Cases of improvements based on customer feedback

With “Fly Thoughtful” as the brand concept, AirJapan strives to listen to customers to understand what they want and what they do not need. 

We identify challenges based on customer feedback and requests and solve those challenges by improving the quality of service and operations. 

It would be convenient if there were mobile boarding passes that could be used on Android phones. 

There were three types of boarding passes: a paper boarding pass, a PDF barcode boarding pass for printing, and an Apple wallet boarding pass. However, we added the 2D barcode boarding pass to be included in the check-in completion e-mails sent before boarding. 

Since the 2D barcode included in the body of the e-mail can be used as a boarding pass, please use it. 

*This service is available only for flights departing from Narita International Airport and Suvarnabhumi International Airport in Bangkok. 　

At airports other than the above, you need to check in for your flight at the airport counter. Please visit a counter to check-in. 

It would be great if we could locate the lavatories on the seat selection screen when booking a ticket on the website. 

We added the detailed seat map on the seat selection screen so that customers can check the locations of the on-board facilities (lavatories, seats with no window, etc.). 

I realized that the name I had entered was not correct after the purchase.

Since I cannot confirm the name I entered until I complete the purchase in the current system, it would be great if I could confirm the name before making the purchase.

We changed the system to display passenger information (name, date of birth, and e-mail address) so that customers can reconfirm the details of their booking before proceeding to the payment screen. 

You can also check the breakdown of the fare and fees for optional services in “Booking Summary” shown on this screen.