Japan Airlines

On October 2, 2002, Japan Airlines Co., Ltd. and Japan Air System Co., Ltd. integrated their businesses and a new JAL Group came into being. As from April 1, 2004, we realigned our business operations under the unified brand “JAL, Japan Airlines,” with Japan Airlines Domestic undertaking the domestic passenger business and Japan Airlines International, the international passenger and cargo business. The JAL Group, which also includes JALways, Japan Asia Airways, Japan Transocean Airways, JAL Express, J-Air, Ryukyu Air Commuter, Japan Air Commuter and Hokkaido Air System, has the largest network in Japan with over 1000 domestic flights per day and over 1700 International flights per week.


Based on the five principles of, 1) Prioritize safety and quality, 2) Think and act from the customers’ standpoint, 3) Maximize corporate value, 4) Fulfill our responsibilities as a corporate citizen, and 5) Work hard and meet challenges, the corporate mission of the JAL Group is to become the world’s top class airline with comprehensive capabilities, which will act as a bridge to bring peoples, their cultures and their hearts closer together and thus contribute to world peace and prosperity.

The JAL Group believes that, in addition to the conventional requirements of safety, on-time performance and comfort, airlines will be expected to provide service that meets the individual needs of each customer in a timely manner. We aim to satisfy our customers expectations and create additional value for the customers. Especially, in the area of customer service, we have been conducting a Service Quality Survey on board JAL international and domestic flights since April 2003, and have analyzed our Customers’ Comments that reach us. Based on our findings, we are making group-wide approaches to realize concrete service improvements.

The JAL Group, aiming to become of the world’s top class airline in terms of both quality and operations, operates numerous flights daily and does its utmost to provide on-time and comfortable flights for all customers. Although we are successful in this effort most of the time, there are times when things do not go smoothly and we are unable to fulfill our customers’ satisfaction. Irregularities could happen due to events within our responsibility and events which are beyond our control, such as weather conditions and congestion at the airport. Therefore, the JAL Group has established a Service Commitment to inform our customers in advance of the contents of our service, which we are dedicated to provide, amid unpredictable and uncertain situations at the time of your flight.

Japan Airlines
4-11, Higashi-shinagawa 2-chome, Shinagawa-ku, Tokyo, 140-8605, United Kingdom

phone: 0120-25-5971 Domestic 0120-25-5931 International
email: info@jal.co.jp
web: www.jal.co.jp

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