We booked on Jl 036 Singapore to Tokyo on 8th February 2014 Eta 0535hrs on 9th February 2014 to connect to JL 1103 Tokyo to Asahikawa etd 0745hrs on the same day.
When we checked in, we were given boarding passes in Singapore for both JL 036 & jl 1103 and were told to simply clear immigration, collect our baggages, clear customs, redeposit our bags at the JAL counter and proceed to security clearance without the necessity of checking in again.
When we arrived at Haneda Airport, after a long delay, our aircraft parked on the apron and not as scheduled at the aerobridge. We then deplaned by bus and were told to check with the ground staff for any flight cancellation /delay of onwards flight.
As we did not see any JAL ground staff after we left the bus, we proceeded to, as instructed, clear immigration, collect the baggage and clear customs.
However, when we tried to deposit our bags at the JAL counter, the staff refused to accept our bags. We then rushed to the Domestic terminal but could not see our flight on the notice board. After a long frantic search, we managed, after initially locating a JAL employee who could not speak English, another JAL employee who could speak limited English.
After glancing at our JL 1103 boarding passes, she indicated that we had to join a long queue snaking round the terminal. Not knowing the situation, we did that after some 5 over hours, reached the start of the queue. and proceeded to the counter. From memory, I believe that only three slots at the counter were manned.
We then discovered that JL 1103 had been cancelled and that the earliest flight JAL could provide us was JAL 1115 departing at 1745hrs the next day i.e. 10th February 2014.
As this meant that, besides losing two days, we had to sleep overnight in Tokyo. JAL refused to assist us in any way, i.e. hotel booking charges, meals, travel expenses, items that one normally expect from a full service airline.
Lucky for us, after much frantic searching as all the airport & nearby hotels were booked, we managed to locate a travel agency who got us a hotel at Shinagawa.
JAL ‘s customer care is unbelievable as foreign passengers had to fret for themselves in a country where English is not widely spoken.
There was a recent report in our local newspapers where a reporter wrote that she was stranded in e snow storm and all the passengers were inter alia provided with sleeping bags, beef jerky etc. I guess when anyone next visits Japan, they should travel with any airlines other than JAL who simply does not care for their passengers at all !!!!
