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Japan Airlines
Japan Airlines Co.,Ltd. · 43,460 ratings · ★ 4.4
4.4
★★★★★
43,460 ratings
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Top complaints - extracted from 62 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"cannot"
15 negative reviews mention this · 24% of all complaints
★★★★★ "Cannot get past setup due to Honolulu missing from home location." - Geoffrey Tashiro
2
"flight"
14 negative reviews mention this · 23% of all complaints
★★★★★ "absolutely garbage of an app. the airline is great and do a great job in person, but the app is useless, doesn't give error messages so you can't tell what details have an issue when entering them and submit to continue at check in and noth…" - Stuart Hurcomb
3
"airline"
13 negative reviews mention this · 21% of all complaints
★★★★★ "absolutely garbage of an app. the airline is great and do a great job in person, but the app is useless, doesn't give error messages so you can't tell what details have an issue when entering them and submit to continue at check in and noth…" - Stuart Hurcomb
4
"website"
12 negative reviews mention this · 19% of all complaints
★★★★★ "Full of errors. Bookings do not come up , well, the first fifteen times you enter the exact same information. Website is just as bad." - Errless Sansfoibles
5
"booking"
9 negative reviews mention this · 15% of all complaints
★★★★★ "DO NOT UPDATE YOUR APP, IT WILL UNLINK YOUR BOOKING AND YOU CANT FIND IT AGAIN. Updated the app and it lost my booking. Searching for it keeps erroring out. Edit: Took an hour for the search to finally work. Very unreliable." - 0x40
6
"reservation"
9 negative reviews mention this · 15% of all complaints
★★★★★ "Unusable. You really need to hire some UX designers and QA. Every single page is unnecessarily difficult to use. Labels are confusing. I was not able to fetch my reservation because the forms require inputing date (why? unnecessary) but I c…" - Heikki Vuolteenaho
7
"information"
8 negative reviews mention this · 13% of all complaints
★★★★★ "Full of errors. Bookings do not come up , well, the first fifteen times you enter the exact same information. Website is just as bad." - Errless Sansfoibles
8
"useless"
8 negative reviews mention this · 13% of all complaints
★★★★★ "absolutely garbage of an app. the airline is great and do a great job in person, but the app is useless, doesn't give error messages so you can't tell what details have an issue when entering them and submit to continue at check in and noth…" - Stuart Hurcomb
9
"work"
7 negative reviews mention this · 11% of all complaints
★★★★★ "DO NOT UPDATE YOUR APP, IT WILL UNLINK YOUR BOOKING AND YOU CANT FIND IT AGAIN. Updated the app and it lost my booking. Searching for it keeps erroring out. Edit: Took an hour for the search to finally work. Very unreliable." - 0x40
📋 All 62 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
DO NOT UPDATE YOUR APP, IT WILL UNLINK YOUR BOOKING AND YOU CANT FIND IT AGAIN. Updated the app and it lost my booking. Searching for it keeps erroring out. Edit: Took an hour for the search to finally work. Very unreliable.
requires half width characters, but gives no guidance on how to do that on Android phone. unusable.
Full of errors. Bookings do not come up , well, the first fifteen times you enter the exact same information. Website is just as bad.
Cannot get past setup due to Honolulu missing from home location.
absolutely garbage of an app. the airline is great and do a great job in person, but the app is useless, doesn't give error messages so you can't tell what details have an issue when entering them and submit to continue at check in and nothing happens, don't know if I have inputted something wrong or what the problem is. overall online/app experience is pathetic and way harder than any other airline I have used. Currently trying to do online checking for return flight and can't FFS!!
Unusable. You really need to hire some UX designers and QA. Every single page is unnecessarily difficult to use. Labels are confusing. I was not able to fetch my reservation because the forms require inputing date (why? unnecessary) but I can't select today, I assume because it's already passed in Japan time. Changing city in settings (why is that a setting?) didn't help.
Very poorly made app. Nothing works. The UX is incredibly confusing and non-standard. The app errors out all the time. I spent 30 minutes and wasn't able to accomplish anything.
Bad enough I will never fly JAL again. Web site sucks too. Chat on the app doesn't work. Neither allow access via any sensible means to check seats on a JAL flight booked on AA. Yes I do know how it should work. Yes I used the JAL confirmation code.
Junk. Poorly designed. NOT user friendly. NOT accurate. Horrible customer experience using JAL APP. Uninstall!
unable to self check in due to wrong name from the app differ to my passport. have changed my name before, but they still got it wrong. so in the end i have to queue and check in at their service counter. the app is like useless to me
This app is a 1990s relic. It’s a clunky "shell" that just redirects to the website for almost every action. The UX is terrible and not user-friendly at all. Worst of all, you're forced to sign up for a separate World Bank account just to log in-an unnecessary, convoluted hurdle. You also can’t trust the app’s info. Save the headache and pick a different airline. Terrible tech and service.
