Japan Airlines’ Generous Ticket Flexibility Due To A350 Accident

Japan Airlines’ Generous Ticket Flexibility Due To A350 Accident

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On January 2, 2024, a Japan Airlines Airbus A350 and Japan Coast Guard Bombardier DHC-8 tragically had an accident at Tokyo Haneda Airport, whereby they collided on the runway. Well, this is giving Japan Airlines passengers quite some flexibility…

Japan Airlines offers free ticket changes & refunds

Japan Airlines has announced a new flexible ticket policy, following the accident that happened a couple of days ago. As the airline explains:

We regret to inform you that on the evening of January 2nd (Japan time), JL516 was involved in a collision with a Japan Coast Guard aircraft during its landing at Haneda Airport, resulting in a fire on the runway. In consideration of the impact of this accident, we will accept booking changes or ticket refunds without any fees for customers who have a booking on our flights.

Japan Airlines is offering full ticket flexibility, including changes and refunds, with the following restrictions:

  • You must request a booking change or refund by January 31, 2024
  • You must have a ticket for travel by March 31, 2024
  • This applies to all Japan Airlines flights, including codeshare flights, and flights booked through other airlines
  • For international flights, you can request a full refund of your ticket, as long as you make the request at least three hours before departure, or you can request a one-time booking change without any fee to an alternate flight with travel by April 20, 2024
  • For domestic flights, you can request a full refund of your ticket, as long as you make the request at least 20 minutes before departure, or you can request a one-time booking change without any fee to an alternate flight within 30 days of your original ticket
Japan Airlines is offering flexibility for all tickets

Hmmm, this is an interesting policy…

Typically we see airlines offer ticket waivers in situations where there’s bad weather or social unrest at a destination. Even then, you typically only have the flexibility to change your ticket, and not to get a full refund.

Admittedly airlines don’t have major accidents leading to a hull loss often, so it’s possible I’m not remembering correctly. However, I don’t think this is something that we’ve often seen in the past, so this seems extremely generous?

To me it raises a curious question — is it unethical to use a policy like this to get a refund if you’re not actually “scared” of flying with Japan Airlines? For example, if you booked a ticket and your plans change, should you use this to get a refund?

On the one hand, I think Japan Airlines is being very generous here, to give those who are scared an alternative to taking their flight. On the other hand, the airline isn’t stating that you need to be scared to fly in order to use this waiver, but is just offering additional flexibility, without the need for a customer to provide any explanation.

There’s another interesting angle here that I’m curious about both logistically and ethically. For those of us who are booked on Japan Airlines between New York and Tokyo on the Boeing 777-300ER, it sounds like we’d be able to switch to potential days that are operated by the Airbus A350-1000, featuring the carrier’s new cabin products?

The airline states that customers who purchased tickets through another airline should contact the airline where they purchased the ticket for changes. So would American be able to change an AAdvantage award through a liaison, or how exactly would that work?

I’m sure I’m not the only one who is thinking about all of this, so I’m curious where OMAAT readers stand on this topic.

Is it wrong to use Japan Airlines’ generous policy?

Bottom line

Japan Airlines has introduced a very generous flexible ticket policy, whereby you can refund or change your Japan Airlines ticket, in light of the recent accident. I don’t recall other airlines having a blanket waiver like this in the past following an accident, so this seems very generous.

Is it wrong to take advantage of this flexibility if you’re not scared to fly with the airline?

Conversations (40)
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  1. Omar Guest

    I was not able to do this on a AA issued JL flight. Must be JL ticketed.

  2. Stephen Guest

    You never let a serious crisis go to waste. And what I mean by that it's an opportunity to do things you think you could not do before.

    Rahm Emanuel

  3. Stephen Guest

    Wonder if I could get a reroute onto the nonstop from JFK instead of flying via ORD.

    Does this also apply to mileage?

  4. Avgeek Guest

    I tried to rebook my itinerary as per the advisory and the customer care team is saying that reservations can be changed only for a range of -1 to +3 days of the original travel date.

    1. Stephen Guest

      You never let a serious crisis go to waste. And what I mean by that it's an opportunity to do things you think you could not do before.

      Rahm Emanuel

  5. T- Guest

    Accidents happen. This does not mean that Japan is somehow lax in their safety protocols. What a generous offer of hospitality. JA is trying to make the customers feel safe and welcome after such a terrible event. The accident could have been much, much worse with greater loss of life and injury. Good for Japan Airlines.

  6. Fsuga Guest

    Not understanding the fuss here.

    Seems to be a pretty nice gesture from them. Could there be strategic rationale behind it as well? Sure. But they are actually offering a blanket policy that may or may not hurt them a little financially, and may actually leave some people with a good impression of the company. I have never flown them, and don't know much about them at all, but I think it reads as a good decision overall.

