Providing customers with the highest level of service

「From fiscal 2026, toward realizing the JAL Group Management Vision 2035, we will work to build deep, long-lasting relationships with customers based on empathy, rather than limiting our efforts to satisfaction with the customer experience, and aim to become No. 1 in the world in customers' affinity for our company.」

「The company has been recognized for its selection as a DX-Certified Company 2025 and for achieving a high level of security management in the airline industry. It obtained Operating (Level 2), the world's first international certification in aviation security management from the International Air Transport Association (IATA), and became the only company in Japan to receive APEX WORLD CLASS™ recognition for 5 consecutive years. These achievements reflect recognition of the company's efforts to enhance corporate value.」

「NPS Domestic flights +4.0 points +2.2 points NPS International flights +4.0 points △2.5 points」

「No. 1 in 4 categories in JCSI's domestic long-distance travel category」

「NPS Domestic flights +4.0 points +6.8 points NPS International flights +4.0 points +3.3 points」

「Our Group's sustainability initiatives and service quality were rated world-class, and in September we received APEX (Airline Passenger Experience Association) WORLD CLASS for the third consecutive year.」

「Our Group's sustainability initiatives and service quality were rated world-class, and we received APEX (Airline Passenger Experience Association) WORLD CLASS for the second consecutive year.」

「We will work to improve airport services so that they are safer, more secure and stress-free.」

「NPS Domestic flights +4.0 points +7.1 points NPS International flights +4.0 points +7.4 points」

「Our JAL FlySafe safety and security initiatives, high-quality service, a Group strength, and sustainability initiatives, including our management target of achieving net-zero CO2 emissions by 2050, were rated world-class. As a result, we became the first airline in Japan to receive WORLD CLASS from APEX (Airline Passenger Experience Association), an award presented to airlines operating at a world-leading level.」

「At SKYTRAX's World Airline Awards 2021, we received World Best Economy Class for the second consecutive period and Best Economy Class Airline Seat for the fifth time overall and the fourth consecutive period. In the overall ranking, we rose sharply from 11th to 5th place, entering the top 10 for the first time.」

「Security: Delivering a world-class customer experience not only when flying but also in daily life and throughout customers' life stages (NPS +4.0 points)」

「To improve customer satisfaction, another management target, we redesigned our domestic and international websites in April, enabling smoother flight searches and bookings for both domestic and international flights.」

「As a result, for both domestic and international flights, as of the end of fiscal 2019, we achieved not only the internal targets set for fiscal 2019 but also the customer satisfaction targets that the 2017–2020 JAL Group Medium-Term Management Plan had set for achievement by fiscal 2020.」

「In the third quarter, SKYTRAX recognized us as a 5-star airline for the second consecutive year in its World Airline Star Rating, and we received awards including Japan's first World Best Economy Class award in the World Airline Awards. In TripAdvisor®'s Travelers' Choice™ World's Best Airlines 2019, we were selected as Japan's Best Airline for the third consecutive year and received awards in a total of 4 categories.」

「In the first quarter, we received SKYTRAX's World Best Economy Class award for the first time in Japan, and our economy-class seats received the Best Economy Class Airline Seat award for the fourth time overall and the third consecutive year. In TripAdvisor®'s Travelers' Choice™ World's Best Airlines 2019, we were selected as Japan's Best Airline for the third consecutive year and received awards in a total of 4 categories, including Best First Class in Asia. We will continue striving to become the airline most chosen and loved by customers worldwide, listening sincerely to their feedback and working to provide every customer with a comfortable journey.」

「Our efforts to improve products, services and punctuality were recognized. In the third quarter, we received SKYTRAX's 5-star rating in the World Airline Awards, and our economy-class seats received the Best Economy Class Airline Seat award for the third time overall and the second consecutive year. We also received Asia Pacific Airline of the Year 2018 from the Centre for Aviation (CAPA) and Most Consistent Winner from FlightGlobal.」

「In products and services, we received SKYTRAX's highest rating of 5 stars in the World Airline Awards. Our economy-class seats also received the Best Economy Class Airline Seat award for the third time overall and the second consecutive year.」

「We worked to provide customers with the highest-quality service.」

「According to the external service evaluation organization JCSI, our rating for Loyalty (intention to reuse) in the international airline category was No. 1 for the fifth consecutive year, and we also returned to No. 1 for customer satisfaction. We also received the Best Trans-Pacific Airline 2017 and Best Airline - Japan 2017 awards from the U.S. business travel magazine Global Traveler.」

「We worked to provide customers with the highest-quality service.」

「At the SKYTRAX 2017 World Airline Awards ceremony held at the Paris Air Show, our economy-class seats were rated the best in the world, and we received the Best Economy Class Airline Seat award for the second time, following 2015.」

「According to the external service evaluation organization JCSI, our rating for Loyalty (intention to reuse) in the international airline category remained No. 1 for the second consecutive year, and we also returned to No. 1 for intention to recommend us to others.」

「We worked to provide customers with the highest-quality service.」