All About the JAL Group - CSR Report 2007

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At our Customer Support Center, we endeavor to provide maximum satisfaction for our customers through sincere responses to the comments we receive and improved service.

In fiscal 2006, we received 32,263 customer comments via our toll-free comment line, e-mail, onboard comment cards and post. Each comment is treated as a vital asset for our business and a means to improve services and develop new products.

Breakdown of Customer Comments

Of the comments we received in fiscal 2006, 36% were general opinions, 27% complaints and 25% praise. The number of comments received was 88% that of the preceding year.

Examples of Customer Requests and Subsequent Improvements

Request Please install wireless LAN Internet connections in your domestic-terminal lounges.		Improvement Starting with our main domestic terminals (Haneda, Osaka, Sapporo and Fukuoka), we have launched a free wireless LAN service.
Request Please introduce Class J on your small aircraft.		Improvement We have introduced Class J on our 737-400 and MD-90 aircraft.
Request Our family would like to be able to share the air miles that we have collected.		Improvement We have created the JAL Card Family Program to enable family members to share their air miles.

Customer comments can be sent to us here

Striving for Greater Customer Satisfaction

To understand our customers’ needs more thoroughly and improve the quality of our products and services, we set up the Customer Satisfaction (CS) Improvement Division, which is under the direct supervision of JAL’s president.

Service Improvement

The customer comments we receive are collected and analyzed at our Customer Support Center. This information is then shared with relevant departments and used to improve our services.

Comments and inquiries concerning any of our services should be directed to this number:
Toll-free: 0120-25-8600 (available weekdays from 09:00 to 17:00, except public holidays)

Comment cards are also available onboard.

Service Improvements Led by Female Staff

To achieve a more balanced orientation of our work towards all customers, female JAL staff in February 2007 began working with individuals from outside the company to examine group products and services from a women’s perspective.

Taking a Fresh Look at Products and Services

We recently set up the Artemis Project to think about how we can best take advantage of female perspectives to improve our products and services. Artemis was the Greek goddess of hunting and childbirth, and we chose to name our project after a symbol of womanhood. We intend to take a fresh look at all our products and services from a female perspective and do our best to find ways to improve them.

Chieko Nagasaka
Passenger Experience Planning

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