  7. Brad Guest

    I definitely remember hearing about airlines in the 80s/90s doing this right after a crash. I think it also happened in the wake of the MAX crashes?

  8. Watson Diamond

    Airlines will try to screw you at any chance they get, so when an opportunity arises to get one over on an airline, take it!

    1. Flyer1 Guest

      @Watson…I can guarantee you that your company screws everyone over any chance they get as well.

  9. Luis Guest

    Just tried to change a flight I have coming up on JAL that I booked using AS miles. Alaska told me they can't do anything and told me they haven't heard such policy to change.

    I imagine those who have flights on JL that they booked directly through JL might have better luck but wouldn't count on any changes happening if you booked through another airline.

    1. Icarus Guest

      Only if it’s a JL ticket. If not the issuing carrier conditions apply.

    2. JHH Guest

      Why not try calling JL directly?

  10. Doug Melzer Guest

    This response by JAL is unsurprising considering Japan and Japanese corporate culture. While many comments here take a cynical "western" view of the issue, companies in Japan often respond to a crisis by making these kind of customer accommodations.

  11. Joe Jones Guest

    I suspect they are offering this to avoid IDB due to weight restrictions departing from the shorter Runway 05 at HND. Many flights are now zeroed out for new bookings, so if JAL has any availability it means the flight is lightly loaded. It could be a way to gently nudge people onto those flights.

    1. ZEPHYR Guest

      Well I don't think so,
      Haneda has 4 runways
      The accident runway -- 3,350m
      The parallel runway -- 3,000m
      Then the 2 others -- both are 2,500m

      34l/16R being 3,000m long can accommodate all commercial aircraft at MTOW.
      Don't forget Haneda is at sea level and Tokyo is really a hot city.

    2. Joe Jones Guest

      34L can't do takeoffs and winds at HND are usually from the north, so takeoffs have been going to the shorter 05 since the accident.

    3. Joe Jones Guest

      Today the winds have shifted and they are taking off from the longer 16R and landing on the shorter runways, which should help albeit temporarily.

    4. Icarus Guest

      What do you mean Tokyo is a hot city ? Currently about 12c

    5. Joe Jones Guest

      The runway is reopening on Monday so this will be a moot point soon.

  12. Melglobus Guest

    I was booked to fly JAL in J SYD-NRT then HND-ORD return in May 2020. Was extremely impressed with the ease of obtaining a full refund when COVID hit after just 10 mins on the phone. Maybe they’re just a good corporate citizen?

  13. David M Guest

    No doubt JAL has considered people will take advantage of this flexibility regardless of why; I wouldn't lose sleep over it. By having a simple blanket approach, they are showing confidence and competence. That's far more beneficial to allay any public fear.

  14. Andrew Guest

    Is it because they think people are afraid to fly? I assumed perhaps a runway at Haneda was still out of commission and it was disrupting their flight schedule or something like that.

  15. CMX Guest

    Meanwhile, they treated passengers who were directly impacted by the accident pretty poorly. I am currently sitting in a JAL lounge departing ITM back to the US finally after being left stranded in Osaka and then many struggles getting it rebooked after three days.

    My original flight to Haneda connecting to US was in air when the accident happened and was diverted to Osaka. They told us at the airport that they would figure...

    Meanwhile, they treated passengers who were directly impacted by the accident pretty poorly. I am currently sitting in a JAL lounge departing ITM back to the US finally after being left stranded in Osaka and then many struggles getting it rebooked after three days.

    My original flight to Haneda connecting to US was in air when the accident happened and was diverted to Osaka. They told us at the airport that they would figure it out and bused us to a nearby hotel for the night. I only woke up to find a letter slipped under my door saying they couldn’t do anything since it was an award ticket booked by American and asked me to contact American directly. First it was entirely their fault and I don’t believe they couldn’t do anything. Even if they couldn’t do anything, they should have let me know earlier. It was really disappointing to treat passengers like “go figure yourself” in a situation like this.

    1. Aussie Guest

      Yeah, it was “entirely their fault” that another plane happened to be on the runway.

    2. Icarus Guest

      IATA 735d it’s the operating carrier’s responsibility irrespective of who ticketed.

      You can still claim for damages under the Montreal convention MC99 for expenses to get to your destination and any accommodation etc.

      However you can’t blame them for the problems. They were doing their best under the circumstances given the 1000s of people affected.

    3. Icarus Guest

      How can they let you know earlier ? Crystal ball ? Some of your comments are ridiculously stupid.

