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Japan Airlines Continues Reign as 5-Star Airline, Sets Standards for Customer Experience

Japan Airlines Continues Reign as 5-Star Airline, Sets Standards for Customer Experience

Japan Airlines (JAL), a member of the oneworld® alliance, has been awarded the highest rating of “5-Star Airline” for the seventh consecutive year by international air transport rating organization, Skytrax (*1). Skytrax conducts rigorous audits and evaluations of airlines’ websites, airport services, and inflight services. Currently, only 10 airlines worldwide, including JAL, have been certified as “5-Star.”

(*1) International air transport rating organization, based in London, UK:

Edward Plaisted of Skytrax commented, “This highest 5-Star Airline Rating for Japan Airlines is an excellent recognition of the high quality of the product and staff service experience that they provide to customers. An important part of 5-Star Airline Ratings is the consistency of standards delivered to all customers which covers all of the different cabin types that Japan Airlines offers. With the exciting new onboard products being introduced by Japan Airlines in 2024, we look forward to their continued progress and raising standards even higher”.

JAL initiatives that have been highly evaluated
Based on the concept of “Design Your Story,” which allows each customer to “design” how they spend their time from the beginning of the journey to the end, JAL will offer products and services that match customers’ various tastes and values.

⚫ Ensuring a seamless and consistent experience throughout the journey, from reservation to check-in, onboard, and arrival
– Expanding “JAL SMART AIRPORT” that reduces waiting times for check-in and baggage drop-off up to 9
airports starting this spring.
– “JAL SMART SECURITY” enables safer and faster inspections without having to removing computers or
liquids at security checkpoints (introduced at Naha Airport following Haneda Airport).
⚫ Lounge services that provide comfort from the beginning of your journey
– The seating and interiors are designed to cater to the diverse needs of customers, whether for dining or working.
– Hand-drip coffee and shoe polishing service is offered at the Haneda JAL First Class Lounge.
⚫ Products that delight your in-flight time
– Cabin interior of the A350-1000, the first new aircraft after nearly 20 years, that express traditional beauty
of Japan.
– Amenity kit pouches featuring the artwork of contracted artists of Heralbony Co., Ltd.
– Connecting Japanese regions with the world, such as by using excellent regional specialty products in inflight menus.
⚫ Services that facilitate memorable moments
– Cabin crews’ expertise in safety, products and services, delivering personalized hospitality and engaging with both International and Japanese passengers.


As a 5-star airline, JAL remains committed to delivering valuable experiences to customers through the introduction of new products, services, and aircraft. Looking ahead, JAL has plans to further improve the convenience of JAL app/web services and introduce fuel-efficient aircraft, such as the A350-900 and the A321neo flights, to provide even greater comfort during travels. This includes providing the opportunity for customers to create their own tailored journey and experience a new way to travel, ensuring a truly personalized and remarkable travel experience.