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| In fiscal 2006, JAL’s on-time departure rate (the percentage of planes that left within 15 minutes of their scheduled departure time) was 93.1% for domestic flights and 87.1% for international flights. While still keeping safety our top priority, we will do our very best to improve this rate. |
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The JAL Group considers flight on-time performance a key indicator of service quality. Though there may sometimes be unavoidable reasons for delays, such as bad weather, punctuality is likely to be an important consideration for customers when selecting an airline.
To improve our punctuality and help ensure customer satisfaction, we have established the On-time Performance Improvement Project so that the relevant divisions in our headquarters can work together, study the factors that impede punctuality and come up with solutions. In practice, this means sharing information between headquarters and on-site airport staff, adjusting flight schedules and ship routing to prevent delays, and improving the efficiency of baggage handling and customer assistance. Throughout this process, we conduct regular checks to ensure staff members always treat safety as their top priority.
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| Cooperation Improving Punctuality |
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In 2006, we set up the On-Time Performance Improvement Committee to enable airport staff to meet and exchange thoughts and perspectives on how to improve punctuality. The committee came up with many ideas, including changing the order of cabin-cleaning tasks upon arrival, making sure that cleaning begins earlier and working to provide more precise instructions so that passengers can board their planes smoothly. We intend to strengthen cooperation among the relevant departments and further improve customer satisfaction through on-time departures.
Kei Hideshima
JAL Sky Sapporo |
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Better Guidance for Arrivals and Departures |
While there may at times be unavoidable reasons for flight delays, cancellations and route changes, at the JAL Group we do our best to convey accurate information to our customers as soon as possible.
During fiscal 2006, we redesigned the arrivals and departures section of our website to ensure it promptly displays the same information as our airport arrivals and departures boards. We also began a service for our domestic routes that allows JAL Mileage Bank members to receive rapid notification of delays and cancellations by e-mail. For our international routes, we introduced Sky Navigation, a 24-hour automatic telephone service providing arrivals and departures information.
In fiscal 2007, we plan to extend our e-mail information services. At the same time, we will increase the number of information displays around check-in counters and boarding gates at our main domestic airports. We will improve our facilities to give customers access to prompt and regular information on their flights. |
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Improving Passenger Announcements |
Until recently, passenger announcements by our flight crew consisted mainly of greetings or were to inform passengers about flight routes. In 2004, JAL reviewed the content of passenger announcements, and since then we have endeavored to provide detailed information concerning flight operations. Specialized information is provided by our flight crew at times when passengers may feel uneasy, such as in periods of turbulence and with unusual occurrences during the flight.
In 2006, we analyzed passenger opinions about our inflight announcements and shared this data among flight crews to improve the quality of these announcements.
We will continuously try to improve the quality of our announcements so that our passengers can feel more secure and relaxed on our flights. |
We used to receive comments from passengers saying they had been scared or felt uneasy during periods of turbulence. Recently though, we have received positive comments from our passengers, indicating that because of the inflight announcements they felt reassured. But we will never end our efforts to improve the quality of our passenger announcements and through these announcements will always try to decrease any sense of unease among our passengers.
Takeshi Koshiishi
A300-600 captain |
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