This app is absolutely worthless, it keeps telling me that my reservation is canceled or I'm not using the correct information. I'm using the same information input in exactly the same way I input it on their website which doesn't seem to have any problems at all finding my reservation. Come on JAL! I expect better from an airline that seems to do everything else so well.
worst airline app I've ever used
Cannot search for flights or bookings on date of flight, makes no sense.
Cannot get flight details into app. Useless
Another useless airline app with buttons that cannot be clicked. After entering all required information, the search button still remains greyed out. Have to still use their website making this app useless.
worst app for JAL, difficult to sign up and took ages, NOT FRIENDLY
Never had an airplane app function this poorly. Not only can it be extremely confusing navigating the app, even when you get where you need to be it fails to work as intended. I ran into issues on my arrival flight which told me I was checked in, but somehow didn't go through and I had to redo it an hour before my flight. Now on departure it can not even find my flight.
Horrible app. I can't find my flight using the app even though I can find it using the desktop website. The app also doesn't show my flight after logging in. I would expect better.
Terrible. There is nowhere to input my reservation details to select seats or upgrade to first class.
tried to add my reservation, it didn't add my connection, only the 1 flight I entered... and just me not the whole family... every other airline you enter confirmation code & last name and it pulls in the whole reservation, how am I supposed to checkin online like this??? moronic #fail
Terrible app for an airline. Cannot load a booking booked elsewhere using reservation number
unable to open app on Samsung note 9
The app is very unusable and I cannot add many flights.
The only airline I've ever flown that won't add a flight to your account to use the app if someone else booked it without your account number. I have to be logged out to access the flight for things like changing seats and checking in.
It's all good except that first class counter staff at Haneda Terminal 3 wrongly informed us that hair straightener powered by lithium battery can be brought on board. In fact, JAL counters outside Japan should have highlighted that certain devices cannot be checked in or carried on board when departing from Japan. In the end, we wasted much time and the device was confiscated.
This has to be one of the worst airline apps I've used and I travel extensively. Copied exact details of flight and booking ref from JAL email to app & says cannot find reservation. Today tried to add reservation - error "temporarily unavailable". When I took a 2 sector flight it only showed information for the first one. I had notification the 2nd was delayed but no way of knowing. The website would not display flight status for anything other than international flights (why?!)
very bad.. what kind of rubbish app is this.. I can't even manage my bookings. is this web view app? come on, be better please.
very inneficient wesite. very difficult to navigate
Don't fall for the 4.3 star rating. Most useless app I have ever installed. All the other 1 star reviews are consistent with feedback.
Very poor functionality
Pretty terrible app, super awkward to use, can't enter confirmation number unless you logout and enter information as guest. JAL needs to look at the Delta or United app for CX guidance.
useless app! This app and its website are useless. I cannot find or enter my reservations therefore I can't select the seats that I want. I expected much more from you guys! edit: so, this new update didn't fix the problem. I've had travel agencies book my flights and can always find my reservations on their flight apps, BUT not so with this Japan Airlines app....even the Korean Air app is better than you guys!
It shown only my JMB member no. The other information is blank. Why many people say it good. Always show as error.
I signed up after making a booking but I cannot link my reservation to the account, so the app is useless. The website has the same problem.
Extremely slow and unusable app
expected more from Japan airlines app. System so outdated like 20 years ago. getting internal system errors? really?
Horrible app!!!!! Reading all the 1 star reviews only confirmed my worst suspicions and horrible experience over the last 2 days. Got nothing out of it with live chat agent who said my reservation was "fix", or sending an online comment. It should get ZERO stars! Total waste of my time
cannot look up my booking
useless app to manage the existing booking. it cannot retrieve it by reference code or even e-ticket. worse experience with among airline apps
This app is absolutely trash, the customer service at JAL is trash, thank God my work pays for these flights because I would never fly JAL by choice. stupid app cant even pull up my reservation. and the customer service girl was too stupid to understand that all I need is for the ticket to reflect on the app so I can get my check in.
I hope the airline is better than this app I can't even keep it open long enough to see my flight prices before it crashes and closes
The app is unusable. Anytime you actually try to search a booking it sends you to the website which doesn't work either. I changed airlines because I wasn't confident that I would be able to check in or pick a seat at any time, much less get updates on my flight status.
sooooo badddd!
this app does not do anything useful at all. This airline is such a backward airline.
アプリが動作中に頻繁に落ちる
awful, jenky site. needs better organization, UX and responsiveness.
This is essentially a webview browser to display a webapp that cannot retain progress like locally operating apps. Many features require use of webapps running from a different server for a different url domain that must be opened in a separate browser.
new install, immediately crashed
can open but won't work on latest android version 15 ui version 7.0
+ 12 more in the clipboard copy
Sentiment summary
86%
Positive (4-5★)
5%
Neutral (3★)
9%
Negative (1-2★)