To ensure long-term patronage of JAL. The special experiences and services offered to top customer members

A program to convey gratitude to customers that has not changed since the 1970s

Under the FLY ON program, flight miles earned on eligible flights are automatically converted into FLY ON points, and service status is determined based on the FLY ON points earned in the calendar year and the number of flights taken.

The highest status is "JMB Diamond," "JGC Premier," "JMB Sapphire," and "JMB Crystal." If you achieve "JMB Sapphire" or higher status, you can join the "JAL Global Club (JGC)," a membership organization that offers even higher quality services.
*There are various conditions for joining. Please see the JAL website for details.

These services for JAL's top customer members have a history spanning half a century and have long been loved by customers.

Yamashita: "The JMB FLY ON program took on a similar structure to the current one around 2000. JGC has an even longer history, having been established around 1970. From the time of our founding until now, all of us employees have shared the same sentiment. We have created this program to convey our gratitude to our customers who regularly fly with JAL, and to allow them to enjoy JAL's high-quality service, so that they will come to like JAL even more and feel an attachment to the airline. We have innovated our systems and services to suit the times, trends in the world, and the resulting changes in customer needs, to arrive at the current form."

We want our customers to feel "the special feeling that only JAL can provide."

This special service for top customer members was created with the desire to express gratitude to customers and to make them love and attach to JAL even more.

For example, the services offered by JMB Diamond include a dedicated reservation desk that allows you to make reservations without stressing out over waiting times, a seat reservation service for the front of the plane, and priority cancellation waiting when making reservations. In addition, you can check in at a dedicated counter at the airport, and when checking in your baggage, you will receive preferential free baggage allowance, as well as a dedicated security checkpoint and priority boarding, allowing you to avoid crowds and use the airport smoothly. After you arrive, your checked baggage will be delivered first using the priority baggage service.

Yamashita: "One of the things that has been particularly well received by our customers is our airport lounge service. The lounges and conditions that you can use vary depending on your service status, but you can relax and enjoy a meal before boarding at JAL's Sakura Lounge, Diamond Premier Lounge, and JAL First Class Lounge. By spending your time comfortably before departure, you can make the most of your time if you are on a business trip, or it will become one of your family's memorable trips."

▼Click here for details on higher status and services
https://www.jal.co.jp/jp/ja/jmb/index04.html

Always thinking from each and every customer's perspective. Responding quickly and flexibly even amid the COVID-19 pandemic

Our services for top customer members are only possible thanks to our loyal customers. Therefore, we strive to reflect customer feedback in our services as much as possible.

In February 2020, the government announced its basic policy for measures against COVID-19. Routes were suspended or reduced, resulting in a decline in air travel demand. In light of this situation, in April 2020, we announced that we would extend our FLY ON status for fiscal year 2020 from fiscal year 2020 (valid until the end of March 2021) to fiscal year 2021 (valid until the end of March 2022).

Yamashita: "In the spring of 2020, the impact of COVID-19 caused the JAL Group to suspend or reduce routes, forcing many customers to cancel or change their reservations. At the same time, we received many voices of concern and anxiety from customers, such as, 'I wonder what will happen in the future,' and 'It looks like we won't be able to fly much this year.' With the desire to 'provide peace of mind to our regular customers as soon as possible,' we quickly considered and made decisions within the department, leading to the announcement of the FLY ON status extension. As the surrounding environment changes, the needs of our customers also change, so we aim to respond flexibly and in a timely manner, no matter what the situation."

In December 2020, as the outlook remained uncertain and we believed there was a possibility that customers would not be able to board sufficiently in 2021, we announced an initiative to offer bonus FLY ON Points based on status.

Yamashita says that when planning and operating any mileage service, not just membership services for top customers, he is conscious of "always thinking from the perspective of each individual customer."

Yamashita: "From the mileage service in general to individual measures, we regularly conduct quantitative and qualitative surveys to understand the preferences and needs of our customers. We also collect feedback from departments that directly speak to customers, such as airports and reservation centers. We also frequently check social media, and try to keep our antennas up so as not to miss the real feedback from customers who use JAL. We want to think from the perspective of each individual customer, so that we can make detailed improvements rather than just maintaining the services we already provide, and when planning new measures, we want to avoid providing services that are provider-oriented."

Yamashita says, "It makes me very happy and rewarded to see all of these efforts come to fruition and receive direct feedback about the service that he helped plan."

"We will continue to pursue a mileage program that is easy to use and accumulate points, and we will continue to come up with new ideas and innovations so that you can feel closer to JAL not only when you board an airplane, but in your daily life as well," Yamashita said.

JAL's services for its top members will continue to evolve every day to show our gratitude to our customers and ensure that they will continue to love JAL for many years to come.

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