  16. HkCaGu Guest

    I supposed HND's capacity is hampered until they can clean up and reopen Rwy 34R. Shedding some load by offering free cancellations to passengers seem the best solution. HND also handles a lot of domestic traffic and short-term trips (that can easily become "in vain") that can be offloaded to the Shinkansen trains, so refund is the best way.

    1. ZEPHYR Guest

      Well I don't think so,
      Haneda has 4 runways
      The accident runway -- 3,350m
      The parallel runway -- 3,000m
      Then the 2 others -- both are 2,500m

      34l/16R being 3,000m long can accommodate all commercial aircraft at MTOW.
      Don't forget Haneda is at sea level and Tokyo is really a hot city.

    2. Chris Guest

      You have to understand the Japanese to understand the policy. This is just like a traffic accident in which you're ar fault. It's called sorry money, loosely translated

  17. derek Guest

    IT"S OK TO MAKE SUCH CHANGES> IT"S JUST GOOD CUSTOMER SERVICE> WHEN JAL"S 747 CRASHED IN THE 1980'S THEY LOST A LOT OF TRAFFIC AS PEOPLE FLEW ANA INSTEAD> JAL STARTED THE SAFETY PROMOTION CENTER AFTER THAT CRASH> IT IS A TRAINING FACILITY TO REMIND EMPLOYEES TO PRACTICE SAFETY BUT IS ALSO OPEN TO THE PUBLIC AS A MUSEUM TO SEE PART OF THE WRECKAGE>

    I AM NOT SHOUTING BUT MY KEYBOARD IS PLAYING TRICKS EVEN THOUGH THE CAPS LOCK IS OFF>

  18. Icarus Guest

    If it’s not a JL ticket the policy of the ticketing carrier applies.

  19. Nippon-jin Guest

    Public safety is taken very seriously in Japan, unlike in neighboring countries like Korea and China. To a Japanese, it makes complete sense that they are doing this.

    1. kemnmiler Member

      Irrelevant. You could have said "Japan takes public safety seriously" but instead felt the need to say that about Korea and China. Japan took public safety seriously yet two planes collided on a runway?

    2. David Guest

      Either a weeb or a healthy dash of Japanese xenophobia and pride

    3. Nippon-jin Guest

      300 high school kids die in South Korea on a ferry, and nobody bats an eyelash. 100 in a Halloween crush. Hear that? Pin drop.

      Japan has no operation-related deaths on the Shinkansen in its history. We say nothing.

    4. kemnmiler Member

      Anywhere with human beings, there are bound to be accidents.

      There were huge public outcries in Korea after those accidents, resulting in years of extensive investigation, arrests, etc. On what grounds are you claiming that nobody batted an eyelash? You are just making a subjective comment in your sad attempt to back up your initial claim.

      Korea's KTX also had no operation-related deaths in its history since it was launched in 2003. So it...

      Anywhere with human beings, there are bound to be accidents.

      There were huge public outcries in Korea after those accidents, resulting in years of extensive investigation, arrests, etc. On what grounds are you claiming that nobody batted an eyelash? You are just making a subjective comment in your sad attempt to back up your initial claim.

      Korea's KTX also had no operation-related deaths in its history since it was launched in 2003. So it is not just the Shinkansen that did not have operation-related deaths. Then I guess Korea and Japan are the same? What's your logic here?

      You probably shouldn't go into any profession requiring logical thinking.

    5. ConcordeBoy Diamond

      Awesome.

      Now tell us about the last time S.Korea "forgot" to put an independent power source on the cooling system for a nuclear power plant, resulting in only the second Level-7 INE radiation disaster in world history.

      We'll wait.

  20. D3Kingg Guest

    Yes. It’s fine to change your ticket if there’s open availability to the a350 off an existing ticket on the 777-300. Nothing is being taken advantage of. The tragedy was out of your control.

Featured Comments Most helpful comments ( as chosen by the OMAAT community ).

The comments on this page have not been provided, reviewed, approved or otherwise endorsed by any advertiser, and it is not an advertiser's responsibility to ensure posts and/or questions are answered.

ConcordeBoy Diamond

Awesome. Now tell us about the last time S.Korea "forgot" to put an independent power source on the cooling system for a nuclear power plant, resulting in only the second Level-7 INE radiation disaster in world history. We'll wait.

1
Doug Melzer Guest

This response by JAL is unsurprising considering Japan and Japanese corporate culture. While many comments here take a cynical "western" view of the issue, companies in Japan often respond to a crisis by making these kind of customer accommodations.

1
Nippon-jin Guest

300 high school kids die in South Korea on a ferry, and nobody bats an eyelash. 100 in a Halloween crush. Hear that? Pin drop. Japan has no operation-related deaths on the Shinkansen in its history. We say nothing.

1
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