JL service recovery

[Captain Halliday]

Last week in another thread someone asked for oninions on JL. See here if interested: Wiki - Discussion/Q&A on Best QF Status Run Options

My response was that my two recent sectors were excellent except for the suitcase they destroyed.


Well I’m pleased to say I contacted JL via the webform on their site including the photo above and received a call from a SYD based staff member the following day.

She asked how old the case is (12 mths) and what I paid for it. She also asked for the photo to be emailed directly to her due to an issue with the webform. And she provided her mobile number for follow up if required.

The following day she was back in touch to say that the case doesn’t look like it can be repaired and in light of it being 12 months old JL would reimburse me 90% of the purchase price.

I could have argued for the full value, but on the whole I felt the quick response times, courteous handling and JL acceptance of liability was pretty good. Plenty of airlines would have just denied it was their fault.

Funds received in my account overnight. Resolved in just under seven days.

Well done JL.

 

[kermatu]

Good outcome.

 

[Pele]

Gday

I flew JAL First class in 2015 when they had the 777-300ER's from NRT-SYD. A few hours into the flight back to Sydney my wife realised she had left her coat (which she had purchased on the holiday) in the lockers in the JAL first class lounge. She notified the air hostess and asked if there is anything they could do. The hostess said she will check. She somehow contacted the lounge whilst we were in the air and when we landed in Sydney a JAL lady was waiting for us on the air bridge. She said they have got the coat and not to worry it is safe and they will put it on the next days flight to Sydney and a lady will ring you when it is ready to be collected from the airport. Sure enough they called the next day and i picked it up at lunch time.

And people wonder why i love Japan!

Pele.