The Japanese line. Yes, the agent explained in polite keigo that I probably selected the wrong option on the website. And she politely declined to refund the 20K miles.

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I'm a native English speaker. When I call the US airlines in Japan, I always select the Japanese language option, because the Japanese speaking agents here are usually better than the English speaking ones!

Anyway, getting back on topic, the inability to waitlist or change award reservations makes international awards almost useless to me. So just another reason not to stay loyal to JAL. I'll still earn JAL miles with the credit card and the (reduced) flights I'll take with them. But those miles will probably all go to domestic awards and JAL coupons to be used for hotel stays.

JALPak

bakaneko85

joejones

I thought JAL awards were previously just impossible to get around GW/Xmas/New Year's.

RealHJ

At 330 days out you would have a few minute window to book them before they were gone at the time inventory got released.

CPH-Flyer

The flow for getting those awards as standard awards at the normal redemption rates is not changing, be very quick 330 days out. This should not reduce the standard availability. But I guess we need Golden Week 2020 to open for bookings to truly know if that is the case.
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